About F12: F12 was built by uniting IT consulting firms across Canada with a shared vision: to reduce risk and complexity by crafting technology platforms that empower leaders to focus and thrive. We elevate IT conversations from ingredients to outcomes, delivering fully designed solutions with no bad options. If you’re looking for the fast lane into an IT career or want to supercharge your professional development, you’ve come to the right place. At F12, you’ll collaborate with a diverse team and gain exposure to technology services across countless businesses—building a resume rich with experience and accomplishments. Our mission is to elevate our employees by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders. We value humble service, continuous improvement, and hard work—and we’re looking for like-minded individuals to join us. POSITION: Service Delivery Manager JOB TYPE: Full Time LOCATION: Remote About F12: F12 was built by uniting IT consulting firms across Canada with a shared vision: to reduce risk and complexity by crafting technology platforms that empower leaders to focus and thrive. We elevate IT conversations from ingredients to outcomes, delivering fully designed solutions with no bad options. If you’re looking for the fast lane into an IT career or want to supercharge your professional development, you’ve come to the right place. At F12, you’ll collaborate with a diverse team and gain exposure to technology services across countless businesses—building a resume rich with experience and accomplishments. Our mission is to elevate our employees by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders. We value humble service, continuous improvement, and hard work—and we’re looking for like-minded individuals to join us. The Position: Reporting into the Director, Managed Services, the Services Delivery Manager focuses on F12’s Clients and Services. This role is one of the most critical positions in the organization, serving as the central connector between our clients and the integrated service unit (IST) and enterprise services teams (ESTs) that supports them. The Services Delivery Manager ensures the delivery of high quality managed services, drives operational excellence, empowers technicians, and maintains strong, strategic client relationships. The successful candidate oversees end-to-end service delivery, ensures performance against SLAs and KPIs, and continually enhances the efficiency, quality, and consistency of services delivered. Responsibilities: - Lead, coach, and inspire a high performing IST/EST, fostering a culture of collaboration, accountability, and continuous improvement. - Provide mentorship and professional development opportunities, including conducting Quarterly Reviews and setting Quarterly Goals with technical leadership. - Oversee the end-to-end service delivery lifecycle, ensuring adherence to SLAs, consistent delivery quality, and strong operational execution. - Allocate resources effectively, balancing workloads, addressing scheduling conflicts, and ensuring timely completion of tickets, projects, and client priorities. - Act as the primary point of contact for clients—handling escalations, conducting service reviews, and maintaining trusted, strategic relationships. - Perform performance assessments for technicians and ensure expectations, behaviours, and performance standards are clearly understood and monitored. - Implement and enforce QA practices, including sample call reviews, ticket audits, documentation checks, and coaching around communication standards. - Develop, refine, and optimize service delivery processes to improve efficiency, consistency, and overall operational effectiveness. - Monitor service delivery metrics and leverage data insights to drive decisions, identify trends, and shape improvement plans. - Collaborate with the Director of Managed Services to manage the IST/EST budget, review expenses, and ensure responsible resource utilization. - Identify and mitigate delivery risks, escalate issues proactively, and implement preventative actions to maintain service stability and continuity. - Stay current on industry trends, ITIL practices, and evolving technologies to influence service delivery evolution and best practice adoption. - Support and monitor technicians' written Quarterly Goals to ensure progress, alignment, and meaningful development. - Drive IST/EST performance in alignment with key KPIs, including SLA achievement, service quality, and client satisfaction. - Ensure service delivery expectations are consistently met or exceeded through proactive oversight and continuous improvement efforts. Requirements: - Extensive experience in service delivery management within a Managed Services Provider (MSP) or service environment. - Strong understanding of IT infrastructure, cloud services, security, and modern workplace technologies. - Proven ability to lead and develop high-performing technical and service delivery teams. - Exceptional communication, leadership, and client facing skills. - Demonstrated ability to manage multiple concurrent initiatives while maintaining delivery quality. - Familiarity with ITIL frameworks and best practice service management methodologies. - Bachelor’s degree in a relevant field is preferred; ITIL or project management certifications are an asset. Competencies: - Leadership & Team Development - Client Relationship Management - IT Service Delivery & MSP Operations - Quality Assurance & Continuous Improvement - Resource & Financial Management - Data Driven Decision Making - Communication & Stakeholder Alignment - Risk Management & Operational Oversight What You Can Expect from Us: We are proud of our forward-thinking, dynamic culture that champions diversity, inclusivity, and a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Our comprehensive total rewards program includes: - Work-Life & Growth: Three weeks vacation plus extra Flex Days, leadership development opportunities, growth coaching, and reimbursements for educational advancement and certifications. - Health & Financial Well-Being: Health Spending Account or RRSP matching, extended health care, dental and vision coverage, disability and life insurance, and an employee assistance program. - Additional Perks: Tuition reimbursement, paid time off, on-site parking, high-class office amenities, and company events. Our Equal Opportunity Commitment: F12.net practices as an equal opportunity employer in all services locations. We are committed to building and maintaining a diverse workforce in experience, skills and knowledge. The company maintains a strict policy to ensure equal employment opportunities and does not discriminate based on any grounds and elements protected by law. For those requiring assistance with disabilities, information relating to accommodation and accommodation measures will be addressed confidentially. Please notify us in advance if any accommodation needs are required. The above statements are intended to describe the general nature and level of work performed by people assigned to this job classification. They are not intended to be an exhaustive list of all responsibilities and duties required of people assigned to this job classification. What You Can Expect from Us: We are proud of our forward-thinking, dynamic culture that champions diversity, inclusivity, and a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Our comprehensive total rewards program includes: - Work-Life & Growth: Three weeks vacation plus extra Flex Days, leadership development opportunities, growth coaching, and reimbursements for educational advancement and certifications. - Health & Financial Well-Being: Health Spending Account or RRSP matching, extended health care, dental and vision coverage, disability and life insurance, and an employee assistance program. - Additional Perks: Tuition reimbursement, paid time off, on-site parking, high-class office amenities, and company events. Our Equal Opportunity Commitment: - F12.net practices as an equal opportunity employer in all services locations. We are committed to building and maintaining a workforce diverse in experience, skills, and knowledge. The company maintains a strict policy to ensure equal employment opportunities and do not discriminate based on any grounds and elements protected by law. - For those requiring assistance with disabilities, information relating to accommodation and accommodation measures addressed confidentially. Please notify us in advance if any accommodations required. Please note that this position represents a true vacancy and we do not currently use artificial intelligence (AI) to at any stage of the hiring process to screen, assess or select candidates.