Service Delivery Manager (IT)

Location: Fully remote within Canada; candidates must be located in the Canadian Mountain Time Zone. Regional travel and on-call escalation participation are required.

Salary: CA$71,600–CA$107,500 per year

Company

hirify.global is a professional services and technology firm supporting insurance, financial services, public sector, and other highly regulated clients with risk management, core business operations, transformation, and technology solutions.

What you will do

• Own end-to-end IT service delivery across regional sites, ensuring service availability, performance, reliability, and customer experience.
• Lead major incident escalations, business-facing communications, service operations, SLAs/OLAs, and operational review meetings.
• Partner with global service owners, local IT teams, business leaders, site managers, and country IT teams on service performance and improvement.
• Drive ITIL-aligned governance, continuous service improvement initiatives, service improvement plans, and performance reporting.
• Coordinate incident, problem, change, service transition, project readiness, and BAU acceptance activities.
• Manage regional vendors, capacity planning, service risks, compliance, data residency, labour law, security, and audit readiness.

Requirements

• Typically 10+ years of experience in IT service delivery, including regional or multi-site IT environments.
• Experience working in global or matrixed organisations and regulated or compliance-heavy environments.
• Strong ITIL-based service management experience, including Incident, Problem, Change, and Service Level processes.
• Experience with vendor and supplier management, service governance, performance frameworks, and measurable improvements such as SLA, CSAT, or MTTR.
• Experience in large-scale transformation or service transition programmes and exposure to 24×7 operational models.
• Knowledge of core IT services including EUC, networks, cloud, and applications; understanding of SLA, XLA, KPI, governance, risk, and compliance reporting.
• Awareness of AI and automation for improving service delivery and user experience.
• Strong written and verbal communication, attention to detail, customer focus, and commitment to continuous improvement.
• Ability to work effectively in regional and global environments, participate in on-call escalation for major incidents, and travel regionally as required.

Culture & Benefits

• Permanent, full-time employment in a fully remote workplace.
• Work with a global organisation of more than 8,000 professionals across ten countries.
• Role supports collaboration across global IT, regional business, local IT, vendors, and regulated clients.
• Participation in regional travel and major-incident on-call escalation is part of the role.

Hiring process

• Application and CV review.
• Interview followed by a second-stage interview.
• Offer and hiring.