Senior Service Delivery Manager

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Job Summary:

Park Lawn Corporation is committed to providing high-quality IT support services to its corporate offices and field locations. The Service Delivery Manager will oversee the IT Help Desk, ensuring efficient operations and alignment with business priorities while leading the help desk staff and improving service delivery.

Responsibilities:

• Manages and leads the IT Help Desk team, ensuring timely and effective resolution of incidents and service requests.

• Develops and maintains service delivery standards and service level objectives (SLOs) for Tier 1, 2, and 3 support.

• Coordinates with IT infrastructure, security, and application teams to ensure integrated service delivery.

• Ensures proper ticket tracking, escalation, and closure using the organization’s ITSM platform.

• Oversees support operations for proprietary systems including FaCTS, and standard technologies such as Microsoft 365, Teams, and endpoint devices.

• Conducts regular service reviews and performance reporting to track help desk effectiveness and user satisfaction.

• Develops, implements, and updates operational procedures and knowledge base documentation.

• Leads continuous improvement initiatives by analyzing service metrics and identifying areas for operational optimization.

• Acts as the point of escalation for major incidents and coordinate incident response with appropriate technical teams.

• Partners with HR and field leaders to ensure smooth onboarding and offboarding processes involving IT support.

• Performs other duties, as assigned.

Qualifications:

Required:

• Bachelor’s degree in Information Technology, Computer Science, or equivalent job experience in lieu of degree.

• 5+ years of experience in IT service delivery or technical support, with at least 2 years in a leadership capacity.

• Experience managing IT support operations in a multi-site or geographically distributed organization.

• Valid state issued driver’s license in good standing and acceptable driving record required.

• Ability to read, write and speak English fluently.

• Effective and professional communication skills, with an emphasis on verbal skills.

• Strong leadership and team development skills with a customer-first mindset.

• Excellent problem-solving and communication skills, with experience managing incident escalations.

• Proficiency with ITSM tools and frameworks (e.g., ITIL).

• Working knowledge of Microsoft 365, Windows OS, endpoint management, and remote support tools.

• Ability to analyze metrics and drive process improvements in service delivery.

• Strong organizational skills and the ability to manage multiple priorities effectively.

• Proficient in Microsoft Office Suite (Outlook, Word, Excel, Access and PowerPoint) required.

Preferred:

• ITIL certification or equivalent service management training.

• Experience supporting proprietary systems such as FaCTS.

• Knowledge of change management and cybersecurity incident response procedures.

Company:

Park Lawn Corporation is the largest Canadian-owned funeral, cremation and cemetery provider and is the fastest growing company in the industry in North America. Founded in 1892, the company is headquartered in Toronto, Ontario, CAN, with a team of employees. The company is currently Public Company.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management

• Industries

  Software Development

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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