Posted 4 months ago
Service Delivery Manager
@ Davies
Remote in Canada
Overview
Davies is hiring a Regional IT Service Delivery Manager to ensure stable, reliable, customer-centric IT services across North America. The role owns end-to-end service delivery and the customer experience, leads major incident escalations, and bridges global IT strategy with regional business execution. Candidates must be located in the Canadian Mountain Time Zone, and the role is full-time with on-call escalation duties.
Pay:
$71,600–$107,500 a year
Responsibilities:
- Own end-to-end IT service delivery across regional sites
- Lead major incident escalations and business-facing response
- Drive service improvement initiatives and quarterly SIPs
- Manage regional vendor relationships and SLA performance
- Ensure ITIL-aligned processes and compliance requirements
Requirements summary:
- 10+ years in IT service delivery roles
- Experience managing regional or multi-site IT environments
- Strong ITIL service management background
- Experience in vendor and supplier management
- Willingness to participate in on-call escalation
Tools & skills
Source and dates
Employer career site / ATS feed · pinpoint
- Employer posting date
- 2026-07-15
- First seen by our source
- 2026-10-29
- Source record updated
- 2026-10-29
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Senior |
| Department | Software development |
| Experience | 10+ years |
| Hours per week | 40 (estimated) |
| Travel | air: moderate · ground: minimal |
| Work setting | Office, Client sites |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Davies
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Full company description
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses. We help our clients to manage risk, operate their core business processes, transform and grow. We deliver specialist professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, forensic accounting, customer experience, human capital, digital transformation & change management. Our global team of more than 8,500 professionals operate across 20+ countries, with large operational centres in the UK & U.S. Over the past ten years Davies has grown its annual revenues more than 25-fold, invested heavily in research & development, innovation & artificial intelligence (“AI”), platform integration & underlying business systems, colleague development, and client service. Today the group serves more than 1,700 insurance, financial services, public sector, and other highly regulated clients.
- LinkedIn followers
- 86,771
- People associated on LinkedIn
- 5,692
- Reported office locations
- 20 Gracechurch Street, 5, City of London, England EC3V 0AA, GB
- Business categories
- InsurTech
- Insurance
- Financial Services
- Commercial Insurance
- Other recorded names
- Davies Risk Services
- Davies
- Specialties
- Insurance
- Claims
- Claims Management
- Professional Services
- Legal
- Consulting
- Technology
- Resourcing
- Lloyds
- Innovation
- Claims TPA
- Insurance law
- and Transformation
- Profile identifies a recruitment agency
- No
- Reported total investment
- 369,038,848
Currency and observation date were not supplied; this is not a current valuation or a funding round.
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses. We help our clients to manage risk, operate their core business processes, transform and grow. We deliver specialist professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution…
| Field | Value |
|---|---|
| Industry | Insurance |
| Company size | 5,001-10,000 employees |
| Headquarters | City of London, England |
| Organization type | Privately Held |
| Specialties | InsuranceClaimsClaims ManagementProfessional ServicesLegalConsultingTechnologyResourcingLloydsInnovation |
| Open jobs on Jobsy | 5 |
| View page |
The Regional IT Service Delivery Manager (R ITSDM) is responsible for ensuring stable, reliable, and customer-centric IT services across North America. They will act as a Senior, business-facing service delivery leader for the region and own the overall service outcome and customer experience. This role bridges global IT strategy with local business execution, ensuring consistent, efficient service delivery aligned to regional business priorities.
The role plays a critical part in maintaining operational continuity, enhancing user experience, and enabling successful delivery and adoption of change initiatives. Due to the nature of the role and collaboration across the larger team, candidates must be located in Canadian Mountain Time Zone.
Key Responsibilities
Service Delivery & Operations
- Own and oversee end-to-end IT service delivery across all regional sites.
- Ensure high availability, performance, and reliability of IT services.
- Act as the regional escalation point for major incidents, ensuring effective communication and rapid resolution.
- Leads complex escalations and the business-facing response to major incidents.
- Manage regional service operations through defined processes, shared tooling, and agreed SLAs/OLAs.
Stakeholder Management & Engagement
- Act as the primary interface between global service owners, local IT teams, and regional business leadership.
- Build strong partnerships with business leaders, site managers, and country IT teams.
- Facilitate regular service reviews, performance reporting, and feedback sessions.
- Translate business feedback and operational pain points into actionable service improvement initiatives.
- Communicate risks, impacts, and service updates proactively across stakeholders.
Service Governance & Continuous Improvement
- Ensure adherence to ITIL-aligned processes and global IT standards.
- Drive structured Continuous Service Improvement (CSI) initiatives and quarterly Service Improvement Plans (SIPs).
- Monitor service performance using dashboards and reporting frameworks.
- Lead monthly operational and service review meetings.
Incident, Problem & Change Management
- Reduce major incidents and improve SLA Performance achievement.
- Drive proactive problem management to eliminate recurring issues.
- Ensure high change success rates and minimize emergency changes.
- Support smooth coordination of maintenance activities and releases.
Service Transition & Project Support
- Ensure effective transition of new services, projects, acquisitions, and technology deployments into Business as Usual (BAU).
- Partner with project teams to ensure operational readiness and service acceptance criteria are met.
Vendor & Supplier Management
- Manage regional vendor relationships and performance.
- Ensure vendors meet contractual SLA obligations.
- Lead structured vendor governance, performance reviews, and escalations.
Capacity Planning & Compliance
- Support capacity and demand planning to meet regional business needs.
- Ensure compliance with regional regulations, including data residency, labour laws, and audit requirements.
Risk & Compliance Management:
- Ensure adherence to IT governance, compliance, and security policies.
- Manage service-related risks and escalate where appropriate.
- Drive initiatives to improve audit readiness and regulatory compliance.
Skills, Knowledge & Expertise
Experience and Education
- Proven experience (typically 10+ years) in IT Service Delivery roles
- Demonstrable experience managing regional or multi-site IT environments.
- Experience working within global / matrixed organisations.
- Strong background in ITIL-based service management frameworks.
- Experience in vendor and supplier management.
- Track record of delivering measurable service improvements (e.g., SLA, CSAT, MTTR). Experience in large-scale transformation or service transition programmes.
- Exposure to regulated industries or compliance-heavy environments. Experience supporting 24×7 operational models.
- Strong understanding of ITIL processes (Incident, Problem, Change, Service Level).
- Knowledge of core IT services (EUC, Networks, Cloud, Applications).
- Understanding of service metrics (SLA, XLA, KPIs) and reporting.
- Awareness of governance, risk, and compliance requirements.
- Awareness of AI and automation and their use in improving service delivery and user experience.
- Strong attention to detail with the ability to produce high-quality, professional deliverables, with clear and effective written and verbal communication skills
Essential Requirements
Ability to operate effectively in a regional and global environment.
Willingness to participate in on-call escalation for major incidents.
Ability to travel regionally as required.
Strong customer focus with a commitment to continuous improvement.
Experience driving service governance and performance frameworks.
Journal
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