Jonathan Kourie
Service Delivery Manager
Ottawa,ON
Summary
Service Delivery Manager specializing in telecommunications procurement and incident resolution. Proven track record in optimizing workflows and enhancing client communication. Skilled in stakeholder engagement, project coordination, ensuring seamless service delivery, and strong vendor relationships.
Currently working within the Government of Canada, with a strong understanding of internal governance, procurement workflows, and service ordering processes. Experienced in navigating and executing the end-to-end ordering of specialized equipment within regulated government environments.
Extensive hands-on experience supporting and operating IT service management and enterprise platforms, including Dynamics 365, Client360, Clarity, Onyx, PeopleSoft, Jira, Zendesk, ServiceNow (Administrator and Implementer), Power BI, SharePoint, BITS (Business Intake Tracking System), and CIMS (Corporate Inventory Management System).
Overview
9
9
years of professional experience
Work History
Service Delivery Manager
Shared Services Canada (Government of Canada)
Ottawa, Canada
01.2024 - Current
- Processed telecommunications orders for Wi-Fi, cloud, data, bandwidth, and satellite services in accordance with client requirements and service agreements.
- Acted as a primary point of contact with stakeholders, maintaining strong relationships, and advocating for customer needs across service lines.
- Managed and tracked business requests and incidents through government-approved platforms, including BITS, Client360, SharePoint, PowerBI, GCDocs, and Onyx.
- Collaborated with business executives and senior stakeholders to understand operational IT issues, and support timely resolution and escalation when required.
- Ensured adherence to defined workflows and service delivery processes by coordinating directly with internal service lines and operations teams.
- Updated and maintained GCDocs to ensure all documentation met compliance and audit requirements.
- Led weekly stakeholder meetings to communicate service status, risks, timelines, and next steps for active requests.
- Received, validated, approved, and submitted the required documentation for new and renewal business requests.
- Coordinated service delivery efforts with NRCAN (Natural Resources Canada), CSA (Canadian Space Agency), and DFO (Fisheries and Oceans) for Wi-Fi, WAN, cloud, and satellite services, supporting complex, multi-stakeholder environments.
- Supported service improvement initiatives by incorporating client feedback and operational insights.
- Oversaw onboarding and transition activities for new clients, ensuring a smooth handover from request intake to operational support.
Support Analyst – Incident Management and Equipment Procurement
Shared Services Canada (Government of Canada)
Ottawa, Canada
07.2022 - 01.2024
- Managed procurement of telecommunications and satellite equipment using the Corporate Inventory Management System (CIMS), supporting high-value, and mission-critical clients.
- Facilitated communication between clients and vendors, including MetOcean, Nortac Defense, Inmarsat, and Telesat, to ensure timely delivery and issue resolution.
- Handled procurement and lifecycle management of specialized equipment such as; satellite phones, global mobile satellite communication services, IsatPhones, docking stations, antennas, broadband services, buoys, covert tracking systems, audio surveillance devices, RDF equipment, VMS products, all Nortac systems such as Titan, Wave, Orion as well as their tactical devices for mobile command posts.
- Supported supply chain and logistics operations for key government clients, including Global Affairs, RCMP, and DND.
- Coordinated global shipping logistics and tracked deployments to ensure service readiness and continuity.
- Generated monthly and annual cost, billing, and usage reports to support financial tracking, forecasting, and decision-making.
- Supported incident resolution by coordinating between users, vendors, and internal IT teams during service disruptions.
- Executed device activations, deactivations, and suspensions through CIMS and vendor tools, supporting operational continuity.
- Managed shared team mailboxes, prioritizing and delegating requests to meet service timelines and SLAs.
- Developed and documented service provisioning procedures to improve consistency, efficiency, and operational handover.
Service Delivery Analyst
Shared Service Canada (Government of Canada)
Ottawa, Canada
10.2020 - 06.2022
- Oversaw client IT accounts, and coordinated service delivery requests to ensure efficient implementation and customer satisfaction.
- Served as a liaison between departments and stakeholders to support consistent service delivery and expectation management.
- Supported the transition of services from the request and project phases into operational support.
- Collaborated with Project Managers and Service Delivery Managers to track progress on business requests and manage dependencies.
- Generated service orders and drafted agreements in support of IT and telecommunications service delivery.
- Utilized tools such as Power BI and SharePoint to support data analysis, reporting, and service tracking.
- Provided onboarding support, training, and guidance to new team members to ensure alignment with service delivery processes.
- Developed and refined workflows to improve service delivery efficiency and cross-team collaboration.
Operations – Wireless – Telecommunications Officer and IT ticket support agent
Shared Services Canada
Ottawa, Canada
05.2017 - 05.2019
- Managed service tickets for 15 government of Canada departments, ensuring efficient resolution.
- Created and deployed user accounts while overseeing procurement processes for devices.
- Conducted comprehensive training sessions for new employees on all role aspects.
- Collaborated with departments to resolve significant technical issues promptly.
- Provisioned and configured telecommunications services, including Blackberry and iPhone devices.
- Maintained accurate records of assets through inventory management and compliance audits.
- Delivered client-focused services by analyzing needs and fulfilling requests efficiently.
- Monitored IT service requests, ensuring timely support and documentation of actions.
Voice Services – Telecoms Services
Shared Services Canada
Gatineau, Canada
10.2016 - 05.2017
- Facilitated activation of Blackberry devices for 43 Government of Canada partners, ensuring comprehensive pre-programming.
- Established secured email devices for government employees following initial phone deployment phase.
- Managed incident and service requests from clients with a focus on efficiency and resolution.
- Collaborated with clients to resolve incident and service requests promptly.
- Developed training manuals to incorporate updated procedures for new employees.
- Delivered training sessions to new agents while creating and refining corporate policies and information.
Education
Bachelor of Arts - Communications
University of Ottawa
Ottawa, Ontario01.2014
Skills
- Service delivery management
- Telecommunications procurement
- Incident resolution
- Workflow optimization
- Client communication
- Project coordination
- Vendor relationship management
- Stakeholder engagement
- ITIL framework
- Fully Bilingual (CCE - SLE Results)
Volunteer Experience
AUXILIA, 9 years +, 1993, We help maintain family unity after the loss of the breadwinning parent and thus avoid having children placed in orphanages. By launching humanitarian programs, we aim to help provide monthly support to unprivileged children and their families., http://www.auxilia-international.org/
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Timeline
Service Delivery Manager
Shared Services Canada (Government of Canada)
01.2024 - Current
Support Analyst – Incident Management and Equipment Procurement
Shared Services Canada (Government of Canada)
07.2022 - 01.2024
Service Delivery Analyst
Shared Service Canada (Government of Canada)
10.2020 - 06.2022
Operations – Wireless – Telecommunications Officer and IT ticket support agent
Shared Services Canada
05.2017 - 05.2019
Voice Services – Telecoms Services
Shared Services Canada
10.2016 - 05.2017
Bachelor of Arts - Communications
University of Ottawa