IT Service Delivery Manager
Rene-Levesque Ouest, 455 boul, Montreal, QC, CA
6d ago

Job Description

SNC-Lavalin is one of the leading engineering and construction groups in the world. Founded in 1911, it has been active internationally for almost 40 years, establishing a multicultural network that spans every continent.

The SNC-Lavalin companies are currently working in some 100 countries.

The IT team is evolving and moving from a traditional model to a value creation approach for the customer. Every day, you will work with inspiring, dynamic and innovative people.

In a multi-sector company with more than 50,000 employees worldwide, the IT team helps to improve internal processes, optimize the way we deliver projects, and develops innovative services for our customers.

Job summary

The IT Service Delivery Manager oversees a number of key functions within the IT department that

enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs.

Reporting to the IT Service Director, the IT Service Delivery Manager must be effective at leading cross-functional teams in a fast-

paced environment, have extensive expertise providing customer support in high call volume environments. This role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times.

Key areas of responsibilities

  • Work with the client to manage priorities and expectations to respond to infrastructure request in terms of costs, optimization and timeframe
  • Manage Customer complaints and participate / facilitate the resolution.
  • Promote and encourage strong relationships with key stakeholders in the 5 core sectors of the enterprise.
  • Support the Executive team in identifying key areas of opportunities to improve services.
  • Manage the cooperation between towers to ensure usage of standard methods and tools whenever possible.
  • Direct Client communication and manage escalations
  • Contribute to change management by participating in the committees to validate any user impacts
  • Possess overall vision of the services and products provided, to be able to identify improvement opportunities
  • Provide regular and accurate management reporting on IT Service performance.
  • Provide support to client (SLI) around issues, customer escalations and areas of service improvement
  • Manage the service requirements definition process and ensure that service specifications accurately reflect client requirements
  • Analyze the relevancy of third party contracts and propose optimization
  • Manage and keep the budget assigned on target or below forecasted numbers
  • Initiate continuous service improvement both internally and with customers in the areas of process improvement, efficiency gains and customer improvement (e.
  • g. technology adoption, service usage, etc.)

    Requirements : Diploma


  • College degree or equivalent experience in IT or IT related field
  • General and technical skills

  • Previous experience as a Team Lead or demonstrable experience in leading virtual teams
  • Experience of managing 3rd parties and 3rd party delivered services
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills in both French and English
  • Willingness to support and mentor junior staff
  • Excellent customer facing / customer service skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility
  • Excellent organisational skills
  • Self-motivation and able to take responsibility
  • Able to manage and prioritise and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks
  • Expert knowledge of ITIL disciplines ( an asset)
  • Regular

    At SNC-Lavalin, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-

    class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.

    SNC-Lavalin cares about your privacy. SNC-Lavalin and other subsidiary or affiliated companies of SNC-Lavalin (referred to throughout as SNC-

    Lavalin ) are committed to protecting your privacy. Please consult our Privacy Notice on our Careers site to know more about how we collect, use and transfer your Personal Data.

    By submitting your personal information to SNC-Lavalin, you confirm that you have read and accept our Privacy Notice.

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