Manager of Business , Service Delivery

Manager, Global Business Systems (Service Delivery)

Location: Vaughan, ON

Work Model: Hybrid. (3 days a week onsite)

Employment Type: Full-Time

We’re looking for a Manager, Global Business Systems (Service Delivery) to lead a high-impact team of IT Project Leads and Business Analysts supporting enterprise business applications. This is a leadership role for someone who enjoys balancing strategy, delivery, and people leadership while working closely with business partners across the organization.

You’ll be responsible for ensuring projects and services are delivered efficiently, reliably, and with measurable business value. You’ll also play a key role in evolving project governance, improving service performance, and driving continuous improvement across business systems.

• Lead, coach, and support a team of Global IT PMO Project Leads and Business Analysts
• Set clear priorities, expectations, and performance goals
• Foster a collaborative, results-driven team culture
• Oversee day-to-day service delivery for business applications
• Improve SLAs, support processes, and overall customer experience
• Ensure tickets and incidents are prioritized and resolved efficiently
• Use performance metrics and reporting to continuously improve service quality
• Oversee a portfolio of projects and programs from initiation through delivery
• Ensure projects are delivered on time, on budget, and to agreed quality standards
• Apply consistent project governance and best practices
• Provide clear, regular reporting on project progress, risks, and financials

• Work closely with business leaders and stakeholders to understand needs and priorities
• Support the successful adoption of new systems and enhancements
• Translate business requirements into clear project and system objectives
• Proactively identify and resolve system, process, and delivery challenges

• Help shape and continuously improve PMO governance and delivery frameworks
• Align processes with industry best practices and organizational goals
• Use data and insights to support decision-making and performance improvement

• Experience leading IT project teams and business systems initiatives
• Strong background in project management, PMO governance, and service delivery
• Hands-on experience with Service Now
  , including ticket management, reporting, and service performance tracking
• Ability to leverage Service Now data to improve SLAs, workflows, and operational efficiency
• Proven ability to manage multiple priorities in a fast-paced environment
• Strong communication and stakeholder management skills
• Analytical, solutions-focused mindset with a passion for continuous improvement

• Lead a global team delivering meaningful, enterprise-level solutions
• Influence how business systems and services are delivered across the organization
• Partner closely with senior leaders and make a visible impact
• Join a collaborative, forward-thinking IT environment focused on improvement and results

International travel may be required

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Full-time
• Job function:
  Information Technology and Management