Service Delivery Manager

About Terra Dygital

Terra Dygital Solutions is an innovative IT services provider headquartered in Vancouver, BC. We are dedicated to effectively addressing a diverse range of complex IT challenges by leveraging modern technologies. Our core expertise lies in advising clients on cybersecurity and business/system architecture through our Virtual CIO services, developing cutting-edge solutions via application development and system integration, and managing and optimizing desktop, server, and network environments as a Managed Services Provider. Join our dynamic and rapidly growing team, where you will collaborate with top-notch professionals, work with the latest technologies, and play a crucial role in our clients’ success, all while enjoying significant opportunities for personal and professional growth.

About This Role

As a Service Delivery Manager, you are a hands-on technical leader who earned credibility as a Senior System Administrator before moving into people management. You own the quality of service we deliver to clients and lead the Team Leads who run our Managed Services function day to day.

This is not a pure management role. You will guide our technical team through complex troubleshooting scenarios and act as an escalation point for them. Working alongside the Director, Managed Services and the Technical Escalations Manager, you will be the primary point of guidance and escalation for Team Leads and the day-to-day relationship manager for client technical environments. Strong client relationships, proactive root cause work, and steady process improvement are central to the job. Travel may be required as needed.

Key Responsibilities

• Provide day to day oversight and support to Team Leads in the Managed Services function, acting as a point of guidance for technical decision-making and issue escalation.
• Support Team Leads with workload prioritization, incident response, and service quality management.
• Promote consistent standards, decision-making, and escalation handling across the function.
• Support the Director, Managed Services in the day to day management of the Service Desk, and support the on-call rotation as required.
• Take ownership of high-priority and complex customer escalations, ensuring timely, effective, and customer-focused resolution.
• Lead the resolution of critical escalations, offering technical insight and decisive guidance to ensure operational excellence.
• Serve as a customer advocate by understanding concerns, managing expectations, and providing clear, regular updates throughout the escalation lifecycle.
• Build and maintain strong relationships with customers and internal stakeholders to support long-term trust and satisfaction.
• Collaborate closely with the Service and Projects teams and other internal teams to drive service delivery and improvement initiatives, ensuring alignment, accountability, and clear communication.
• Investigate the root causes of recurring escalations and systemic issues, and partner with relevant teams to implement corrective and preventative actions.
• Engage and work with vendors and third parties as needed.
• Continuously evaluate escalation processes, workflows, and tooling, recommending and implementing improvements that reduce resolution times and improve efficiency.
• Ensure the Managed Services systems and tools are configured to support the team.
• Maintain accurate and detailed records of escalations, resolutions, and lessons learned.
• Prepare and contribute to regular reporting on escalation trends, performance metrics, and improvement opportunities.
• Ensure escalated issues are managed in accordance with company policies, service level agreements (SLAs), and quality standards.
• Provide coaching and knowledge sharing on escalation handling best practices, and contribute to training and onboarding for complex issue resolution.
• Promote a customer-centric, accountable, and continuously improving culture within Managed Services.

Skills and Knowledge

• Deep, current expertise administering Windows Server, Active Directory / Entra ID, Microsoft 365, and Azure, including Group Policy, DNS, DHCP, and identity and access management.
• Strong working knowledge of virtualization (VMware or Hyper-V), backup and disaster recovery, networking and firewalls, and endpoint management.
• Proven ability to troubleshoot complex, multi-layer outages and to lead root cause analysis on recurring issues.
• Experience with scripting and automation (PowerShell required).
• Solid understanding of SaaS platforms, APIs, and general troubleshooting workflows.

Education and Experience

• 6+ years of professional systems administration experience, including at least 3 years at a Senior System Administrator level (or equivalent scope and ownership) supporting multiple client or production environments.
• 3+ years of people management, supervision, or team lead experience, including performance conversations and day-to-day operations. This experience should build on your systems administration background, not replace it.
• Demonstrated ability to lead the resolution of high-pressure, time-sensitive incidents while maintaining professionalism and client confidence.
• Experience working with SLAs, service desk tooling, and vendor management.
• Ability to coach technical staff, set standards, and make sound decisions under pressure.
• Several advanced Microsoft certifications.