Senior Service Delivery Manager

Senior Service Delivery Manager – Information Technology

Connor, Clark & Lunn Financial Group Ltd

Toronto, ON

About

The Role

We are looking for a Senior Service Delivery Manager (IT) for an existing vacancy in our IT department. Responsible for leading the delivery, quality, and continual improvement of IT services for internal stakeholders and business units. This role acts as the primary liaison between technology teams and the organization, ensuring IT services align with business needs, meeting performance expectations, and following consistent service management practices.

The Service Delivery Manager will build and develop a high-performing client services team, champion service excellence, and ensure effective practices across incident, request, problem, change, asset, and knowledge management. The ideal candidate combines strong technical understanding with exceptional communication, leadership, and service delivery experience. Our offices operate on a hybrid model with three days in-office.

What You Will Do Service Management & Governance

Maintain consistent service management practices across the organization and drive excellence in incident, request, problem, change, asset, knowledge, and service level management. Ensure services have defined ownership, documented procedures, and measurable performance targets while promoting simplified, standardized, and repeatable processes.

Service Operations & Performance

Oversee daily IT service operations, ensuring timely resolution of incidents and requests and adherence to SLAs and quality standards. Monitor operational metrics and trends to maintain service stability and lead major incident management, including coordination, communication, and root cause analysis.

Technical Understanding & Collaboration

Maintain strong technical awareness across infrastructure, applications, cloud, and end‑user technologies. Collaborate with technical teams to evaluate tools, enhance workflows, resolve recurring issues, and participate in designing new or evolving IT services. Bridge communication between technical SMEs and non‑technical stakeholders. Serve as the primary escalation point for IT support teams, ensuring smooth delivery of services across Level 1‑3 operational support, including oversight of technical engineers.

Continuous

Improvement & Innovation

Use data, stakeholder feedback, and operational insights to drive ongoing service improvements. Identify automation and efficiency opportunities, standardize documentation and support practices, and promote best practices that elevate operational maturity and overall service quality.

Vendor & Contract Management

Manage external service providers to ensure service quality and contractual compliance. Support vendor evaluations, renewals, and performance reviews, ensuring third‑party services integrate smoothly with internal processes and expectations.

What You Bring Education & Experience

• Bachelor’s degree in Information Technology, Business, or related field; or equivalent experience.
• 10+ years of experience in IT service management, service delivery, or client services roles.
• 5+ years of experience leading teams in a technology or service‑oriented environment.
• Familiarity with ITIL or similar service management methodologies is an asset.
• Strong understanding of IT infrastructure, applications, cloud platforms, networking, and security fundamentals.
• Experience with IT service management tools (such as Service Now, Fresh service, Jira Service Management, etc.).
• Knowledge of monitoring, incident response, and asset lifecycle management.

Leadership & Soft Skills

• Excellent communication skills with the ability to work effectively across all organizational levels.
• Strong leadership, coaching, and mentoring capabilities.
• Ability to break down complex technical issues for non‑technical stakeholders.
• Strong analytical thinking, problem‑solving, and decision‑making abilities.
• Proven ability to manage multiple priorities in a dynamic environment.

Success in This Role

This position ensures that IT delivers a consistent, reliable, and business‑aligned service experience. By developing a strong client service function and implementing…