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Service Delivery Manager


This is a Contract position in Toronto, ON posted May 18, 2023.

TELUS Health and LifeWorks have recently come together to leverage the power of technology and our caring cultures to further progress our shared goal of building a healthier and friendlier future for all. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Service Delivery Manager

  • Establish and maintain excellent client relationship & satisfaction; 

  • Main point of contact for the client requests and escalations, proactively monitor client satisfaction, and collaborates with the Client Manager and other key stakeholders; 

  • Monitor and track all client requests to ensure work is appropriately assigned to various internal teams, has clear ownership and accountability, completed in a timely manner with quality, and is being handled under the appropriate billing account; 

  • Attend and prepare regular status meetings with the client; 

  • Works directly with the internal team to resolve incidents and provide client support; 

  • Where appropriate peer review responses from team members to the client; 

  • Identify and collaborate with the Client Manager to respond to ‘Out of Scope’ opportunities to meet and grow revenue targets;  

  • Participate in the analysis of requests for changes to our solution or internal processes and monitor them in accordance with service agreements; 

  • Organizes and manages change order projects as may be required to deliver “Out of Scope” work, including preparation of change order, co-ordination with the various teams and deployments to client; 

  • Manages revenue targets set out in the budget and escalate any issues regarding revenue to Client Manager; 

  • Ensure that ‘Out of scope’ opportunities generate required profits and improve overall account profitability; 

  • Collaborate with the Support Team Manager and Client Manager to ensure support team is appropriately staffed; 

  • Collaborate with the Client Manager to identify other TELUS Health services and Lines of Business opportunities: EAP, HM, Consulting, Communication, etc. 


Where permitted by law, company employees must be fully immunized to access a TELUS Health or LifeWorks office or customer premises.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.