Director – IT Managed Services

Job Description

The Director, IT Managed Services leads day-to-day service delivery across Klick's IT Managed Services practice, ensuring predictable performance and measurable client outcomes from statement of work (SOW) execution through renewal. This role oversees multidisciplinary Klick teams, offshore partners, and vendor-supported delivery pods while managing service-level agreements (SLAs), incident response, resource capacity, and commercial performance. Working closely with client stakeholders, Resource Management, Engineering, and Klick leadership, this individual establishes consistent operating processes, strengthens service reliability, and ensures delivery commitments are met within agreed scope, timelines, and budgets.

What You'll Do

• Lead IT Managed Services delivery across multiple client engagements, overseeing SLAs, scope, schedules, service quality, budgets, margins, and client satisfaction through structured weekly status reporting, service reviews, risk registers, and escalation management.
• Direct incident management and monitoring practices, including severity classification, alert thresholds, event routing, on-call schedules, escalation policies, notification workflows, root cause analysis, and post-incident reviews to improve response performance and reduce recurring incidents.
• Manage offshore and third-party delivery partners by establishing service expectations, reviewing SLA performance, coordinating vendor-supported delivery pods, and partnering with Resource Management on capacity forecasting, dedicated, anchor, and flex staffing models, and resource utilization.
• Govern SOWs, change requests, and commercial delivery performance by tracking scope, assumptions, budgets, actual costs, margins, and utilization while supporting solution development, pricing, renewals, and early identification of delivery risks.
• Lead client service reviews, executive escalations, and remediation planning while developing standardized delivery playbooks, reporting tools, and operational processes, and coaching delivery managers, project leads, and engineers to improve delivery consistency and team performance.

Qualifications

Required:

• 8+ years of progressive experience in IT delivery, managed services, or technical program management, including at least 3 years leading delivery managers, technical teams, or multidisciplinary service delivery functions.
• Experience managing multiple concurrent client engagements or technical workstreams in an agency, consultancy, or managed services environment, with demonstrated accountability for SLAs, service quality, delivery schedules, budgets, and client reporting.
• Hands-on experience leading major incident management processes, including incident detection, triage, severity classification, escalation, client communication, resolution, root cause analysis, and post-incident reviews, with examples of corrective actions that reduced recurring incidents or improved response performance.
• Experience designing and configuring service monitoring and incident response workflows, including alert thresholds, event routing, notification channels, on-call schedules, escalation policies, runbooks, and regular testing or optimization of monitoring effectiveness.
• Experience managing offshore or third-party delivery partners, including SLA governance, performance reviews, resource forecasting, capacity planning, and coordination of distributed teams across client engagements.
• Experience managing SOWs, change requests, project budgets, margins, and resource utilization, with demonstrated ability to report commercial performance, manage delivery risks, and communicate recommendations to senior clients or executive stakeholders.

Desired:

• Comfort and enthusiasm for using AI as a regular part of how work gets done.
• Experience delivering IT managed services or technology programs within pharmaceutical, biotechnology, healthcare, life sciences, or another regulated industry.
• Experience configuring or managing service delivery platforms such as Jira Service Management, ServiceNow, or comparable ticketing and IT service management systems, including service reporting or workflow automation.
• Experience implementing monitoring, alerting, or incident response solutions using PagerDuty, SolarWinds, or comparable platforms, with examples of improved alert quality, incident response, or operational visibility.
• ITIL, PMP, or comparable service management or project delivery certification, supported by practical application of structured service management or delivery methodologies.
• Experience using professional services automation, resource management, or scheduling tools to support capacity planning, utilization reporting, delivery forecasting, or commercial performance management.

Additional Information

This posting is for a net new role at Klick. The base salary range for this position is between CAD $130,000 - $150,000. The final amount offered will be determined based on several factors such as a candidate's work location, their unique skill set, education, and prior work experience. This is a hybrid role based in Klick's Toronto office.

#LI-TH1 #LI-Hybrid

Our Commitment to Inclusion

Klick is consciously creating a culture where everyone can thrive and grow in their careers. We believe that our best work comes from our diverse backgrounds, perspectives, and skills. We strongly encourage members of historically underrepresented communities to apply, including Black people, Indigenous peoples, and other people of color, people with disabilities, people from gender and sexually diverse communities and people with intersectional identities. We're also committed to developing an inclusive, barrier-free recruitment process and work environment. Should you require any accommodation, please contact us at [email protected] and we will work with you to meet your accessibility needs and ensure you have a positive experience.

Klick uses an AI-powered tool as part of an automated process to support our hiring process by analyzing your experience, skills, and qualifications to help identify alignment with role requirements. Please note that the tool does not make final decisions or automatically disqualify candidates. Hiring decisions are made by our team, with thoughtful human judgment and oversight. We are committed to fair and transparent hiring practices and have implemented safeguards to help mitigate bias and support compliance with applicable laws. If you have questions, accessibility needs, or concerns about the use of this tool, please contact us.