Manager, Service Delivery

Overview What do you think of when you hear the name MNP? Most likely tax and accounting, but as one of Canada’s largest consulting organizations, we’re so much more We’re also serious about technology. Make an impact with our Managed Services Practice as a Manager, leading the service delivery of Managed IT Services to our clients. The successful candidate will manage executive level client relationships, drive governance and deliver long‑term strategic value. They will develop multiyear IT roadmaps aligned to business goals while overseeing KPIs, SLAs, financial performance and continuous improvement across all managed services. They will also act as a trusted advisor on security, risk, and compliance, coordinating cross functional teams to ensure ITIL‑aligned service quality and measurable business outcomes. The role is critical in providing consistent service delivery with exceptional value to MNP’s clients. Responsibilities Client Relationship & Governance Primary executive-level point of contact for assigned strategic clients Establishes and leads formal service governance cadence (monthly/quarterly reviews, QBRs, executive briefings) Owns client satisfaction, escalation management, and long-term relationship health IT Strategy & Roadmap Development Develops and maintains client IT strategy aligned to business objectives, risk posture, and budget constraints Produces current-state vs future-state assessments for supported services Creates multi-year IT roadmaps covering security, cloud, modernization, and operational maturity Identifies opportunities to optimize or expand existing managed services and introduce future services Service Performance & Value Management Owns service KPIs, SLAs, and experience metrics across managed services Translates technical service performance into business-relevant outcomes Delivers actionable insights from service reporting (availability, security posture, cost efficiency, adoption) Financial & Commercial Oversight Oversees contract adherence, service scope alignment, and renewals Identifies cost optimization opportunities (licensing, service utilization, right-sizing) Supports forecasting, budgeting discussions, and value realization conversations with clients Risk, Security & Compliance Leadership Acts as a trusted advisor on security, risk, and compliance considerations within managed services Ensures alignment to frameworks and best practices (e.g. CIS, Microsoft Secure Score, ITIL) Leads post-incident reviews and drives continuous improvement actions Cross-Functional Leadership Coordinates delivery across service desk, engineering, security, and project teams Mentors junior SDMs and supports consistent service delivery standards Represents the client internally and champions client needs within the MSP Promote a client-centric culture focused on delivering expertise, value, and operational excellence Skills And Experience 7–10+ years in IT service delivery, client success, or managed services leadership Proven experience managing executive level‑ client relationships within an MSP or IT services environment Demonstrated success developing IT strategies and multi‑year roadmaps (cloud, security, modernization) Strong background in service performance management, including KPIs, SLAs, and operational reporting Experience overseeing contracts, renewals, and financial performance (budgeting, forecasting, cost optimization) Solid understanding of risk, security, and compliance frameworks (CIS, NIST, Microsoft Secure Score, ITIL) Track record of leading cross functional teams across service desk, project delivery Experience conducting post incident reviews and driving continuous improvement initiatives Exceptional client relationship management and executive communication abilities Strong analytical and strategic thinking skills with the ability to translate technical data into business insights Financial acumen, including cost optimization, value realization, and commercial governance Deep knowledge of ITIL practices and service management principles Ability to influence, negotiate, and manage escalations with professionalism Strong organizational skills with the ability to manage multiple clients and priorities simultaneously Leadership skills with the ability to mentor junior service delivery managers and promote consistent standards Bachelor’s degree in Information Technology, Business, or related field ITIL certification (Foundation required; Intermediate/Expert an asset) Additional certifications in service management are considered strong assets Client centric mindset with a focus on long-term partnership value Proactive, solutions-oriented approach to problem-solving Comfortable operating in a fast paced, high accountability MSP environment Strong sense of ownership, accountability, and follow-through Bilingual proficiency (French/English) is an asset Rewards MY REWARDS @ MNP — With a focus on high-potential earnings, MNP offers customized rewards that support our culture and a balanced lifestyle. You will be rewarded with generous base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, MNP University, a flexible Dress For Your Day environment, firm sponsored social events and more. This is a current opportunity with a hiring range of $100,000 to $120,000 per year, depending on experience and skills. Diversity & Inclusion We embrace diversity as a core value and celebrate our differences. We believe each team member contributes unique gifts and amplifying their potential makes our business stronger. We encourage people with disabilities to apply #J-18808-Ljbffr