Service Delivery Manager

Job Type: Permanent Work Model: Hybrid Reference code: 131749   Primary Location: Calgary, AB  All Available Locations: Calgary, AB; Burlington, ON; Edmonton, AB; Fredericton, NB; Halifax, NS; Kitchener, ON; Moncton, NB; Ottawa, ON; Regina, SK; Saint John, NB; Saskatoon, SK; St. John's, NL; Toronto, ON; Vancouver, BC; Victoria, BC; Winnipeg, MB Our Purpose At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.By living our Purpose, we will make an impact that matters.Have many careers in one Firm.Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.Learn from deep subject matter experts through mentoring and on the job coachingSummaryThe Service Delivery Manager is responsible for overseeing the delivery of managed services to clients.  They will be responsible for managing the delivery team responsible for delivering services to our customers and will work on ensuring client is satisfied with the services being delivered. This role involves coordinating with various groups in delivering the service, monitoring service performance, and implementing best practices to meet or exceed service level agreements or objectives (SLAs/SLOs).What will your typical day look like?In this role, you will manage the end-to-end service delivery processes for assigned clients or projects, serving as the primary point of contact for client escalations and issue resolution. You will monitor and report on service performance metrics to ensure compliance with SLAs and contractual obligations. Additionally, develop and implement service improvement plans in collaboration with cross-functional teams, and lead and mentor service delivery teams to foster a culture of continuous improvement and customer focus. The ideal candidate will coordinate with internal teams, such as IT, Operations, and Sales, to ensure seamless service delivery, and conduct regular service reviews with both clients and internal stakeholders. Part of the responsibilities also includes identifying opportunities for process optimization and cost reduction, managing budgets, resource allocation, and capacity planning for service delivery functions. Throughout all activities, you will  ensure strict adherence to company policies, standards, and regulatory requirements.About the teamThis is your opportunity to work in Operate at Deloitte. Operate services harness the latest technologies, talent, and capabilities from all over the world to deliver ongoing outcomes and client value. We do more than traditional business process outsourcing. We do more than just “keeping the lights on.” We work shoulder-to-shoulder with clients and their customers, constantly adapting to the pace of change, to ideate, innovate, and embed continuous advantage at the heart of their operations. And we do it with the kind of drive and passion that comes from loving what you do—and who you do it with.Enough about us, let’s talk about youYou are someone with:Bachelor’s degree in Computer Science, Business Administration, or related field (Master’s preferred).Proven experience (typically 5+ years) in service delivery, client management, or relevant roles.Strong leadership, interpersonal, and communication skills.Experience with ITIL or other service management frameworks is preferred.Excellent problem-solving and analytical abilities.Ability to manage multiple priorities in a fast-paced environment.Proficiency in service management software e.g. ServiceNow and Microsoft Office Suite. Key Competencies:Client-focused mindsetResults-oriented approachTeam leadership and developmentEffective communication and negotiationAnalytical thinking and decision-makingTotal RewardsThe salary range for this position is $72,000 - $138,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth.  Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure. Our promise to our people: Deloitte is where potential comes to life. Be yourself, and more.We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.You shape how we make impact.Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.Be the leader you want to be Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.Have as many careers as you want.We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.The next step is yours At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan, Reconciliation Action Plan and the BlackNorth Initiative. We encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or indigenouscareers@deloitte.ca  for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis). When you apply, we will review your application using Deloitte's Global Talent Standards to ensure a consistent  recruitment experience. Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.