FX Innovation

Compensation

Full Description

Service Delivery Director Location: Remote | Canada Type: Full time | permanent Team: Delivery Ateko, backed by Bell Canada, delivers IT solutions across five platforms: ServiceNow, Salesforce, AWS, Microsoft Azure and Google. Beyond implementation, our personalized services and continued support helps connect teams, streamline processes, and remove barriers. The result: our services are in demand and our teams are growing. If you're motivated by this momentum, we are hiring! YOUR IMPACT The Service Delivery Director (SDD) is accountable for the end-to-end delivery of technology solutions and the operational performance of services. This role oversees the entire service lifecycle from design to operations ensuring quality, stability, profitability, and customer satisfaction. A true orchestrator of both BUILD and RUN activities, the SDD ensures commitments are met and client environments perform optimally. THE EXPERIENCE WE'RE LOOKING FOR The following experiences will help you succeed in this role. That said, if you meet only some of the criteria especially in project management we're happy to consider your application, as we value potential above all. 1. Solution Delivery and Operationalization Planning and Coordination • Coordinate milestones and dependencies across the project portfolio. • Ensure optimal resource allocation in collaboration with Project Managers and the Engagement Manager. • Approve proposed architectures in terms of delivery capacity and strategic alignment. Client / Solution Alignment • Work closely with the Strategic Solution Architect and Executive Director of Customer Success on: • Translating client needs into viable, sustainable solutions. • Ensuring consistency of deliverables and alignment with the roadmap. Transition to Operations • Oversee the integration of solutions into operational environments. • Organize knowledge transfers and required training. 2. Performance Management and Service Quality Service Level Management (SLM) • Monitor Service Level Agreements (SLAs) and Experience Level Objectives (XLAs). • Implement service improvement plans as needed. Operations Oversight • Lead ITIL processes: incident, problem, request, change, and release management. • Ensure service stability, responsiveness, and quality. Risk and Security Management • Identify and mitigate operational risks. • Enforce agreed-upon security policies. • Develop and maintain service continuity plans. 3. Client Relationship and Governance • Act as the primary point of contact for project and operational escalations. • Lead governance committees (executive, tactical, and operational). • Proactively communicate performance, risks, and action plans. 4. Continuous Improvement • Analyze performance metrics to identify optimization opportunities. • Lead initiatives to enhance service quality, productivity, and profitability. QUALIFICATIONS • Technical skills: Strong knowledge of ITIL best practices and service management processes, experience in technology project management and digital transformation, Understanding of complex IT environments and solution architectures. • Behavioral Skills: Leadership, organizational skills, results-driven mindset, excellent communication skills, ability to manage strategic client relationships, strong analytical thinking, attention to detail, and priority management. • Education: Degree in Computer Science, Engineering, or Management. • Experience: Proven experience (8+ years) in similar roles. • Certification: ITIL, SAFe, PMP, or equivalent certifications are highly desirable. OUR OFFER • Remote work: The choice is yours, work from home or from one of our offices. • Vacation: Everyone at Ateko has at least 4 weeks of vacation and 5 personal days. • Insurance: You're covered as of your first day of work and have 3 policies to choose from (Ateko pays half of the coverage fee). • Telemedicine: Ateko covers your access to the Dialogue app, which offers virtual healthcare and mental health support. • Group RRSP: If you contribute, Ateko will match up to 2% of your annual salary. • Professional development: Your goals are part of our journey. From certification pathways to cutting-edge learning programs, we help you make sure you're always leveling up. We're building a culture where diverse perspectives fuel creativity, and collaboration drives breakthroughs. Visit our LinkedIn page to learn more. NEXT STEPS • Apply! We consider applications as they come in, and you will hear from us no matter what the decision. • If we move ahead, a recruiter will invite you to a first interview over Teams. • If there is a fit with the role we will invite you to meet the direct team (1 to 3 interviews depending on the role). • We've reached the offer stage! ACCESSIBILITY We're committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or accessibility@fxinnovation.com to make arrangements. If you have questions regarding accessible employment at Ateko please email our Human Resources team at accessibility@fxinnovation.com.