About us :
At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada.
Headquartered in Burnaby, BC, with offices in Halifax, Victoria, Calgary, and Edmonton, we employ over 250 staff, and are one of the largest technology solutions providers, recognized our ability to deliver and innovate to meet the changing needs of our clients
Position Overview and Summary :
Microserve is currently looking for a Sr. Service Delivery Manager (Sr. SDM). The purpose of this role is to provide operational oversight, project management and leadership for the delivery of services in Burnaby, BC, in order to drive operational and service excellence, consistency and clarity, and advance business objectives.
The Sr. Service Delivery Manager (Sr. SDM) will assign and direct all work performed and supervise all areas of the operations as it relates to the delivery of services.
The Sr. SDM will manage staff, foster a positive environment and ensure customer satisfaction and manage the delivery of Services to our customers.
The Sr. SDM will have a hands-on approach and will be committed to the expansion and success of the business by implementing strategies that increase productivity and work with sales and other delivery groups to ensure targets are achieved.
The Sr. SDM will also be responsible for leading various projects in relation to service delivery.
This is an ideal position for an individual with an IT background who is looking for a role that incorporates project management, leadership and client relationship management aspects, while still working closely with technology.
Service Delivery Management :
Manage a team of Service Delivery Managers, coordinators and junior project managers
Assist in the recruitment, select, train, assign, schedule, coach, counsel and discipline employees
Responsible for overseeing and coordinating all aspects of service delivery for specific clients
Coordinate schedules and resources, liaising between clients and Microserve Service Delivery teams
Perform ongoing service level management and reporting, monitoring all service activity, and keeping track of both continuous improvement opportunities and issues that are identified and brought forward
Provide management for all end user support services, including depot and onsite support services for desktop, laptop, and printer technologies, managing IMAC activities and desktop / printer refresh projects
Monitor Technical Services engagements on an ongoing basis and escalate any issues to the Director of Technical Services and / or Client / Account Managers
Document policy and procedures to support on-going operations.
Hurdles including conflicting interests, political biases, and resistance to organizational change to ensure win-win solutions.
Manage the Profit and Loss reporting for projects and services engagements
Work closely with Technical Services Team to make sure that time tracking, and invoicing remains current and up to date
Manage and monitor all aspects of service delivery, including ongoing operational support as well as project-based services
Support sales team in the successful positioning, sale and delivery of IT services and related solutions
Identify and coordinate resource requirements for potential engagements to allow for the proactive planning and / or procurement of resources
Monitor assigned services engagements, ensuring appropriate communication and reporting, and escalating any issues appropriately to management or client staff
Manage engagement schedules and commitments; determine resource availability and coordinate manpower, materials, and equipment ensuring workflow and resources are well planned and coordinated
Monitor field work activities, respond to and resolve issues or problems that arise in the field, ensure contract obligations are met, and ensure quality of work performed meets requirements
Manage and mentor technical team members to ensure successful completion of projects
Arrange for required training for Technical Services team as necessary to acquire and maintain vendor certifications
Expedite initial analysis for various customer requests, business requirements analysis, cost estimate
Preparation, solutions design and development, and quality assurance of the development process
Project Management :
Produce project plans and schedules required for the successful delivery of project;
Work with vendors and customers defining project requirements;
Gathering and analysis, and familiar with all phases of the system development lifecycle;
Manage the day to day operations of project team both virtually and via team meetings;
Collaborate with technical resources, business subject matter experts to establish the technical performance needs;
Guide the successful achievement of the objectives, in collaboration with the other members of the leadership team;
Recommend information technology strategies, policies and procedures through identifying problems, evaluating trends and anticipating requirements.
Manage the profitability of projects
Client Relationship Management :
Address customer satisfaction issues promptly
Network to improve the presence and reputation of the branch and company
Attending meetings with clients to build relationships with existing accounts.
Achieving client relationship targets and KPI’s
Working closely with Account Managers and sales representatives
Liaising with internal departments to ensure client needs are fulfilled effectively.
Initiate and participate in Rout Cause analysis and dispute resolution
Qualification and Requirements :
Bachelor’s in science or Administration or a combination of experience is considered an asset
2-5+ years of experience working in the IT industry, including experience successfully managing the delivery of IT services
2+ years’ experience in managing projects
Demonstrated understanding of IT infrastructure related technologies and projects
Relevant post-secondary education, preferably in business or IT
Experience leading teams
ITIL foundations or other related certifications would be considered an asset
Demonstrated skills and experience in IT project management is required, including any of practical experience, related education and certification
Strong Microsoft Office skills, including Excel, Visio and Project
Exceptional organizational skills and attention to detail
Ability to multitask and handle many different concurrent tasks to ensure all projects are completed on time
Strong analytical, planning, and budgeting skills
PMP certification or working towards certification is considered an asset
Successful completion of a Criminal Background check