Service Delivery Director, Managed Services

Canada /
Program Delivery – Program Delivery /
Full Time
The act of hiring is not simply to up the headcount or to fill a seat quickly. When we hire at Bounteous, it is to add to our interpersonal dynamics and choose the right person to impact, collaborate, commit, inspire, and grow alongside our tenured teams. Bounteous boasts a long-standing track record of ideating, innovating, and implementing award-winning solutions and driving best-in-class results. Our success starts with hiring the right people, in the right roles, at the right time to strategize, analyze, design, engineer, and market for some of the world’s biggest brands. 

Currently, Bounteous is searching for a Service Delivery Director to add to our fast-growing Managed Services Delivery team. Successful candidates have a demonstrated history and the gravitas to truly partner with clients and lead all types of managed services efforts including infrastructure and application managed services as well as IT Service Management practice enhancements and continual improvement initiatives.  Candidates should have 8 - 12 years’ experience working in mature Managed Services organizations. You will be responsible for prioritizing, guiding, and directing practice area teams to provide exceptional support to our managed services clients. 

Role and Responsibilities

    • Bring a comprehensive understanding of Managed Services, IT Service Management (ITSM) and the ITIL Framework and have a proven record of accomplishment leading successful Managed Services programs 
    • Contribute to and champion initiatives from the Managed Services Roadmap as we continue to establish its solid foundation 
    • Promote Managed Services across Bounteous and to our clients to enhance understanding of ITSM and how it co-creates value 
    • Reports to Managed Services business unit leader and oversees Service Delivery Program Managers, Service Delivery Coordinators, and Process Management functions and heavily interacts with technical leaders and engineers to accomplish the delivery of Managed Services to our clients 
    • Lead transition/implementation of Managed Services contracts to ensure a high degree of client and internal team member satisfaction 
    • Integrate closely with clients, engineers, and vendors to ensure the smooth transition of projects from development to support and that services are fully supported by the agreed go-live date 
    • Contribute to the development of Bounteous internal ITSM process and best practices, implementing ITIL-aligned workflows and processes to facilitate inter-team communications and meet client requirements 
    • Establish frameworks, standards, and documentation for managed services implementations/client service transitions across the Program Delivery competency 
    • Engage with Client Service Executives to drive the adoption of new services, and work with clients to define and approve service requirements during the contract negotiation process 
    • Steer and support Service Delivery Program Managers to collaborate with stakeholders to establish effective Service Level Agreements (SLAs) designed to ensure client satisfaction and add value to the service and manage service performance against agreed SLAs and KPIs (key performance indicators), identify systemic failures, develop, and execute remediation plans 
    • Defines staffing models, justifies increases in staff as the operation grows using concrete data from volume-based metrics and Key Performance Indicators  
    • Contract Management – develops standard statements of work for new services, ensures change order governance for out-of-scope work 
    • Financials – creates departmental budget, creates chargeback methodologies as needed 
    • Account Management – work closely with Client Services to provide tools and documentation needed to effectively manage Managed Services clients 
    • Anticipate service requirements, managing the allocation of resources and staff to minimize service disruptions and ensure services are delivered within budget 
    • Establish and nurture relationships with clients and Bounteous team members, managing customer expectations and facilitating delivery of services across various technical practices while being an advocate for the managed services team 
    • Mentor the Service Delivery Program Managers (SDPM) to ensure a high level of customer communication between the SDPMs and the customer including leading service review meetings, managing customer expectations, and working to ensure customer delight 
    • Serve as a point of escalation for the SDPM for major client service impacts 
    • Participate in high profile customer service review meetings as an executive sponsor 
    • Champion overall customer needs within Bounteous executive leadership, communicating customer's perception of value to all stakeholders to ensure deliverables and our services meet our client's needs 
    • Well-versed in and easily shifts between business and technical discussions 
    • Understand the technologies used to provide services including synthetic monitoring, patch management, Infrastructure as Code, automation tools, cloud dashboards and log collectors 
    • Ability to resolve conflicts in a mature, productive, and positive manner 
    • Continue expansion and development of new skills, techniques, and tools through continuous learning 

Preferred Qualifications

    • BS/BA in relevant program, or equivalent work experience 
    • 8-12 years managing in a mature Managed Services organization 
    • Experience building a Managed Services competency is considered a plus 
    • 5+ years of Managed Services/ITSM experience of progressively increased responsibility 
    • ITIL v3/4 Foundation  
    • Experience with managed services including applications/infrastructure support 
    • Work with multiple teams simultaneously and manage distributed/remote team members 
    • Experience coaching and developing Managed Services leaders and team members  
    • Excellent written and verbal communications skills enabling communication amongst the program teams, client stakeholders, and senior management  
    • In-depth understanding of digital technologies  
    • Experience in both Confluence/Jira 
    • Experience working with PagerDuty, Site24x7, New Relic, ElasticSearch, Terraform, native cloud a bonus 
    • CSM and PMP certifications are a plus 
    • Experience with CMS platforms (Adobe Experience Manager, Drupal), eCommerce platforms (Magento, Shopify) and Google Analytics a plus 


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Bounteous is focused on promoting an inclusive environment and is proud to be an equal opportunity employer. We celebrate the different viewpoints and experiences our diverse group of team members bring to Bounteous. Bounteous does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other status protected under federal, state, or local law.

Bounteous is willing to sponsor eligible candidates for employment visas.

For employment opportunities based in Canada:
Bounteous is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive workplace. In accordance with the Ontario Human Rights Code and Accessibility for Ontarians with Disabilities Act, 2005, accommodation will be provided at any point throughout the hiring process, provided the candidate makes their accommodation needs known to Bounteous. We welcome applications from all qualified candidates. 

**Must be legally eligible to work in Canada.