Service Delivery Manager at NetAdmins Inc.

NetAdmins Inc., a leading provider of IT solutions, seeks a proactive and organized Service Delivery Manager with a strong aptitude for coordinating many micro projects simultaneously. Based in Saint John, New Brunswick, this role is central to ensuring the seamless delivery of multiple small-scale IT initiatives for our clients, with an unwavering focus on operational excellence and customer satisfaction. The ideal candidate demonstrates effective leadership, detail orientation, and the ability to drive continuous improvement while managing a portfolio of diverse, concurrent projects. Business Analysis (BA) capabilities would be considered a valuable asset for this position, enhancing the ability to understand client needs and contribute to project success.

Key Responsibilities

• Lead and support the service delivery team, creating a collaborative environment and promoting a customer-first mindset.
• Oversee the management and execution of numerous micro projects, ensuring each is delivered on time, within scope, and to the highest quality standards.
• Serve as the main point of contact for clients regarding a variety of small-scale IT initiatives, maintaining clear and consistent communication throughout the project lifecycle.
• Monitor, measure, and report on progress across all projects, tracking SLAs, KPIs, and other success metrics for a wide array of engagements.
• Implement best practices and streamlined processes tailored to the fast-paced nature of micro project delivery, minimizing downtime and enhancing the client experience.
• Coordinate with technical teams to ensure the prompt resolution of issues, efficient change management, and timely fulfillment of client requests across multiple ongoing tasks.
• Identify and act on opportunities for service improvement across various projects, collaborating with stakeholders for effective implementation.
• Handle escalations and resolve challenges with professionalism and urgency, keeping all parties informed.
• Prepare consolidated service reviews and reports, providing clients and internal leadership with visibility into micro project performance.
• Stay informed about industry trends and emerging technologies relevant to managing small-scale IT projects and agile service delivery.
  
  

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience.
• Minimum of 3–5 years’ experience in IT service delivery, IT operations management, or project management—preferably with a background in managing multiple simultaneous micro projects.
• Strong familiarity with ITIL or similar service management frameworks; ITIL certification is an asset.
• Exceptional organizational, multitasking, and prioritization skills.
• Excellent communication, interpersonal, and stakeholder management abilities.
• Demonstrated problem-solving skills and a commitment to customer satisfaction.
• Experience working with diverse technologies and platforms.
• Ability to excel in a dynamic, high-volume project environment.
• Business Analysis (BA) capabilities or experience would be an asset.
• Valid driver’s license and willingness to travel within the Maritime region as required.
  
  

What We Offer

• Competitive salary and comprehensive benefits package.
• Professional growth and career advancement opportunities.
• A collaborative and innovative workplace culture.
• Flexible work arrangements and strong support for work-life balance.
• The opportunity to make a meaningful impact in the IT community of Saint John and beyond by managing a portfolio of unique micro projects.