Service Delivery Manager | Hybrid

Our client is a well-established Winnipeg-based Managed Service Provider with nearly 30 years in business, acting as the outsourced IT department for organizations across Manitoba. They're deliberately relationship-driven rather than a high-volume, commoditized provider, and they take a proactive approach: managing, securing, and improving their clients' technology so problems are prevented before they happen.

They're looking for an experienced Service Delivery Manager to lead the service team and own the day-to-day delivery of service to clients. You'd be the link between technicians, dispatch, projects, and clients, making sure workloads are balanced, priorities are clear, clients are kept informed, and nothing falls through the cracks.

This is, above all, a people role, both inside and outside the company. You'd lead and support thetechnicians and dispatch team, and be a trusted, visible point of contact for clients. It's a senior seat with real authority: you'd work directly with ownership and have genuine room to shape how service is delivered. You don't need to be the most technical person in the room, but you do need to lead technical people well, make sound operational decisions, and make sure clients get an excellent experience.

Advantages
A senior seat in a close-knit, established company where you'll work directly with ownership and have real authority over how service runs, not a role where every decision is second-guessed. Genuine professional growth opportunities. If you've been running service delivery somewhere that doesn't give you the trust or room to do it properly, this is a chance to do it right.

Responsibilities
Lead and support the team: manage, coach, and develop technicians and dispatch staff through regular communication, feedback, and performance conversations.
Balance workloads and capacity: monitor service queues and technician capacity, rebalance work as priorities shift, and coordinate support work with project scheduling alongside the Project Manager, who owns project delivery.
Own service decisions: make the call when priorities compete, so technicians can stay focused on the work in front of them.
Build client relationships: act as a trusted service contact for clients, handle escalations, communicate during outages or scheduling changes, and follow up personally when a client has had a poor experience.
Drive service quality: run regular ticket reviews, maintain and improve service processes and SOPs, and work with senior technical staff to address recurring issues.
Lead dispatch: set and coach standards for ticket assignment, prioritization, escalation, and scheduling.
Manage coverage: coordinate vacation coverage and the after-hours / weekend on-call rotation.
Improve client satisfaction: gather client feedback, follow up after significant service events, and bring improvement opportunities back to the team.
Support proactive service: help improve onboarding, hardware lifecycle planning, and other initiatives that move service from reactive to proactive.

Qualifications
• Minimum 5 years of leadership or people-management experience.
• A proven ability to lead, coach, support, and hold team members accountable.
• Comfort and confidence working directly with clients, including difficult conversations and escalations.
• Strong organizational skills and the ability to manage shifting priorities without losing track.
• Sound decision-making and problem-solving skills, and the confidence to handle routine service
decisions, scheduling conflicts, and team issues independently.
• Experience managing technical or service-delivery teams is an asset.
• MSP, IT services, help desk, or professional services experience is an asset.
• Familiarity with ticketing or PSA platforms such as HaloPSA is an asset.

Summary
Our client is a well-established Winnipeg-based Managed Service Provider with nearly 30 years in business, acting as the outsourced IT department for organizations across Manitoba. They're deliberately relationship-driven rather than a high-volume, commoditized provider, and they take a proactive approach: managing, securing, and improving their clients' technology so problems are prevented before they happen.

They're looking for an experienced Service Delivery Manager to lead the service team and own the day-to-day delivery of service to clients. You'd be the link between technicians, dispatch, projects, and clients, making sure workloads are balanced, priorities are clear, clients are kept informed, and nothing falls through the cracks.

This is, above all, a people role, both inside and outside the company. You'd lead and support thetechnicians and dispatch team, and be a trusted, visible point of contact for clients. It's a senior seat with real authority: you'd work directly with ownership and have genuine room to shape how service is delivered. You don't need to be the most technical person in the room, but you do need to lead technical people well, make sound operational decisions, and make sure clients get an excellent experience.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process.