ITO Service Delivery Lead

Job Type: Full-time
Job Location: On-site based at Markham
Schedule: Mondays-Fridays; may need to work on-call & after office hours as needed
Are you a results-driven IT leader with a passion for service excellence and client satisfaction?
Pathway Communications is looking for an experienced ITO Service Delivery Supervisor to lead the delivery of managed IT services across our client base. You’ll drive performance, lead a global team, and ensure seamless operations across infrastructure, security, and compliance.
What You'll Do:
Oversee patching, monitoring, backups, and DR testing across client systems
Manage client onboarding, audits, SLAs, and compliance
Build trusted relationships with client IT leaders and executives
Lead a team of Service Engineers (Canada & India)
Upsell & Cross-sell IT services (Colocation, Cloud, Security)
Regularly present reports to clients and internal leadership
Key Tools & Platforms: Zabbix, Kaseya, Elastic, Nessus, AD Audit, Rapidfire
Reporting to: VP, Service Operations | Weekly updates to CEO
Work with: Clients across all locations, entire IT environments
Ideal Candidate: Strong MSP/IT services background, hands-on with monitoring & security, client-facing, ITIL-savvy
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