Information Technology Service Delivery Manager

Consolidated Information Technologies Inc. (CITI) is a Toronto-based, client-focused IT services provider that has supported Canadian businesses since 1986. We specialize in managed and break-fix IT services tailored to the small- and medium-sized business (SMB) market. Our business is built on relationships, mutual respect, and long-term trust.

CITI's culture is flexible, collaborative, and deeply humane. We are a close-knit team of professionals who enjoy our work, support each other, and genuinely like our clients. We foster a low-ego, blame-free environment where loyalty and integrity are paramount. Many of our clients have been with us for years and so have our team members---we believe that trust and transparency are essential to delivering great service.

We are seeking an experienced leader with a strong background in the small to mid-sized Managed Services Provider (MSP) sector. The ideal candidate will have a minimum of 10 years in IT services, including at least 5 years of recent experience in service delivery management within an MSP environment. This role requires a deep understanding of the unique challenges faced by SMB clients, particularly in maintaining robust IT security. If you are passionate about delivering exceptional IT services, fostering long-term relationships, and bringing fresh energy to team performance and service innovation, we want to meet you.

Responsibilities

Lead, mentor, and inspire a distributed team of technical support professionals
Foster a collaborative, psychologically safe, and high-performance culture based on mutual trust and respect
Ensure staff are trained on emerging tools, technologies, and best practices---avoiding reliance on outdated approaches
Manage technician scheduling, performance, availability, and task distribution
Play an active role in recruiting, interviewing, and selecting technical staff, including both general fit and technical evaluations

Service Delivery Management

Maintain high service standards while driving operational efficiency
Oversee all aspects of ticket triage, client dispatch, escalations, and service quality
Conduct ongoing reviews of service documentation, logs, and timesheets
Lead client onboarding activities from a technical and process perspective

Client Engagement \& Relationship Management

Build and maintain strong, positive, and long-term client relationships
Communicate technical issues with clarity, empathy, and appropriate framing
Identify service gaps or new opportunities and work with clients to implement value-added improvements
Translate technical insights into actionable client briefings and strategic recommendations

Innovation, Automation \& Strategy

Champion service innovation and continuous improvement, challenging "the way it's always been done"
Evaluate and implement automation solutions to enhance delivery without compromising personal service
Leverage tools like PowerShell, Make, and Zapier for workflow optimization
Explore AI tools like ChatGPT and LLMs to support internal efficiencies, documentation, and emerging advisory use cases
Use KPIs, dashboards, and service analytics to manage team performance and client satisfaction
Partner with company leadership to align service strategy with growth, profitability, and evolving client needs

Security \& Risk Management

Stay up-to-date with cybersecurity trends, tools, and SMB threat landscapes
Implement security measures aligned with client scale, needs, and regulatory concerns
Integrate endpoint protection, data protection, and identity management into routine service workflows

Required Qualifications

Minimum 10 years of experience in IT services, including at least 5 years of recent experience in service delivery leadership within a small or mid-sized MSP (fewer than 60 employees)
Deep technical expertise with premises-based Microsoft Windows networks and services
Extensive networking experience: LAN/WAN design, IP/VLAN schemes, VPN, firewall configuration, wireless architecture, and monitoring
Hands-on familiarity with a modern MSP toolstack (Microsoft 365, VMware, Hyper-V, RMM/PSA, etc.)
Automation: PowerShell, Make (Integromat), Zapier
AI tooling such as ChatGPT
Security stack including Microsoft Defender EDR, SentinelOne, Trend Micro, Huntress, Proofpoint, CrowdStrike
Firewalls and infrastructure: SonicWall, Fortinet, Cisco, Ubiquiti
Practical, hands-on mindset with a willingness to dive into technical issues when needed
Proven ability to build and sustain high-performing, collaborative teams
Demonstrated ability to build a culture of learning, transparency, and constructive feedback
Bachelor's degree in IT or equivalent experience
Valid Canadian driver's license and access to a vehicle

Preferred Qualifications

ITIL v3 or v4 certification
Experience implementing MDR/SOC/SIEM frameworks
Experience conducting hiring interviews and contributing to team-building strategy

Working Conditions

40 hours/week, Monday to Friday (8:00 AM -- 5:00 PM EST)
Primarily remote with occasional in-person meetings
Sustained focus in screen-based environments

Hourly rate range for this role: $53 to $65/hour

To Apply

Send your resume and a tailored cover letter describing your relevant experience and how you've helped shape or lead teams in small MSPs. Applications will only be considered from candidates currently residing in Canada. Candidates without current MSP experience should not apply.

Please notify us if you require accommodation at any time during the recruitment process.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Flexserv

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Information Technology Service Delivery Manager