Service Delivery Manager (Full-time – Permanent or Contract)


Job posted on October 23, 2018

Service Delivery Manager

(Full-time – Permanent or Contract)

Company: DLS Technology Corporation

Office Location: Ottawa, Ontario

Position Available: 1

Our growing IT Solutions and Services business group is seeking an experienced Service Delivery Manager to join our team in supporting one of client’s major projects.  This is an opportunity to work within an exciting technical fast-paced environment where you’ll have the ability to work with cutting edge technology knowing that your contributions will have a direct impact on the worldwide success of our client.


The DLS Service Delivery Manager (SDM), oversees all activities relating to the DLS provided services and acts as the primary point of contact between the client and the DLS services team. The key responsibility of the SDM is governance across all areas of the DLS services, including service management, incident and infrastructure change management process, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of service delivery. His or her duties include:

  • Acting as point of escalation for issues relating to client satisfaction and for issues beyond usual scope.
  • Ensuring defined SLAs are met, coordinating all activities to ensure all tasks are performed in a consistent manner and on schedule
  • Performing resource management and scheduling, including provision of overall direction of the activities of the DLS Services team members
  • Liaising with client representatives regarding the classification of enhancements and the scheduling of tasks
  • Monitoring overall performance of services
  • Ensuring the DLS Services team is aware of upcoming changes and is adequately equipped and prepared
  • Managing the provision of regular reporting
  • Conducting service delivery meetings
  • Ensuring all work is performed according to the agreed-upon work methods and standards that are in effect.


  • Has significant years of experience as a Project Manager or Service Delivery Manager working in a large enterprise environment to manage network infrastructure and application security.
  • Experience in forecasting headcount, resource demand management
  • Detailed working knowledge of a very broad range of IT systems
  • Strong Project Management background
  • Strong communication, and interpersonal skills
  • Must live in Ottawa, Ontario
  • BS in Computer Science, Information Technology, Business Administration or equivalent professional experience and background preferred
  • ITIL V3 Foundation Certified
  • PMI Project Management Certifications
  • Holds PWGSC Secret and Controlled Good security clearance


  • Verbal and written communication skills in French


Start Date: November 2018

Duration: 1 Year + 4x 1 Year Options

Sector: Private/Public

Language Requirements: English

Security Clearance: Secret cleared, and Controlled Good eligible

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