Senior Delivery Manager

Position Overview

The Senior Delivery Manager will be responsible for all service delivery activities for the assigned customer accounts. All service delivery is under the oversight of the Senior Delivery Manager regardless of whether the staff involved report directly to the SDM or are leveraged from other groups. The Senior Delivery Manager is responsible for the quality of service to the customer and has authority to resolve administrative, scheduling, resourcing, backup, and replacement issues. The Senior Delivery Manager has responsibility for account strategy in collaboration with the account executive, and creating unified services delivery models that remove barriers and ensure an exceptional customer experience. This individual will manage both Service Desk and Deskside Support teams, ensuring exceptional end‑user experiences, operational efficiency, and alignment with business goals. This client‑facing role requires strong leadership, technical acumen, and a strategic mindset, with the ability to translate service metrics into business value. The ideal candidate brings proven experience managing high‑volume service environments, is ITIL certified, and thrives in a dynamic, hybrid work model. Work onsite at the Toronto office is a requirement at least 3 days per week.

Key Responsibilities

• Act as the primary liaison between Compugen’s delivery teams and the customer, ensuring coordinated, high‑quality service aligned to business objectives.
• Build a strong understanding of Compugen’s service offerings and capabilities to effectively align delivery efforts and partner with the Sales Account Executive in supporting the customer’s evolving needs.
• Lead and develop high‑performing IT service teams, including Service Desk and Deskside Support (L2), ensuring efficient operations and consistent, positive user experiences.
• Manage a Service Desk operation with 2,000+ monthly contacts, ensuring resolution quality, SLA compliance, and continuous service improvements.
• Oversee the performance of Deskside Support teams, ensuring rapid issue resolution, proactive support, and alignment with customer expectations.
• Collaborate with internal and customer stakeholders to ensure service requirements, resource performance, and customer feedback are continuously reviewed and acted upon.
• Work closely with the customer to ensure Compugen staff performance meets expectations, addressing gaps or resource changes as needed.
• Monitor and analyze key service metrics and operational KPIs to drive service improvements, meet reporting requirements, and ensure accurate billing and asset tracking.
• Ensure that metrics collection and reporting requirements are consistently met within delivery organizations, using data to inform strategy and decisions.
• Engage regularly with key business and IT stakeholders, understanding their goals and ensuring that services are aligned to deliver meaningful outcomes.
• Champion the customer experience by advocating for their needs internally, capturing and communicating feedback, and ensuring continuous alignment with business priorities.
• Conduct regular service reviews and strategic meetings with executive stakeholders, providing insights, gathering feedback, and positioning Compugen as a trusted advisor.
• Identify and recommend value‑added solutions that support customer success and strengthen long‑term relationships.
• Drive cross‑functional collaboration across Compugen to ensure seamless service execution and maximum customer satisfaction.
• Own and manage service escalations, leading resolution efforts with urgency and transparency.
• Maintain accountability for contract scope and change management, ensuring ongoing alignment between delivery execution and contractual obligations.
• Support financial stewardship by ensuring accurate reporting of billable services, asset volumes, and infrastructure data.

Skills & Qualifications

• 8+ years of experience in IT service delivery or operations management, with a strong focus on enterprise environments and customer‑facing roles.
• Proven track record of leading high‑performing service teams and managing large‑scale Service Desk operations (2,000+ monthly contacts).
• Hands‑on experience managing Deskside Support (L2) teams, delivering high levels of technical resolution and user satisfaction.
• Solid understanding and practical use of ITIL frameworks; ITIL Foundation certification is required; intermediate/advanced certifications are a strong asset.
• Additional industry certifications (e.g., HDI, COBIT, Microsoft, CompTIA) are considered valuable.
• Strong basic technical skills and a good understanding of core IT infrastructure, including networks, endpoints, servers, and support systems.
• Proven ability to engage and manage stakeholders at all levels, from operational teams to senior executives and C‑suite leaders.
• Demonstrated project management skills, including planning, execution and reporting across multiple service streams.
• Strong financial acumen, with experience managing service budgets, tracking billing accuracy, and aligning services to financial targets.
• Excellent communication and relationship management skills, with the ability to interact confidently with both IT and business stakeholders.
• Strong analytical and organizational skills with the ability to interpret complex data and make informed decisions.
• Demonstrated ability to manage service escalations and navigate complex technical and business environments.
• Experience in contract management, service reviews, and performance reporting.
• Comfortable working in a hybrid work model, with a required onsite presence of at least 3 days per week.

What Compugen Offers You

• Exciting, fast‑paced challenging work environment
• A culture where authenticity and diversity are valued
• Professional development
• Participation in Women in Technology Network
• Opportunities to give back to our local communities
• Collaborative supportive team members
• Remote work/hybrid work options
• Work/life flexibility

Equity Statement

At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representatives will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table and we are taking deliberate action to make this a reality.