IT Service Delivery Lead
SherWeb
Greater Montreal (Metro Longueuil), CA
2d ago

Position : Full-time, permanent.

Start date : As soon as possible.

Here's what we do and why we do it.

Simply put, we will work together to simplify businesses' IT with cloud technology so they can focus on what really matters, making people’s lives better.

Discover how we do that here :

Here's how you will contribute to the success of the company.

Our team goal is to develop, commercialize and manage new security services (Managed Detection and Response) for our partners.

You will contribute to this goal by establishing the desired client experience and creating the proper structure to deliver it (tools and processes).

Succeeding in this role involves launching a successful line of services and taking a lead role in a fast growing team. To do this, you will collaborate with a new team in a startup mode built specifically for this project.

Here's what your day-to-day will look like in this role.

  • Lead the creation of our new Managed Detection and Response (MDR) offer, starting with the team; Work actively with the first clients.
  • Establish and document the desired client experience and define what is required to execute it
  • Ensure the level of quality in all interactions of the managed security team
  • Take client escalations and get involved when required; Help manage high value partners
  • Evaluate and implement operations tooling required to operate a high scale, high velocity MDR team
  • Help hire, evaluate, train and manage new team members as the team expends
  • Gather feedback from clients and transform it in actionable improvements to our operating procedures
  • Here's what you need to have and master to get the job.

    If you have at least half, you have a great chance to receive a call from us.

  • College diploma and / or university degree in technology
  • Experience leading operations for a Managed Service Provider (MSP)
  • Interest toward building a new service delivery team, choosing the tooling and establishing all processes
  • Experience in dealing with quality control in customer service
  • Real passion for IT and new technologies
  • Management standards certification an asset (ITIL, PMI, etc )
  • If you have these skills, you will fit right in with us.

  • Communication skills Why? Because you will be expected to explain and vulgarize concepts by adapting the style and content of your messages to your audience (whether it’s internal client, external clients or your teammates).
  • Organization and resourcefulness Why? Because we don’t believe in micromanagement. You will need to figure out solutions on your own by using your skills, your knowledge and any relevant information you can get your hands on.
  • Problem-solving skills Why? Because when you will face a problem, you will first analyze the information before identifying the possible causes.
  • You will then explore and implement the most efficient and logical solutions.

  • Adaptability Why? Because our industry evolves constantly. You will have to adjust your thinking and methods to better suit new or unplanned situations (whether it’s for your daily tasks or your work environment).
  • Here's what you can expect from us.

    We believe knowledge, creativity and rigor are the foundation of excellence. If you share this vision, you will be pleased to be surrounded by like-minded people who are driven by intellectual challenges.

    Together, we will foresee opportunities for improvement and solve complex potential issues. We believe work should not be the only source of fulfilment.

    We will provide you with the compensation, job security and schedule flexibility to help balance all what matters in your life.

    This is our team philosophy.

    Great products have the power to change the way people think and work. What unites our team is the sense of purpose, we get from creating lines of relevant products that have a real impact on people.

    That's who we are, not just what we do. If you share this philosophy, you might just be one of us. Send us your resume to tell us your story.

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