Service Delivery Manager - Canada
Core
Single point of accountability for customer success and operational outcomes across multi-year transit programs, orchestrating cross-functional teams in Contact Centers, Technology Operations, Financial Services, and Field Services.
Role type
Senior Service Delivery Manager
Builds
Cohesive, outcome-driven service experience for transit customers
Domain
Transportation services, managed services, regulated environments
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Cross-functional team leadership, SLA/KPI governance, incident/problem/change management, financial acumen, cost-to-serve optimization, stakeholder management, program-level strategy
Preferred skills
Transit or payments industry experience, PCI DSS/ISO 27001 compliance knowledge, global matrix organization experience
Technologies
ITIL frameworks, service management tools
Responsibilities
Establish service governance and align operational priorities with stakeholders, monitor and report on SLA/KPI performance, lead incident coordination and root cause analysis, manage cost-to-serve and commercial milestones, drive continuous improvement initiatives, ensure operational readiness for deployments and transitions
Seniority
Senior, hands-on IC with program-level leadership
