MatchPoint Solutions

Manage service delivery operations and lead teams to meet contractual commitments and improve service quality. | Experience managing EUC managed services, strong financial and operational management skills, and ability to lead technical teams. | Job Title: Service Delivery Manager - End User Computing (EUC) Duration: 6 Months Contract to Hire Pay Range: CAD 70 to 75 and after conversion to fulltime the Salary Range is CAD 135K to 145K City & State: Canada (Remote Role) Job Description: • Our client is seeking a Service Delivery Manager - End User Computing (EUC) within their Managed Services team. This role will have primary operational responsibility for delivering contractual services to the client's customers and ensuring that all services, delivery commitments, and deliverables required under the contractual agreement are provided in accordance with the agreed terms. • The Service Delivery Manager will be responsible for negotiation, implementation, and monitoring of SLAs and KPIs, managing operational delivery teams to provide agreed levels of service, fulfilling governance responsibilities, and proactively working to improve service delivery and sustainability targets. • This role also includes financial management responsibilities in partnership with delivery leadership, oversight of IT assets and resources used in the provision of services, and ensuring compliance with all governance, legal, and regulatory requirements. The position may also oversee the management and control of contracts between internal teams and external suppliers for the delivery of services and products. Key Accountabilities • Lead service delivery to customers to meet contracted service commitments and drive continuous service improvement. • Demonstrate experience supporting End User Computing (EUC) managed services environments. • Build strong relationships with the customer's senior leadership team. • Manage and forecast account P&L (orders, revenue, margin), balance sheet, and cash flow, and contribute to TCV forecasting where required. • Own service risks, control service costs, and improve productivity for both the customer and the client organization. • Collaborate with customers to define requirements for new services and ensure proper service introduction and acceptance. • Ensure compliance with Change Order processes when introducing or modifying services. • Lead internal teams and external suppliers in a collaborative "One Service Team" partnership model. • Drive continuous improvement in service delivery standards and operational practices. • Manage service delivery teams and technical specialists supporting the customer environment. • Identify opportunities for account expansion and new business growth, including renewals and change orders. Performance Indicators & Competencies • Experience in Service Delivery Management within Managed Services, particularly Workplace/Desktop Support, Hybrid/Cloud Infrastructure, and Service Desk operations. • 5+ years of experience delivering EUC-related managed services, including: • Desktop/workplace support • Image management • Patch management • Device lifecycle management • Modern hybrid or cloud workplace environments • Ability to evaluate existing EUC service delivery operations and design optimized future-state models focused on efficiency, cost optimization, automation, and operational stability. • Experience implementing EUC service delivery optimization strategies. • Ensure service performance meets all XLAs, SLAs, and KPIs. • Strong analytical skills to evaluate service delivery performance and identify cost-reduction opportunities. • Experience managing account-level financials including P&L, forecasting, budgeting, and margin management. • Ability to develop cost budgets and identify opportunities for additional profitable service revenue. • Knowledge of service availability, disaster recovery (DR), business continuity, security, and capacity planning. • Ability to translate operational decisions into financial outcomes while maintaining service quality. • Proven track record in maintaining high customer satisfaction and implementing continuous improvement plans. • Experience with contract administration and change orders. • Strong written and verbal English communication skills and ability to interact directly with clients. • Experience managing technical delivery teams in onshore and offshore environments. • Project management experience preferred. • ITIL certification preferred.