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- Ensure staff are trained on emerging tools, technologies, and best practices---avoiding reliance on outdated approaches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
