Service Delivery Manager

The Regional IT Service Delivery Manager (R ITSDM) is responsible for ensuring stable, reliable, and customer-centric IT services across North America. They will act as a Senior, business-facing service delivery leader for the region and own the overall service outcome and customer experience. This role bridges global IT strategy with local business execution, ensuring consistent, efficient service delivery aligned to regional business priorities. The role plays a critical part in maintaining operational continuity, enhancing user experience, and enabling successful delivery and adoption of change initiatives. Due to the nature of the role and collaboration across the larger team, candidates must be located in Canadian Mountain Time Zone. Key Responsibilities Service Delivery & Operations Own and oversee end-to-end IT service delivery across all regional sites. Ensure high availability, performance, and reliability of IT services. Act as the regional escalation point for major incidents, ensuring effective communication and rapid resolution. Leads complex escalations and the business-facing response to major incidents. Manage regional service operations through defined processes, shared tooling, and agreed SLAs/OLAs. Stakeholder Management & Engagement Act as the primary interface between global service owners, local IT teams, and regional business leadership. Build strong partnerships with business leaders, site managers, and country IT teams. Facilitate regular serv