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Service Delivery Manager Jobs in Chestermere, AB

Keyera

Service Delivery Analyst

Calgary, AB · On-site

Manage user accounts, permissions, and access requests across various enterprise systems. * Respond ... Deliver exceptional customer service through effective communication, professionalism, and a ...

Gehc

Field Service Representative

Calgary, AB · On-site

Meet Quality Management System and Environment Health and Safety requirements. * Utilize the escalation process to resolve customer service delivery issues and conducting root cause analysis that ...

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Service Delivery Manager information

What skills and qualifications are needed to be a service delivery manager?

To thrive as a Service Delivery Manager, you need expertise in project management, service delivery processes, and customer relationship management, often supported by a bachelor's degree in business or a related field. Familiarity with IT service management (ITSM) tools like ServiceNow, certifications such as ITIL, and experience with SLA management systems are typically required. Outstanding communication, leadership, and problem-solving skills help you coordinate teams and ensure customer satisfaction. These skills and qualifications are vital to consistently deliver high-quality services, meet client expectations, and drive operational efficiency.

What is a service delivery manager?

Service Delivery Managers are professionals responsible for overseeing the delivery of services to clients or customers, ensuring that service level agreements (SLAs) are met, and continuously improving service quality. They act as a bridge between clients and service teams, addressing issues, managing resources, and coordinating processes to meet organizational goals. Their role often involves monitoring key performance indicators (KPIs), handling escalations, and ensuring customer satisfaction. Service Delivery Managers work in various industries, including IT, telecommunications, and facilities management. Their primary goal is to ensure that services are delivered efficiently, on time, and to the expected standards.

What is the difference between Service Delivery Manager vs Project Manager?

AspectService Delivery ManagerProject Manager
Primary FocusOverseeing ongoing service delivery and client satisfactionPlanning, executing, and closing specific projects
CertificationsITIL, PMP, or similarPMP, PRINCE2, or similar
Work EnvironmentClient-facing, operational teamsProject teams, temporary or cross-functional
Industry UsageIT, telecom, managed servicesConstruction, IT, engineering, various industries

The Service Delivery Manager focuses on maintaining and improving ongoing service quality and client relationships, while the Project Manager manages specific projects with defined goals and timelines. Both roles require strong communication and organizational skills but differ in scope and objectives.

What does a service delivery manager do?

Service delivery managers respond to client concerns and oversee project management for a business team. As a service delivery manager, your job duties include handling recovery exercises, documenting recovery processes, writing reports for clients, recommending solutions, and improving project efficiency. Your job involves checking in with your team to make sure they meet project benchmarks so that products and services are delivered to clients on time. Once service is set up on the client side, your role as a service delivery manager shifts to providing ongoing support for customers as they utilize your business product.

How does a service delivery manager collaborate with cross-functional teams to ensure project success?

A Service Delivery Manager often acts as a bridge between clients, technical teams, and internal stakeholders to ensure seamless delivery of services and projects. This role involves regularly coordinating with IT, operations, and customer support teams to monitor progress, address issues, and ensure service quality standards are met. Effective communication and proactive problem-solving are key, as the manager must align team efforts with client expectations and organizational goals. Regular meetings, status updates, and feedback sessions are commonly used to maintain alignment and drive project success.
More about Service Delivery Manager jobs

What cities near Chestermere, AB are hiring for Service Delivery Manager jobs?

Cities near Chestermere, AB with the most Service Delivery Manager job openings:

Service Delivery Manager jobs near you

Manager, IT Service Delivery

Hopewell Residential Management LP

Calgary, AB

Full-time

Posted 15 days ago

Job description

Title: Manager, IT Service Delivery
Company: Hopewell Residential Management
Employment Type: Full-time, Permanent
Location: Calgary, AB About Hopewell ResidentialHopewell Residential is one of Calgary's leading home builders and a respected community developer in Western Canada. Our technology environment is undergoing the most significant change in two decades, anchored by an ERP replacement and a broader digital strategy.The OpportunityWe are hiring a Manager, IT Service Delivery to lead day-to-day IT service operations through the ERP transition and into a new steady-state operating model.This role owns IT service delivery outcomes: ticketing, vendor management, ITSM discipline, and the relationship between IT and the business. You will steward the service function through ERP selection, implementation, go-live, and stabilization, and then lead it as a permanent capability.What You Will Do1. Own IT Service Delivery
  • Own end-to-end IT service delivery for the business, including intake, triage, escalation, and resolution.
  • Establish and enforce ITSM discipline, tooling, and operational standards.
  • Act as the primary relationship owner between IT and functional leaders across operations, finance, sales, marketing, and construction.
  • Support Enterprise solutions such as Salesforce, NEWSTAR, Monday.com etc. through a team of internal team members, vendors and contractors.
2. Lead ERP Service Readiness & Stabilization
  • Participate meaningfully in ERP partner selection, including vendor presentations, scoring, contract input, and run-readiness evaluation.
Define and own ERP service readiness, including:
  • Support model design
  • Cutover and go-live support planning
  • Hypercare execution
  • Post-go-live stabilization
  • Carry accountability for ERP operational performance through the first 12 months post go-live.
3. Team Leadership & EvolutionLead a team evolving over time:
  • Current state: 1 analysts
  • Future state (12–18 months): 2 specialized analysts (Salesforce/Business Apps; AI/Microsoft/Data)
  • Hire, coach, prioritize, and hold the team accountable as the function scales.
  • Ensure roles are clear, workloads are sustainable, and knowledge is not concentrated in individuals.
4. Vendor & Partner Management
  • Own relationships with managed services providers, ERP vendors, Salesforce specialists, and Microsoft contractors.
  • Negotiate and manage SOWs, rate cards, SLAs, and performance expectations.
  • Drive accountability, escalation discipline, and continuous improvement with vendors.
5. Governance & Operating Model Participation
  • Participate as a member of all Enterprise Application Steering Committees.
  • Maintain RACI accountability for service delivery readiness, ITSM tooling, and vendor performance.
  • Work with the IT Leadership team to formalize and maintain governance structures, decision rights, and escalation paths.
6. Cross-Functional PartnershipPartner closely with the IT and business team members:
  • Define business vs. technical issue triage
  • Establish clean handoffs between project delivery and operations
  • Ensure continuity through system implementation and beyond
Organizational ContextHopewell Residential is part of the Hopewell family of companies. Central IT services (infrastructure, identity, endpoint, cyber) are provided by Hopewell Capital.You will work with the Fractional CIO to formalize and maintain the RACI defining the boundary between:
  • Hopewell Residential application and service delivery
  • Hopewell Capital central IT services
What You Bring
  • 5–8 years of progressive IT experience with a clear focus on service delivery and vendor management
  • Demonstrated experience running or standing up an ITSM function
  • Comfort owning outcomes across multiple application platforms without being the deepest technical expert
  • Strong communication skills with business leaders who are not IT-native
  • ERP transition experience in a mid-market environment is a strong asset
What Success Looks LikeAt 6 Months
  • ERP partner selection participation complete
  • Enterprise Application Vendor relationships formalized with clear SOWs and expectations
  • Application service delivery model defined (support tiers, escalation paths, tooling direction)
  • Foundational ITSM processes integrated in service delivery
At 12 Months (ERP Go-Live)
  • ERP is live with a functioning hypercare model
  • ITSM tooling supports ERP and non-ERP workloads cohesively
  • Service team build-out complete
At 24 Months (Post-Stabilization)
  • ERP is stable and fully transitioned into BAU operations
  • Application portfolio rationalized to approximately 10–12 core tools
  • Vendor performance is measured, managed, and continuously improved
  • IT service delivery is viewed as a strategic partner, not a reactive support function

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