Bloom Recruitment is hiring a Delivery Manager for an established Vancouver-based managed IT service provider. Reporting to the Operations Department, you will oversee day-to-day client delivery and employee management across technical, client-facing and HR teams, including Sales and Success.

Your focus will be developing employees, managing performance, coordinating workloads and ensuring client commitments are met. You will resolve routine delivery issues and bring clear findings and recommendations when a decision needs broader input.

Operations provides management oversight, and department heads retain vision, direction, priorities, standards and responsibility for results. You manage employees and delivery within that direction, while employees remain responsible for their specialist work. Finance and Administration are outside the scope, and project management, technical escalation and HR administration stay with the specialists.

Responsibilities

Manage and Develop Employees

Lead regular 1:1s and performance reviews. Set clear expectations and development goals, recognize good work and document progress.
Address performance and conduct concerns promptly and fairly. Listen to employee concerns, give direct feedback and follow improvement actions through with HR and Operations where needed.
Coordinate onboarding, training and cross-training with HR and specialists so employees can cover essential responsibilities and hand over active work.
Keep employee records accurate and confidential. Check shared communications and meeting outputs for accuracy and appropriate access.

Oversee Daily Client Delivery

Review service queues, actionable workload, service level performance and at-risk commitments each day. Act when work stalls or responsibility is unclear.
Coordinate scheduling and coverage for remote and onsite work, absences and employee transitions. Resolve conflicts using agreed priorities, client impact and available capacity.
Maintain clear primary and backup coverage for client enquiries and escalations. Ensure missed calls, voicemails and overdue responses have an assigned person and a follow-up timeframe, and address repeated failures.
Ensure work records show progress, next actions and any blockers. Hold employees accountable for timely escalation and validation before closure, and coordinate the response to major incidents or missed commitments.

Keep Handoffs and Client Communication on Track

Make handoffs usable for technical and non-technical teams: clear context, the action required, the person responsible and the next step.
Keep reviews, approvals and dependencies moving. Confirm planned client-impacting work has the required communication, approvals, scheduling and readiness checks in place.
Ensure the responsible employees provide timely client updates and complete account follow-ups. Clients should know what happens next, including when work is delayed or blocked.

Resolve Recurring Problems

Use work records, operational data and employee input to identify why delivery is falling short. Distinguish capacity, skills, process and system problems before recommending action.
Coordinate corrective actions with internal teams, vendors and service partners. Assign responsibility and deadlines, then verify that the underlying problem has been resolved.
Reinforce approved processes, documentation and effective use of existing systems and automation. Support employees through approved changes and propose improvements where there is a demonstrated gap.

Work with Operations

Keep Operations informed of performance, capacity and risks. Bring findings, recommendations and specific decisions needed, and raise matters outside your authority early.
Communicate departmental direction accurately. Distinguish proposals from approved changes, clarify conflicting instructions and confirm decisions are understood and acted on.
Lead focused team meetings and management reviews. Record decisions, actions and due dates, and use written updates when a meeting is unnecessary.

Requirements

MSP service or delivery management experience, including direct management of technical and non-technical, client-facing employees.
Proven coaching and performance management skills, including employee development, difficult conversations and documented improvement follow-up.
Strong working knowledge of professional services automation (PSA) systems, service level agreements (SLAs), scheduling, escalation and work quality standards.
Experience investigating recurring delivery issues and coordinating specialists and external partners through to resolution.
Clear written and verbal communication, sound judgment and discretion. Confidence using collaboration tools, operational reports and approved automation.
Able to improve team adoption and performance within established systems and processes.
Nice to have: Experience managing an MSP Success or Account Management function alongside a service desk.

What success looks like

Employees: Clear expectations, useful feedback and visible progress in performance and development.
Clients: Reliable commitments, timely updates and clear next steps without having to chase for status.
Delivery: Risks addressed early, dependable handoffs and lasting fixes, with accurate reporting to Operations.
Operations: Routine delivery issues are resolved through the responsible teams without repeated intervention from Operations.

Why join

Work directly with Operations to develop employees and improve client service in a technology and automation focused MSP, where your work shapes team performance and how departments work together.
Eligibility for annual profit sharing, and a benefits package that includes Health and Lifestyle Spending Accounts and home internet reimbursement.

Key details

Location: Greater Vancouver area.
Work Model: Fully remote, with the option to work from the office if preferred.
Schedule: Monday to Friday, 8:00 AM to 5:00 PM. Exceptional after-hours involvement could be required.
Compensation: $80,000 to $90,000 annual base salary (CAD), plus eligibility for annual profit sharing.
Start Date: As soon as possible.

If this role aligns strongly with your experience and career objectives, please apply with a current copy of your resume today and we will be in touch.

All applications are confidential. Your resume is never shared with a client until we have spoken with you first.