Job Details

Toronto - Information Technology Service Delivery Manager

Job Description

The Service Delivery Manager position is a horizontal role spanning the end-to-end of the FDM business, supporting the verticals of sales, training, and recruitment through a sales driven/client-first approach; a multifaceted responsibility to ensure that FDM is a value-add partner across the entire NA client base.


  • Technical sales support at any and all phases of client engagement.
  • Sales-aligned development of FDM’s value proposition; leveraging own expertise, qualifying project and resource opportunities, compiling pre-and-post-contract documentation as required (proposals, presentations, etc.), Delivering the FDM solution through an end-to-end approach to ensure client needs are met and FDM success
  • Review, analyze and report on potential value-add technologies to assist in client and market development
  • Prototyping methods to efficiently and effectively deploy skilled consultants to roles
  • Act as a technical point of contact for FDM’s NA business and work in alignment with peers in other FDM geographies to cross-pollenate knowledge
  • The role will also support the overall wider business through ad-hoc activity as required

Management of Client Driven Programs:

  • Technical collaboration with clients at all levels, working to achieve their strategic talent needs
  • Gap-analysis of As-Is and To-Be states, promoting an FDM solution from proposal to delivery
  • Internal ownership of programs, ensuring knowledge transition from client to consultant in training and early-phase deployment
  • Close collaboration with FDM training to build and deliver training
  • Technical assessment and appraisal of consultants for opportunity fit
  • Provision of onsite support and guidance, act as on-site first-point of contact when required
  • Strong communication and links through sales, training, recruitment and HR. Maintain strong management visibility of work-done and current activity

All course content at FDM Group is client driven. The Service Delivery Manager works closely with FDM Training to support evolution of course content and its delivery to meet market needs.

The successful applicant must be willing to conducted elements of the training utilizing their own SME to support the upskilling of FDM consultants and internal staff.

Duties and Responsibilities:

  • Identify, develop and evolve business relationships with key client stakeholders (both existing and new) to grow and support the FDM business value proposition.
  • Identify Industry trends and client challenges and design and develop an FDM solution
  • Remain up-to-date and conversant in the wider trends impacting FDM and Technology needs
  • Deliver relevant training when required for both FDM trainees, Onsite consultants and internal staff
  • Assist in conducting workshops and symposiums, network within relevant industry sectors and increase awareness
  • On-site support to Consultants and Clients in a Service Delivery Manager capacity
  • Engagement with Recruitment practice to ensure supply of resource matches the client demand

Essential Criteria:

  • Hands-on technology experience is desired
  • Strong stakeholder management skills required
  • Excellent interpersonal and communication skills
  • Strong general IT knowledge across the entire SDLC, ability to drilldown into technology and project specifics.
  • Training experience beneficial for this role.
  • Ability to explain complex issues in a straightforward way.

FDM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial, or local laws.