Managed Services - Managed Services Lead

Managed Services Lead F12.net – Calgary Branch, 330A – 4311 12 Street NE, Calgary, Alberta, Canada Position: Service Delivery Manager (Full Time, Remote) Reporting to: Director, Managed Services Job Description The Service Delivery Manager focuses on F12’s clients and services. This role is a critical connector between clients and the integrated service unit (IST) and enterprise services teams (EST). It ensures delivery of high‑quality managed services, drives operational excellence, empowers technicians, and maintains strong client relationships.

Responsibilities Lead, coach, and inspire a high‑performing IST/EST, fostering collaboration, accountability, and continuous improvement. Provide mentorship and professional development, including quarterly reviews and goal setting. Oversee end‑to‑end service delivery lifecycle, ensuring adherence to SLAs and quality standards.

Allocate resources effectively, balancing workloads, resolving scheduling conflicts, and ensuring timely completion of tickets and projects. Act as primary point of contact for clients—handling escalations, conducting service reviews, and maintaining strategic relationships. Perform performance assessments for technicians and ensure expectations and standards are monitored.

Implement QA practices, such as call reviews, ticket audits, documentation checks, and communication coaching. Develop, refine, and optimize service delivery processes to improve efficiency and consistency. Monitor metrics and use data insights to drive decisions, identify trends, and shape improvement plans.

Collaborate with the Director to manage the IST/EST budget, review expenses, and ensure responsible resource utilization. Mitigate delivery risks, proactively address issues, and implement preventative actions to maintain stability. Stay current on industry trends, ITIL practices, and evolving technologies to influence service evolution and best‑practice adoption.

Support and monitor technicians’ written quarterly goals to ensure progress and meaningful development. Drive IST/EST performance aligned with KPIs, including SLA achievement, service quality, and client satisfaction. Ensure service delivery expectations are consistently met or exceeded through proactive oversight and continuous improvement.

Requirements Extensive experience in service delivery management within an MSP or similar environment. Strong understanding of IT infrastructure, cloud services, security, and modern workplace technologies. Proven ability to lead and develop high‑performing technical and service delivery teams.

Exceptional communication, leadership, and client‑facing skills. Ability to manage multiple concurrent initiatives while maintaining delivery quality. Familiarity with ITIL frameworks and best‑practice service management methodologies.

Preferred a bachelor’s degree in a relevant field; ITIL or project management certifications are an asset. Leadership & Team Development, Client Relationship Management, IT Service Delivery & MSP Operations, Quality Assurance & Continuous Improvement, Data‑Driven Decision Making, Communication & Stakeholder Alignment. Benefits Work‑Life & Growth: Three weeks vacation plus extra flex days, leadership development opportunities, growth coaching, and reimbursements for educational advancement and certifications.

Health & Financial Well‑Being: Health spending account or RRSP matching, extended health care, dental and vision coverage, disability and life insurance, and an employee assistance program. Additional Perks: Tuition reimbursement, paid time off, on‑site parking, high‑class office amenities, and company events. Equal Opportunity Commitment F12.net practices as an equal‑opportunity employer in all service locations.

We are committed to building and maintaining a diverse workforce in experience, skills, and knowledge. The company maintains a strict policy to ensure equal employment opportunities and does not discriminate based on any grounds and protected characteristics. For those requiring accommodations related to disabilities, information regarding accommodation measures will be addressed confidentially.

Please notify us in advance if any accommodation is required. #J-18808-Ljbffr