Director of Managed Services Delivery

COMPANY VALUES: We succeed when our clients succeed + THE best at what we do + Passion drives our determination + Better every day + Cybersecurity in everything + Stronger togetherWith over 20 years of experience, S3 Technologies is proud to be a recognized leader in managed IT services in Montreal and one of the largest independent managed IT service providers in Canada. We serve a bilingual SMB clientele across various industries and are proud to be an employer of choice with a team of over 100 employees. S3’s sustained growth is driven first and foremost by referrals from satisfied clients.What sets us apart is our commitment to prioritizing business outcomes over technology. While we’re passionate about IT, our true motivation comes from clients telling us that our work had a concrete and positive impact on their business.Our ambition is clear: to become the l eading managed and co-managed IT services provider for SMBs in Quebec, and to contribute to their success by making them more secure, productive, and future-ready. In our primarily remote work environment, you’ll have the opportunity to challenge yourself daily alongside colleagues who share your passion and are determined to be the best. If you want to join a team where continuous improvement is a core value and where clients are at the center of everything we do, we want to meet youThe RoleReporting to the Vice President of Operations, the Director of Managed Services Delivery is responsible for the overall performance of the managed IT services delivered to our clients. They oversee the technical support teams, optimize service delivery processes, ensure adherence to service level agreements (SLAs), and act as a strategic leader to ensure client satisfaction and loyalty. This role is central to our operational structure and aims to ensure a high level of execution, efficiency, and collaboration between departments.Main Job Responsibilities Ensure the quality, efficiency, and consistency of managed IT services delivered to our clients. Supervise remote and on-site technical support teams (Levels 1 to 3) and balance workloads to ensure high-quality service (40 employees). Ensure compliance with SLAs and implement corrective actions when necessary. Manage the onboarding of new clients in collaboration with various departments. Continuously develop and improve service management processes. Ensure client satisfaction by collaborating with account managers and technical advisors. Lead, motivate, and develop internal talent within the team. Manage critical communications with clients (outages, major incidents, complaints). Produce and analyze performance reports and recommend improvements. Contribute to the definition and evolution of S3 Technologies’ managed services offering. Be responsible for achieving target margins in the managed services department. Success CriteriaAfter 6 monthsYou’ve mastered internal processes, tools, and structures. You’ve established close collaboration with team leads, account managers, and the cybersecurity/infrastructure team. You show strong leadership within the managed services team. Key performance indicators (KPIs) are known, tracked, and optimized.After 12 monthsYou’ve implemented measurable improvements in our support processes. Your teams are high-performing, engaged, and aligned with company goals. You play a leadership role in the overall operational strategy and actively contribute to the evolution of our service offering. You’re recognized as a pillar of the client experience at S3 Technologies.Skills And Experience RequirementsMinimum of 10 years of experience in IT, including 3 to 5 years in a management role. Excellent communication skills in both French and English. Strong customer service mindset and ability to manage priorities. Ability to handle stress, solve complex problems, and make quick decisions. Experience in managing teams, including managers, and in coaching and developing talent. Deep knowledge of Windows systems, network infrastructure, and Microsoft 365 environments. Good understanding of cybersecurity challenges related to managed IT services. College or university degree in computer science or a related field. Position Highlights You’ll be part of the Leadership Team at S3 Technologies. The responsibilities of the role may evolve over time with the opportunity to take on broader operational responsibilities within the company. Permanent, full-time position. Perks and BenefitsCompetitive salary based on your experience Group insurance Cell phone allowance and attractive bonus structure Primarily remote work with occasional visits to the office and the Montreal region (1–2 times per week) Office located a 5-minute walk from Place des Festivals, right in downtown Montreal Young and dynamic company culture Multiple social and sports activities throughout the year In-office game and relaxation area On-site gym and showers Only selected candidates will be contacted. Seniority level Seniority level Director Employment type Employment type Full-time Job function Job function Management and Manufacturing Industries Computer and Network Security and IT Services and IT Consulting Referrals increase your chances of interviewing at S3 Technologies Inc. by 2x Get notified about new Director Managed Services jobs in Quebec, Canada . 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