Back to jobs

Senior Service Delivery Manager

Vancouver, British Columbia, Canada

 

Interested in joining one of Canada's top performing asset managers? We are looking for a Senior Service Delivery Manager (IT) for an existing vacancy in our IT department. Responsible for leading the delivery, quality, and continual improvement of IT services for internal stakeholders and business units. This role acts as the primary liaison between technology teams and the organization, ensuring IT services align with business needs, meeting performance expectations, and following consistent service management practices. 
The Service Delivery Manager will build and develop a high-performing client services team, champion service excellence, and ensure effective practices across incident, request, problem, change, asset, and knowledge management. This position ensures that IT delivers a consistent, reliable, and business-aligned service experience. By developing a strong client service function and implementing effective service management practices, the Client Service Manager will significantly improve service quality, stakeholder satisfaction, and operational maturity across the organization. The ideal candidate combines strong technical understanding with exceptional communication, leadership, and service delivery experience. Our offices currently operate on a hybrid model with a combination of in-office and remote working days throughout the week. 
 
What You Will Do 
 
Service Management & Governance 
  • Maintain consistent service management practices across the organization and drive excellence in incident, request, problem, change, asset, knowledge, and service level management. Ensure services have defined ownership, documented procedures, and measurable performance targets while promoting simplified, standardized, and repeatable processes. 
Service Operations & Performance 
  • Oversee daily IT service operations, ensuring timely resolution of incidents and requests and adherence to SLAs and quality standards. Monitor operational metrics and trends to maintain service stability and lead major incident management, including coordination, communication, and root cause analysis. 
Technical Understanding & Collaboration 
  • Maintain strong technical awareness across infrastructure, applications, cloud, and end-user technologies. Collaborate with technical teams to evaluate tools, enhance workflows, resolve recurring issues, and participate in designing new or evolving IT services. Bridge communication between technical SMEs and non-technical stakeholders. Serve as the primary escalation point for IT support teams, ensuring smooth delivery of services across Level 1-3 operational support, including oversight of technical engineers. 
Continuous Improvement & Innovation 
  • Use data, stakeholder feedback, and operational insights to drive ongoing service improvements. Identify automation and efficiency opportunities, standardize documentation and support practices, and promote best practices that elevate operational maturity and overall service quality. 
Vendor & Contract Management 
  • Manage external service providers to ensure service quality and contractual compliance. Support vendor evaluations, renewals, and performance reviews, ensuring third-party services integrate smoothly with internal processes and expectations. 
 
What you bring 
  • Bachelor’s degree in Information Technology, Business, or related field; or equivalent experience. 
  • 10+ years of experience in IT service management, service delivery, or client services roles. 
  • 5+ years of experience leading teams in a technology or service-oriented environment. 
  • Familiarity with ITIL or similar service management methodologies is an asset. 
  • Strong understanding of IT infrastructure, applications, cloud platforms, networking, and security fundamentals. 
  • Experience with IT service management tools (such as ServiceNow, Freshservice, Jira Service Management, etc.). 
  • Knowledge of monitoring, incident response, and asset lifecycle management. 
  • Excellent communication skills with the ability to work effectively across all organizational levels. 
  • Strong leadership, coaching, and mentoring capabilities. 
  • Ability to break down complex technical issues for non-technical stakeholders. 
  • Strong analytical thinking, problem-solving, and decision-making abilities. 
  • Proven ability to manage multiple priorities in a dynamic environment. 
 
The salary range for this position is $160,000 - $175,000. The salary range provided reflects the base salary range for this position as required by legislation. In addition, there is an annual performance bonus which contributes to the total compensation for this position. Further questions may be directed to the HR team during the interview process.

#LI-hybrid #LI-KC1 

For a closer look at how you can build your career with us, we invite you to explore cclgroup.com.  

CC&L Financial Group is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, ethnicity, religion, sexual orientation or expression, disability, or age.  

Your application will be reviewed by a member of the hiring team - AI is not used in the screening, assessment or selection of applications at this time.  

 

 

Create a Job Alert

Interested in building your career at Connor, Clark & Lunn Financial Group Ltd.? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

I acknowledge that I have read and understood the CC&L Financial Group Privacy Policy [https://cclfg.cclgroup.com/privacy-confidentiality/].  I consent to CC&L processing my personal data as described in the Privacy Policy as summarized below, including to the transfer of my personal data to third parties located outside of my jurisdiction, and I understand my privacy rights and choices.

Select...

The CC&L Financial Group entity to which you are applying is the data controller for the personal data you provide during the recruitment process and can be contacted at privacy@cclgroup.com.

We process personal data about you to manage our recruitment activities, including evaluating your suitability for employment. By completing the acknowledgement above, you consent to this processing. In applicable jurisdictions, other lawful bases for this processing are: (i) legitimate interests, to collect and review application information, shortlist, conduct interviews and assessments, and verify candidates; and (ii) contract, where you have accepted a job offer and we need to take steps prior to entering into a contract of employment.

We collect personal data directly from you when you apply for a role and may also obtain personal data about you from other sources, including recruitment agencies, employee referrals, and professional networking sites, where permitted by applicable law. Your personal data may be shared within our group, with third parties who provide services to us (including Greenhouse Software, Inc., a cloud services provider located in the U.S. engaged to help manage our recruitment process), and where required by law. Where your personal data may be transferred outside of your state/province/region or internationally, appropriate safeguards are in place in accordance with applicable data protection law.

Your personal data will be retained for the duration of the recruitment process and for a period following the conclusion of the recruitment process, including for the purpose of considering you for future employment opportunities, contacting you about such opportunities, or as otherwise outlined in our Privacy Policy, in accordance with data protection laws.

You have various rights under applicable data protection law depending on where you live, including the right to access, correct, delete or restrict processing of your personal data, and to receive your data in a portable format. You may also object to processing or retention in some circumstances and, where we have asked for your consent, withdraw it at any time. These rights may be limited in certain circumstances.

If you have any concerns about how we handle your personal data or would like more information about what rights you have, please contact us at privacy@cclgroup.com in the first instance. You also have the right to lodge a complaint with your local supervisory authority. For UK applicants, this is the Information Commissioner's Office. For full details on how we process your personal data please see our Privacy Policy at [https://cclfg.cclgroup.com/privacy-confidentiality]

Select...