IT Service Delivery Manager jobs

General Manager – Managed IT Services

Confidential Search | Saskatoon, Saskatchewan

Ready to Run a Business, Not Just a Department?

For an experienced IT services leader who is ready for greater autonomy, broader responsibility and the opportunity to make a measurable impact, this could be the next step.

Our client is a leading managed IT services company in Saskatoon with an experienced team and established processes. As the business enters its next chapter, they are looking for a General Manager who can take ownership of the day-to-day business and lead it with confidence, accountability and independence.

This is not a role for someone who needs significant direction or ongoing supervision. The successful candidate will be trusted to understand what needs to be done, establish priorities, make sound decisions and keep the business moving forward.

The Opportunity

Reporting to the Owner/Board, the General Manager will have responsibility for the overall performance of the company, including operations, employees, customers, service delivery and financial results.

You will be stepping into an established business with the opportunity to build on what is already working while introducing the structure, accountability and operating discipline required for its next stage.

This is not simply a service desk or technical operations management position. You will be responsible for the bigger picture: people, customers, operations, financial performance and sustainable growth.

What You'll Be Responsible For

As General Manager, you will:

· Lead, coach and hold employees accountable, including a small technical team.

· Take ownership of service delivery, projects, procurement, customer escalations and coordination across the business.

· Ensure the sales function is accountable for pipeline activity, renewals, pricing, managed service growth and customer retention.

· Own the annual budget and monthly financial results, with responsibility for labour productivity, expenses, cash discipline and overall profitability.

· Maintain strong relationships with key customers and ensure issues are addressed effectively.

· Manage key vendors, outsourced partners, technology platforms, operational risks and major incidents.

· Establish clear weekly and monthly operating rhythms, priorities and accountability across the organization.

· Build depth within the team so the business is not overly dependent on any one individual.

What We're Looking For

We are looking for a capable, hands-on leader who combines an understanding of managed IT services with strong business judgment.

You bring:

· A minimum of five years of leadership experience within a managed service provider, IT services organization or similar recurring-service business (e.g. VAR, ISP, IT Consultant, other).

· Demonstrated experience hiring, coaching and developing employees, managing performance and making difficult people decisions when necessary.

· Desire to learn how to manage a budget, P&L or overall business financial results—not solely operational or service metrics.

· A strong understanding and analytical/data driven approach to professional service operations including project and customer delivery, managed service specific such as ticketing and monitoring desirable but not required.

· Commercial awareness and an understanding of pricing, customer retention, sales accountability and growth.

· The confidence to make decisions, solve problems and move priorities forward without waiting for direction.

· The ability to balance strategic leadership with a willingness to get involved when the business requires it.

· The ability to work in Saskatoon or willingness to relocate.

How Success Will Be Measured

Success in this role will be reflected in:

· Company profitability against budget.

· Growth in recurring revenue.

· Customer retention and satisfaction.

· Consistent service performance and project delivery.

· Employee retention, accountability and development.

· A successful ownership transition.

· A business that operates effectively and independently under your leadership.

Why Consider This Opportunity?

This is an opportunity to move beyond managing one function and take responsibility for an entire established business.

You will have meaningful autonomy, direct access to ownership and the ability to influence how the company operates and grows.

For someone who enjoys taking ownership, creating structure, developing people and being accountable for results, this is an opportunity to genuinely put your leadership stamp on a business.

This is a confidential search. The company name and additional details regarding the opportunity will be shared with qualified candidates as they progress through the recruitment process.

We thank all candidates for their interest however, only those whose experience closely aligns with the requirements of the position will be contacted.

Pay: From $100,000.00 per year

Benefits:

• Extended health care
• On-site parking
• Relocation assistance

Work Location: In person