Job Description

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region. 

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better™ - Reflects our commitment to employees, customers, partners and communities globally. 

Citizenship Requirement for US Candidates:

Must be a US citizen.
Ability to obtain US security clearance.

About the opportunity 

At Dayforce, we deliver secure, reliable, and innovative cloud services that empower organizations worldwide. Our ITSM organization ensures service excellence through governance, automation, and continuous improvement. We’re looking for an experienced ITSM Service Delivery Manager to lead service performance, process governance, and Configuration Management across our global cloud and hybrid environments. 

The ITSM Service Delivery Manager – owns the governance, delivery and performance of Dayforce’s ITSM services. 

This role ensures that ITSM frameworks are operationalized consistently, service quality is measurable, and governance controls support audit readiness and compliance.  It also ensures that ITSM processes (Incident, Change, Problem, Configuration, and Request Management) are effectively implemented, measured, and continuously improved to meet service-level objectives and compliance requirements. 

You’ll serve as the key liaison between technology teams, business stakeholders, and governance bodies — driving accountability, transparency, and service excellence. 

You’ll partner with Cloud, Product, DevOps, and Security to deliver reliable, compliant, and efficient IT services through data-driven visibility and proactive governance. 

What you'll get to do

Service Delivery & Performance 

Own IT service delivery performance across Cloud. 
Manage and report against SLAs, KPIs, and OLAs, ensuring alignment with business expectations. 
Conduct Service Reviews and Operational Governance Meetings, identifying improvement opportunities and risk areas. 
Partner with ITSM Process Owners and Service Managers to gather, document, and validate business and system requirements. 
Map and analyze existing processes to identify gaps, redundancies, or automation opportunities. 
Define functional specifications for enhancements to ServiceNow and other ITSM tools. 
Collaborate with ITSM leaders to define and document process requirements for FedRAMP-authorized and public-sector environments. 
Analyze and map ITSM workflows to FedRAMP control baselines, ensuring compliance. 
Partner with ServiceNow administrators to design compliant workflows and evidence-collection mechanisms. 
Identify opportunities to automate compliance reporting, audit trails, and approval flows. 
Ensure alignment between ITSM workflows and governance standards (ITIL, ISO 27001, SOC 2). 
Partner with technical SMEs to build a Configuration Management Program that ensures the CMDB is accurate, complete, and aligned with ITIL 4 standards.  
Define and maintain Configuration Management policies, controls, and governance frameworks.  
Lead integration of discovery tools, automation workflows, and infrastructure-as-code pipelines to sustain CMDB data quality.  
Partner with Change and Incident Management to enable impact assessment, root cause analysis, and dependency mapping.  
Drive audits and data validation to maintain configuration integrity and compliance with security and regulatory frameworks. 

ITSM Governance & Process Ownership 

Ensure consistent execution and compliance of ITIL-aligned processes across all service domains. 
Partner with Process Owners to enhance Incident, Change, Problem, and Configuration workflows. 
Maintain and evolve Dayforce’s ITSM Governance Framework, including documentation, metrics, and audit readiness. 
Serve as an escalation point for process exceptions, ensuring accountability and governance adherence. 

Stakeholder Management & Communication 

Act as the primary interface between IT, operations, and business stakeholders for service-related performance. 
Translate operational metrics into business outcomes and actionable insights. 
Ensure transparent communication during service outages, escalations, and post-incident reporting. 
Drive stakeholder engagement through dashboards, reporting, and proactive service updates. 
Act as the liaison between Cloud, business users, developers, and service owners to ensure successful project delivery. 
Facilitate workshops, requirements sessions, and user acceptance testing (UAT). 
Communicate findings and recommendations to both technical and non-technical audiences. 

Continuous Improvement & Leadership 

Champion a culture of process maturity and continuous improvement. 
Identify automation and standardization opportunities across ITSM workflows. 
Mentor and guide process analysts and ITSM specialists in best practices. 
Contribute to strategic initiatives including service integration, CMDB accuracy, and cost optimization in partnership with FinOps. 

Skills and experience we value

6–8 years of experience in IT Service Management or Service Delivery leadership roles. 
Strong understanding of ITIL framework (v4 preferred) and proven experience managing service operations at scale. 
Expertise in ServiceNow ITSM (or equivalent) with advanced reporting and dashboarding experience. 
Demonstrated success in leading Major Incident and Problem Management processes. 
Excellent communication, stakeholder management, and executive presentation skills. 
Demonstrated experience with ServiceNow is required.

What would make you really stand out

ITIL 4 Managing Professional or Service Owner Certification. 
Experience with Cloud Service Operations (AWS, Azure, GCP). 
Familiarity with AIOps, FinOps, and performance analytics tools. 
Understanding of ISO 27001, SOC 2, and compliance-driven service management.