Service Delivery Manager (AI)

Location: Remote; the position is expected to be performed outside of Ontario.

Company

Managed.com operates a family of specialist brands in business technology, infrastructure, and channel commerce, including hirify.global, ColoCrossing, Hostopia, CloudBlue, and LogoMaker.

What you will do

• Own onboarding for new SaaS partners and guide delivery from planning through handover.
• Manage product onboarding, platform migrations, and integrations across multiple concurrent engagements.
• Coordinate resources, priorities, dependencies, timelines, backlogs, service-level commitments, risks, incidents, and escalations.
• Lead partner meetings, delivery reviews, roadmap discussions, and progress updates.
• Translate partner requirements and business needs into actions for technical, product, support, and operational stakeholders.
• Maintain delivery documentation and drive improvements in quality, efficiency, service-level performance, automation, and the partner experience.

Requirements

• At least 3 years of experience in IT service delivery, project management, technical consulting, or a similar role.
• Strong understanding of SaaS platforms, integrations, migrations, and cloud technologies.
• Familiarity with IT service management, service-level management, incident processes, and escalation processes.
• Experience coordinating multiple projects, competing priorities, delivery risks, and dependencies with growing independence.
• Ability to gather partner requirements, translate them for technical stakeholders, and communicate progress clearly to different audiences.
• Customer focus, analytical problem solving, and composure when managing complex issues or high-severity incidents.
• Ability to negotiate scope, resolve stakeholder conflicts, and balance partner needs with delivery capacity and business priorities.
• Fluency in written and spoken English.

Nice to have

• Experience with complex platform or partner migrations.
• Familiarity with subscription-commerce platforms and Agile or Kanban methodologies.
• Experience with documentation, customer-support, and project-planning tools or comparable tools.
• Experience with workflow automation, scripting, or AI-assisted operational improvement.
• Knowledge of additional languages.

Culture & Benefits

• Remote-first work with team members across many countries.
• Competitive pay benchmarked against the markets where hiring takes place.
• Professional development support and room to grow into new roles and business areas.
• Flexible working arrangements within the core hours required by the team.
• Access to AI tools and freedom to experiment with them.
• A culture based on trust, respect, customer impact, skills, and contribution.