Senior Delivery Manager

Job Title/Titre d'emploi

Senior Delivery Manager Vacancy No / Numéro de poste vacantVN
9374

Company Name/Nom de l'entreprise

Compugen Inc Work Location Toronto, ONPay Range / Rémunération

Base Compensation: $111000-$145000 Annually
* range is not inclusive of variable compensation (if applicable). Total Cash Compensation: $121000-$157000 Annually (range is inclusive of variable compensation if applicable)
Pipeline Posting No Job  Details/Détails du poste

About Compugen Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.

Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen!

Our Culture We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.

If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.

Position Overview:

The Senior Delivery Manager will be responsible for all service delivery activities for the assigned customer accounts. All service delivery is under the oversight of the Senior Delivery Manager regardless of whether the staff involved report directly to the SDM or are leveraged from other groups. The Senior Delivery Manager is responsible for the quality of service to the customer and has authority to resolve administrative, scheduling, resourcing, backup, and replacement issues.

The Senior Delivery Manager has responsibility for account strategy in collaboration with the account executive, and creating unified services delivery models that remove barriers and ensure an exceptional customer experiences. Thought leadership and a passion for growth make the Senior Delivery Manager a true Tech Ally to our customers.

This individual will be responsible for managing both Service Desk and Deskside Support teams, ensuring exceptional end-user experiences, operational efficiency, and alignment with business goals. This is a client-facing role requiring strong leadership, technical acumen, and a strategic mindset, with the ability to translate service metrics into business value. The ideal candidate brings proven experience managing high-volume service environments, is ITIL certified, and thrives in a dynamic, hybrid work model.

Work onsite at the Toronto office is a requirement at least 3 days per week.

Key Responsibilities:

Act as the primary liaison between Compugen’s delivery teams and the customer, ensuring coordinated, high-quality service aligned to business objectives.

Build a strong understanding of Compugen’s service offerings and capabilities to effectively align delivery efforts and partner with the Sales Account Executive in supporting the customer’s evolving needs.

Lead and develop high-performing IT service teams, including Service Desk and Deskside Support (L2), ensuring efficient operations and consistent, positive user experiences.

Manage a Service Desk operation with 2,000+ monthly contacts, ensuring resolution quality, SLA compliance, and continuous service improvements.

Oversee the performance of Deskside Support teams, ensuring rapid issue resolution, proactive support, and alignment with customer expectations.

Collaborate with internal and customer stakeholders to ensure service requirements, resource performance, and customer feedback are continuously reviewed and acted upon.

Work closely with the customer to ensure Compugen staff performance meets expectations, addressing gaps or resource changes as needed.

Monitor and analyze key service metrics and operational KPIs to drive service improvements, meet reporting requirements, and ensure accurate billing and asset tracking.

Ensure that…