Service Delivery Manager

ABOUT SUPRA ITS

Founded in 1999, Supra ITS has grown into a globally trusted IT partner, delivering world-class Managed IT, Cybersecurity, Digital Transformation, Application Services, and Business Process Outsourcing (BPO) Services. Headquartered in Mississauga, Supra ITS operates with 650+ employees worldwide, including Network Operations Centers (NOCs) in Canada and India, ensuring 24/7 IT support and seamless service delivery.

Supra ITS provides a full spectrum of IT solutions, including server and network management, private cloud, disaster recovery, service desk support, and advanced security services. With a security-first approach and SLA-driven commitments, Supra ITS takes complete ownership of IT services, allowing clients to focus on growth while ensuring uninterrupted operations.

A vendor of established track record, Supra ITS is dedicated to long-term client success through tailored, scalable IT solutions. Canon Canada's strategic investment in Supra ITS strengthens this commitment by integrating Canon's cutting-edge technologies with Supra's agile IT services. This partnership fosters innovation, enhances efficiency, and accelerates digital transformation, providing customers with superior IT solutions that are scalable, secure, and customer centric.

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TEAM OVERVIEW

This is your opportunity to join a dynamic company with a team that works very well together and has solid organized structures in place. Supra has an office in Brampton, Ontario and growing, you will be part of a growing team and evolving company.

YOU ARE

You are someone who puts the customer first—always. You thrive on delivering exceptional user experiences and take pride in resolving technical issues with confidence and care. Your work ethic is strong, your mindset is proactive, and you approach challenges with curiosity and a problem-solving attitude.

You're ready to grow. As part of our Global Service Delivery team, you'll be supported with hands-on training and the opportunity to learn the tools and technologies that power our customer support. This is a full-time role where your willingness to learn and adapt will be just as valuable as your technical know-how.

You're not just joining a team—you're becoming part of a global support network that values collaboration, continuous improvement, and a shared commitment to excellence.

The Service Delivery Manager is responsible for leading the day-to-day operations of the Service Delivery team in a managed IT services environment. This role ensures that customer issues and requests are resolved within agreed SLAs, the team delivers high-quality technical support, and processes are continuously improved to enhance customer satisfaction. The Service Delivery Manager also acts as a bridge between customers, internal technical teams, and vendor partners.

This is a mostly remote role at the locations mentioned above. If the candidate is from GTA region, it is expected from candidate to comply with corporate return to office policy. If the candidate is from outside GTA region, exceptions can be discussed accordingly.

Key ResponsibilitiesOperational Leadership

· Manage the Service delivery team (Level 1, Level 2, and Level 3 technicians).

· Ensure incidents, service requests, and change requests are logged, tracked, and resolved within agreed SLAs.

· Oversee ticket queue management, workload distribution, and escalation handling.

· Monitor service Delivery KPIs , e.g :

o SLA compliance rate (% of tickets resolved within SLA).

o First Call Resolution (FCR) rate.

o Customer Satisfaction (CSAT) scores.

o Average ticket response and resolution time.

o Ticket backlog and aging metrics.

Customer Experience

· Act as a point of escalation for critical or dissatisfied customer issues.

· Ensure communication with customers is timely, professional, and proactive.

· Drive a culture of customer-first service delivery.

Process & Continuous Improvement

· Maintain and improve ITIL-based processes (incident, request, problem, change management).

· Ensure documentation (IT Glue or equivalent) is accurate, up-to-date, and followed by the team.

· Analyze trends in incidents and requests to recommend improvements in systems, tools, or processes.

· Collaborate with project teams for smooth handover of new customers or technologies into operations.

Team Management & Development

· Recruit, train, and mentor service delivery staff.

· Conduct regular performance reviews, set objectives, and coach team members.

· Organize knowledge-sharing sessions to enhance team capability.

Collaboration & Vendor Management

· Coordinate with vendors and partners (e.g., Microsoft, Cisco, security vendors) for escalated support issues.

· Collaborate with internal teams (Infrastructure, Security, Cloud) for escalations and cross-team support.

· Participate in customer meetings, service reviews, and QBRs as required.

Qualifications & Skills

Education & Experience

· Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).

· 5–7 years of IT support/service delivery experience in managerial/ lead/ supervisor capacity.

· Experience in a Managed Service Provider (MSP) or IT outsourcing environment is strongly preferred.

Technical Skills

· Strong understanding of ITIL framework (ITIL certification preferred).

· Hands-on knowledge of ITSM tools (e.g., ConnectWise, ServiceNow, ManageEngine).

· Familiarity with Microsoft 365, networking, virtualization, backup, and security tools.

· Understanding of SLA management and customer contract obligations.

Soft Skills

· Excellent communication, leadership, and people management skills.

· Strong problem-solving and decision-making abilities.

· Ability to manage multiple priorities in a fast-paced environment.

· Customer-centric mindset with strong relationship-building skills.

Job Type: Full-time

Pay: $85,000.00-$100,000.00 per year

Benefits:

• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Paid time off

Work Location: In person