Service Delivery Manager

⭐ Do you thrive on leading teams, keeping operations seamless, and ensuring client success? 

If service delivery is your passion, this role is for you! Join a dynamic and growing managed services provider (MSP) known for delivering top-tier IT solutions and exceptional client support. 

💻 Who You Are: 

• A leader with expertise in service delivery, helpdesk management, and MSP ticketing tools
• A mentor who drives high performance through coaching, structured processes, and continuous improvement
• A problem solver skilled in handling escalations, resolving client issues, and improving service efficiency
• A strategist focused on analyzing trends, optimizing workflows, and aligning operations with business goals
• A business partner who combines service excellence with growth, client retention, and new opportunities

📍 Work Type: 

• Location: Toronto, ON 
• Hybrid - 2 days a week in the office  

🎯 What You’ll Do (Your Superpowers): 

• Lead and coach a team of8-10 Service Technicians in a fast-paced 24/5 environment, providing 1:1 coaching on processes and ticket handling while identifying areas for improvement
• Oversee daily service desk operations, ensuring efficient ticket management and resolution that aligns with company processes and maintains client satisfaction
• Design and maintain structured service delivery processes while ensuring adherence to company methodologies for consistency and efficiency
• Manage and optimize Remote Monitoring & Management (Datto RMM) and Professional Services Automation (Autotask) tools to ensure accurate tracking of client device status
• Participate in Results-Oriented Communication (ROC) meetings, set weekly to-dos, and lead team huddles to reinforce best practices and align goals
• Foster a collaborative team culture focused on client satisfaction and meeting expectations while maintaining productivity during high-pressure periods
• Ensure services are delivered according to SLAs while maintaining profitability and quality in service execution
• Serve as the primary escalation point for client concerns, managing frustrations with a solution-oriented approach and ensuring top-tier service delivery
• Generate positive client feedback and maintain high satisfaction rates while successfully closing new business deals
• Deliver impactful presentations and seminars as the primary point of contact for multiple accounts, driving business expansion across various practice

⭐ What We’re Looking For (Our Wishlist): 

• 5+ years’ experience in service delivery or helpdesk management, preferably in an MSP environment
• Proven experience supporting and coaching Level 1 Technicians
• Working knowledge of Datto RMM and Autotask or similar tools
• Strong client relationship skills with the ability to handle escalations effectively
• Skill in analyzing service trends and developing solutions to enhance efficiency
• Strategic thinking to execute service improvement plans
• Track record of building a positive team culture, balancing client needs with efficiency
• Familiarity with ITIL frameworks and MSP business models preferred
• Experience balancing service quality with business development goals
• Any of the following certifications would be considered an asset: MCP, MCSA, or MCITP, SonicWALL CSSA, ITIL

🔥 What Makes This Role Exciting? 

• Dynamic & Multicultural Environment: Work with a diverse team that brings a global perspective and collaborative spirit. 
• Autonomy & Impact: Directly influence client satisfaction, business growth, and team development. 
• Client-Centric & Results-Driven Culture: Be part of a team that values respect, accountability, and a clear understanding of business objectives. 
• Work-life balance: Enjoy a hybrid work model that values your personal time  

• Base Salary: $70,000 - $80,000 
• Benefits Package: Supporting your health and well-being 
• RRSP Matching: Invest in your future with confidence 
• Paid Time Off: Recharge and unwind – you earned it! 

📩 Ready to Elevate Your Career? Apply Now! 

At STACK IT Recruitment, we connect top talent with standout opportunities. If you meet at least 70% of the qualifications, we encourage you to apply, we’d love to chat! 

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✨ We’re committed to diversity and inclusion. Need accommodation during the hiring process? Let us know, we’re here to support you!