Delivery Manager – Calgary or Abbotsford - Salary: $135K–$165K

Position Summary 

We are seeking a highly motivated and experienced Delivery Manager to join our dynamic audiovisual (AV) organization. The ideal candidate will have a strong background in installation, service delivery, and operational leadership. This individual will be responsible for ensuring day-to-day project and service execution is consistent, responsive, and client-focused, directly impacting customer satisfaction, retention, and operational efficiency. 

Reporting to the Director of Services, the Delivery Manager provides hands-on leadership across both Installation and Service operations, overseeing Project Leads, Field Supervisors, and Technicians. The role is critical in building structure, enforcing standards, and growing managed service delivery. 

Key Responsibilities 

Leadership and Team Management 

● Lead, coach, and develop service and installation teams to achieve high performance and accountability. 

● Foster collaboration between Project Leads, Site Leads, and Technicians to ensure seamless client delivery. 

● Conduct regular one-on-ones and quarterly conversations focused on performance, development, and engagement. 

● Promote adherence to company SOPs, safety practices, and customer-first values. 

Operational Management (Installation & Service) 

● Oversee day-to-day scheduling, dispatch, and workload balancing across branches. 

● Ensure service tickets and project tasks are managed within Odoo with accurate data and timely updates. 

● Maintain visibility on all active projects and service tickets to ensure response and resolution targets are met. 

● Support project planning and readiness reviews to confirm smooth transitions from sales to installation to service. 

● Partner with the Installation Manager, Field Supervisors and Project Managers to ensure on-time, on-budget delivery. 

Client Experience and Escalations 

● Act as the first escalation point for service and installation issues requiring senior oversight. 

● Ensure clear, consistent, and proactive communication with clients throughout project and service lifecycles. 

● Monitor response and resolution metrics to identify trends affecting client satisfaction. 

● Reinforce accountability for communication standards across all customer touchpoints. 

Process, Quality, and Continuous Improvement 

● Enforce SOP compliance across installation and service operations. 

● Track operational metrics (E.g., SLA performance, rework, scheduling accuracy, client satisfaction). 

● Lead post-project debriefs and post-incident reviews to drive learning and continuous improvement. 

● Recommend workflow automation and documentation improvements to enhance quality and efficiency. 

Safety and Compliance 

● Ensure compliance with Sapphire, regional, and client-specific safety standards across all work. 

● Verify completion of daily hazard assessments and toolbox talks. 

● Support Field Supervisors and Site Leads in identifying and addressing safety issues. 

● Collaborate with the Safety team to maintain readiness for COR and client audits. 

Collaboration and Reporting 

● Collaborate with the Director of Services on staffing, recruitment, and performance development. 

● Work closely with Project Leads, Programmers, and Design Technologists to align priorities and timelines. 

● Provide the Director with clear visibility into team capacity, service metrics, and operational challenges. 

● Support SLA readiness and reporting processes. 

Qualifications and Skills 

● 5+ years of experience in audiovisual, construction, or IT services, including installation and service leadership roles. 

● Proven ability to manage and develop cross-functional technical teams. 

● Strong understanding of systems integration, commissioning, and ongoing service operations. 

● AVIXA CTS, CTS-I, or PMP certification preferred; ITIL or service management background an asset. 

● Excellent client communication and relationship management skills. 

● Strong organizational and time management abilities. 

● Experience using CRM, ERP, project, and ITSM ticketing systems. 

● Demonstrated commitment to safety, process, and quality improvement. 

Other Requirements 

● Valid Class 5 driver’s license. 

● Ability to travel between branches and client sites as needed. 

● Smartphone with data plan for occasional business use 

● CSA-approved 6–8” Green Triangle safety boots. 

● Upon acceptance (costs reimbursed by Sapphire):

○ Kolbe Natural Abilities Exercise 

○ Three-year Driver’s Abstract 

○ Name-based Criminal Record Check 

Our Core Values: 

Sapphire is looking for individuals who share our core values: 

● Skilled - We set the standards by hiring and developing the best. All of our team members are experts in their fields. 

● Trustworthy - We deliver on our word. We value honesty over profits, building and maintaining trust with our team and partners. 

● Responsive - We are intentionally accessible and quick in our responses. 

● Passionate - No matter our role, we love what we do, and always work to provide the best results for our customers. 

● All in - Whether it's staying late to finish the job, getting the design done in time, or grabbing the plunger, our team is ready to do whatever it takes. 

● Fun - Whether we're on the job site or in the office, we're all about enjoying the ride together. 

Our team is the driving force behind our success. We care about our people and we're committed to setting you up for success. 

You are Someone Who: 

● Embodies our core values. 

● Is a self starter who is energized by delivering exceptional results. 

● Is able to work with a team of driven individuals. 

● Cares about the quality of work they do. 

How we will support you and your family 

● Career growth opportunities and continuous learning. 

● Comprehensive health benefits program with paid sick leave. 

● RRSP matching. 

● Company-provided tools and resources. 

● Referral Bonus program. 

● Milestone Program - Bonuses for years of service. 

● Social events and team-building activities. 

● Paid office closure during the Christmas holidays. 

If you are a results-driven leader with a passion for audiovisual technology and a track record of success in project delivery, we encourage you to apply. 

Apply Now