Technology | IT Service Delivery Manager - FT

IT Service Delivery Manager

Tecnet – Delivering Best-in-Class IT Solutions Since 1974

About Us

Tecnet is Canada’s longest-standing IT services provider, offering a wide range of solutions, including hardware, software, networking, and both physical and cyber security. With major hubs in Victoria and Vancouver, and over 35 Authorized Service Centres (ASC) across British Columbia, we’re committed to supporting communities across urban and rural areas with high-quality IT solutions.

Learn more about us at www.tecnet.ca.

Role Overview

As the IT Service Delivery Manager at Tecnet, you will oversee the daily operations of our Field Services and Helpdesk departments, with a strong focus on cultivating a client-first culture. This leadership role ensures consistent, high-quality client experiences by managing team leads and their staff, driving operational excellence, and handling escalations directly with clients.

Reporting to the Director of Operations, you’ll collaborate closely with other service areas to deliver seamless, proactive IT support.

Why Work with Us?

• Legacy of Excellence: Be part of a company with over 50 years of experience and a trusted reputation in the IT services industry.
• Leadership Impact: Take ownership of service delivery and shape the client experience across multiple departments.
• Professional Growth: Access opportunities for leadership development, certifications, and strategic contributions.
• Collaborative Culture: Join a team that values communication, innovation, and continuous improvement.

Schedule

This is a full-time permanent position with 8-hour shifts from Monday – Friday for a total of 40 hrs weekly.

What We Offer

Competitive Salary

• $65,000 - $90,000. Salary commensurate with experience.

High Value Benefits

• Extended Health Care
• Dental & Vision Care
• RRSP
• Paid Time Off
• On-Site Parking

Eligibility for benefits begins following six months of employment.

What You’ll Do

Operational Leadership

• Own the end-to-end client service experience across field operations and helpdesk services.
• Lead team leads, ensuring they are supported and equipped to manage effectively.
• Ensure smooth handoffs between Helpdesk, Field, Professional, and Technical Services.

Client Experience & Escalation Management

• Champion a client-centric culture across all teams.
• Act as the primary escalation point for client issues, resolving concerns and rebuilding confidence.
• Collaborate with account management and professional services to anticipate client needs.
• Analyze client feedback to guide improvements and strengthen relationships.

Service Delivery & Quality Assurance

• Monitor performance metrics (NPS, KPIs, SLAs, utilization, CSAT).
• Drive continuous improvement initiatives.
• Conduct regular service reviews to identify risks and opportunities.

People Management & Development

• Mentor and develop team leads.
• Foster a collaborative and positive work environment.
• Support training initiatives to enhance technical and customer service skills.

Stakeholder Communication

• Report regularly to the Director of Operations on performance, staffing, and client experience.
• Collaborate with internal departments to ensure aligned service delivery.

Strategic Contribution

• Contribute to operational planning and resource strategy.
• Recommend tools and process improvements.
• Align practices with industry standards (e.g., ITIL).

What You Bring

• Bachelor’s degree in IT, Business Administration, or equivalent experience
• Strong technical knowledge in hardware and software support
• 5+ years of IT service management experience, including 2+ years in a leadership role
• Proven experience managing client escalations and fostering relationships
• Familiarity with ITIL and service management frameworks
• Excellent leadership, communication, and problem-solving skills
• Ability to balance strategic planning with hands-on management

Key Success Metrics

• High client satisfaction and timely issue resolution
• Strong collaboration across service departments
• Effective leadership and team development
• Alignment with Tecnet’s mission, vision, and values
• Proactive approach to service improvement

Thanks for applying! While we appreciate every application, only shortlisted candidates will be contacted for an interview.