Supervisor, Service Delivery

What do you think of when you hear the name MNP? Most likely tax and accounting, but as one of Canada's largest consulting organizations, we're so much more We're also serious about technology.

Make an impact with our Managed Services Practice as a Supervisor, supporting the service delivery of Managed IT Services to our clients. The successful candidate will support the day‑to‑day coordination and execution of managed services by tracking requests, incidents, and escalations to ensure timely, SLA‑aligned delivery. They will manage client communication, prepare monthly service reports, maintain documentation, and monitor operational trends. The position coordinates escalations, assists with root‑cause analysis, and supports service improvements, onboarding, and change implementation. They will act as a liaison between clients and technical teams, and ensures requests are properly scoped and prioritized while applying ITIL best practices to enhance service quality, reduce recurring issues and maintain consistent, efficient operations across the MSP environment.

We have created an environment where you will continuously grow, always have a voice and collaborate on work that is meaningful, impactful and fulfilling. If you are ready to take your career into your own hands, you have come to the right place.

Responsibilities

Service Coordination & Execution 

• Supports day-to-day delivery of managed services for assigned clients 
• Tracks service requests, incidents, and escalations to ensure timely resolution 
• Ensures service delivery aligns with contracted SLAs and operational processes 

Client Communication & Reporting 

• Prepares and delivers monthly service reports (Tickets, SLAs, Trends and Insights) 
• Communicates service updates, maintenance notifications, and issue status to clients 
• Supports Senior SDM in client meetings and governance activities 

Operational Metrics & Documentation 

• Maintains service documentation, runbooks, and client service profiles 
• Tracks recurring issues and improvement opportunities 
• Supports reporting on license usage, service adoption, and operational trends 

Escalation & Issue Management 

• Coordinates escalations between service teams and vendors 
• Assists with root-cause analysis documentation and corrective actions 
• Ensures follow-through on incident remediation tasks 

Service Improvement Support 

• Identifies minor service optimization opportunities 
• Assists in implementing approved service changes and enhancements 
• Supports onboarding and offboarding activities for managed services 

Internal Collaboration 

• Acts as a liaison between technical teams and the client 
• Ensures client requests are properly scoped, documented, and prioritized 
• Learns MSP governance, service management, and client engagement best practices 

Skills and Experience

• 4–6 years in IT service delivery, service coordination, or managed services operations
• Experience supervising or mentoring junior team members, or acting as a team lead
• Proven ability to manage escalations, prioritize workloads, and ensure SLA compliance
• Background preparing service reports and presenting insights to clients or leadership
• Experience coordinating cross‑functional teams (service desk, engineering, vendors)
• Familiarity with incident reviews, root‑cause analysis, and corrective action tracking
• Strong leadership and delegation abilities with a focus on coaching and team development
• Excellent communication skills for client updates, internal coordination, and reporting
• Ability to analyze service trends, identify recurring issues, and recommend improvements
• Solid understanding of ITIL practices and service management processes
• Skilled in documentation management, runbook updates, and operational oversight
• Strong organizational skills with the ability to manage multiple clients and priorities
• Hands‑on experience with ITSM platforms (ServiceNow, Jira, ConnectWise, etc.)
• Working knowledge of cloud, security, and infrastructure service concepts (asset)
• Proficiency with Excel and reporting tools for trend analysis and KPI tracking
• Understanding of change management, onboarding/offboarding, and service transitions
• Diploma or degree in IT, Business, or related field
• ITIL Foundation certification required, Intermediate level an asset
• Additional certifications in service management, cloud, or security are beneficial
• Strong customer‑centric mindset with a commitment to service excellence
• Confident decision‑maker with sound judgment in fast‑moving environments
• Proactive, solutions‑oriented, and comfortable handling escalations
• Ability to foster collaboration across technical and non‑technical teams
• High level of accountability, reliability, and follow‑through
• Bilingual proficiency (French/English) is an asset

MY REWARDS @ MNP

With a focus on high-potential earnings, MNP is proud to offer customized rewards that support our unique culture and a balanced lifestyle to thrive at work and outside of the office. You will be rewarded with generous base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, MNP University, a flexible 'Dress For Your Day' environment, firm sponsored social events and more

We embrace diversity as a core value and celebrate our differences. We believe each team member contributes unique gifts and amplifying their potential makes our business stronger. We encourage people with disabilities to apply