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Director - Service Management - Service Delivery in Toronto at Inteqna

Date Posted: 9/13/2018

Job Snapshot

Job Description

Director - Service Management - Service Delivery

What will you contribute?

As a member of a dynamic, fast paced Infrastructure team, the Group Leader, Service Delivery brings proven experience in delivering services and solutions, has excellent business acumen, leadership and work ethic. This role requires critical thinking and a sense of urgency to respond to time sensitive issues and shifting priorities. This position is responsible for the day-to-day service commitments, overall client satisfaction, cost of delivery and SLA performance for products or services offered to internal and external customers. The position is also responsible for defining and implementing the Service Delivery strategy and supporting portfolio of services and ensuring tactical and strategic advice for new business initiatives.

Responsibilities & Deliverables:
The Group Leader, Service Delivery has overall accountability for all service delivery operational and performance, improvement and customer satisfaction; reviews the operation and performance of the Service Delivery strategy and makes any necessary changes or adjustments to the strategic plans or the way they are implemented or operated.

The role will professionally and quickly navigate customer impacting outages and apply process improvements to continuously improve customer experience; will measure and monitor metrics and act as a key contact with the business on Service Management matters. The position is responsible for understanding the business, assisting in the prioritization of projects, ensuring that projects align with the technology that provides maximum return on investment, and directing IT strategy in support of the overall business strategy. The role is accountable for the development and oversight of a highly effective relationship between the assigned business units and IT ensuring overall business satisfaction with technology solutions and services.

Required Experience:

Skills and Knowledge:

  • Demonstrated understanding of ITIL methodologies, ITIL® v3 Certification desirable
  • Demonstrated evidence of influencing positive change within a Service Management environment
  • Thorough knowledge of Service Management operations including a strong knowledge of IT best practices, industry trends and customer service
  • Solid relationship management and performance management skills.
  • An ability to handle conflict/difficult situations in a fast paced dynamic environment.
  • Ability to present ideas in user-friendly language to non-technical staff, end user and customers.
  • Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all groups, and to drive and resolve incidents in a high pressure, dynamic, real time environment.
  • Excellent communication skills such as leading discussions, briefing sessions, forums, and telephone conferences, as well as written skills
  • Capacity to influence outcomes, attain results, drive issues to closure, set high standards of performance and pursue challenging goals.
  • Previous experience bringing diverse groups together to focus on a common goal.
  • Understands how to drive and implement strategic technology solutions in support of critical business functions.
  • Demonstrated ability for independent decision making, supporting large customer groups, and providing guidance and direction to very visible projects.
  • Demonstrated ability to assume higher level leadership roles and responsibilities in critical situations.


  • 10 (+) years of experience in progressive IT related roles with people leadership and project management experience.
  • Experience in managing large and complex client relationships
  • Experience as an ongoing client contact with demonstrated success in applying knowledge to build a successful client relationship and deliver desired internal and client focused outcomes.
  • Extensive experience in all aspects of IT incidents and stakeholder management
  • Knowledge and experience translating and interpreting complex technical information
  • A sound understanding of networks, platforms and products, and how these rely and interact with each other, and how they deliver services to end customers, and how they relate to OLA metrics.


Please apply directly online or submit your resume to Jamie Evans

Inteqna would like to thank all candidates for their interest in this opportunity. Due to the volume of resumes we receive we may only be able to respond directly to those candidates being selected for an interview.

Accommodations for job applicants with disabilities will be provided upon request during the recruitment, assessment, selection and placement process.

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Service Delivery, SLA, ITIL

Alternate format available upon request.