_{16th December, 2025}

Position: Service Delivery Manager / Team Leader
Client: Federal Government
Location: Ottawa - On-Site
Duration: Multi Year
Security Clearance: Active Security Clearance with the Federal Government
Language: English (French is nice to have)
 
Background: 
 
Kyndryl Canada is supporting our Federal Government client with their Service Desk and data center operations. We are currently seeking an adept and forward-thinking Service Delivery Manager to oversee the multifaceted operations and performance of our clients' service desks. The incumbent will play a critical role in ensuring seamless service delivery, maintaining quality standards, driving continuous improvement initiatives, and fostering robust client relationships.
 
 
Qualifications: 
 

• Active clearance with the federal government.
• 5-7 years of experience as a Service Delivery Manager or Team Leader of a Service Desk.
• Extensive experience in crafting management action plans and defining technical workload specifications to exacting standards.
• A proven track record of ensuring the fulfillment of service level agreements and delivering impeccable IT technical support services for Commercial Off-The-Shelf (COTS) products.
• Comprehensive experience in administering corrective actions within a call center environment and identifying opportunities for process enhancement.

 
 
Responsibilities could entail: 
 

• Serve as the primary liaison with client management to address any issues, concerns, or requests pertaining to service desk provisions on a daily basis.
• Manage the service delivery performance for delivered services
• Uphold a commitment to delivering exemplary support services while adhering rigorously to service level agreements.
• Manage all reporting activities essential to supporting our contractual obligations, including meticulous monitoring of performance metrics.
• Spearhead the implementation of service changes and coordinate the seamless delivery of projects tailored to our clients' needs.
• Actively participate in client meetings to provide insights into service delivery performance and collaboratively explore avenues for enhancement.
• Develop precise technical workload specifications and craft meticulous management action plans to optimize service desk operations.
• Demonstrate proficiency in providing corrective actions within a call center environment and proactively propose process improvements to enhance operational efficiency.
• Coordinate with internal teams to ensure the successful execution of projects and initiatives, fostering a culture of collaboration and cross-functional communication.
• Conduct regular reviews of service delivery processes and procedures, identifying areas for improvement and implementing innovative solutions to drive operational excellence.
• Lead and mentor a team of service desk professionals, providing guidance, support, and professional development opportunities to maximize team performance and individual growth.
• Stay abreast of industry best practices, emerging technologies, and trends in service delivery management, leveraging this knowledge to drive continuous improvement and maintain our competitive edge.

 
#IndKyn
 
**Please note that this is for a contract position with one of Kyndryl's clients and not full time employment as a member of Kyndryl Canada**

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