Senior Service Delivery Manager

Senior Service Delivery Manager

Position Description

The position of Senior Service Delivery Manager (SDM) is part of the Service Delivery Management organization which has accountability for the operational and service health of the client. This team brings a relationship-focused client management approach that aligns client and Centrilogic goals for mutually beneficial outcomes. The Senior SDM lives in the tactical-technological dimension of the client relationship, focusing on ensuring that contracted managed services are being delivered such that client expectations are met or exceeded.

The Senior SDM understands all contracted scope, performance levels (SLO/SLA), service offerings and capabilities, which enables them to assist the client in maximizing the value of Centrilogic’s business model and solution delivery organizations. They utilize IT service management, relationship management and project management principles, as well as administrative resources, tools, and processes to perform their responsibilities.

This position is also one of leadership and mentorship to all Service Delivery Managers on the team. Assisting the Director, Service Delivery in establishing effective processes and tools to aid in the tracking of team goals and using extensive experience to establish excellent interactions with other teams such as Sales, Operations, PMO, Professional Services and others.

The Senior SDM brings both a high sense of urgency and accountability in the understanding that our client’s success is our guiding principle.

This role is preferred to be based out of Calgary and will be required to be present at the client office from time to time and for key meetings.

The role manages a dynamic set of top accounts primarily from the highest touch, strategic or complex set of accounts, by essentially carrying out duties pertaining to the following business functions:

Account Governance

• and maintain strong relationships with clients at both operational and managerial levels, understand their goals and service outcomes, and act as the senior key point of contact for day to day management and service health
• the delivery of all in-scope service deliverables is in accordance with the terms and conditions of the Managed Services contract
• as the client advocate for all matters relating to Managed Services delivery, which includes the coordination of multiple service lines (such as Managed Services Support, Cloud, Oracle Cloud, Kubernates, Security and Compliance, Patch Management & Maintenance, and Backup and DR)
• alignment with technical operations team’s delivery by providing context and client perspective, which includes both on-shore and off-shore technical teams
• role in onboarding of new clients and onboarding of new services for existing clients.

Lead key service related communications with the client, in partnership with Service Assurance, Delivery, and Account teams

Provide guidance, manage expectations and, at times, push-back on client requests with support from management

Client Health Monitoring and Run State Assessment

• and evaluate customer health score and coordinate necessary actions to achieve desired outcomes
• to monitoring, proactively assessing client retention risk, and raising awareness internally

Assist operations in developing and track completion of service improvement plans with clear definition of desired outcomes; support the communication of related operational improvements to the client

Manage red-to-green improvement plans for clients; garner support internally and work with cross-functional teams to action these plans

• that client’s SLAs and other contractual agreements are tracked, reported and met, with support on reporting from Service / Operations functions
• overall client Run State by consolidating health factors into single indicator

Service Governance

• SLA compliance via existing reports provided by Service/Ops teams, obtained via data from various service management tools
• any other contractual service related KPIs relevant to client business that have dependency on managed services delivery
• operations service metrics and KPI’s during Monthly or Quarterly Operations Reviews (MOR/QOR) utilizing data/graphs provided by operations teams
• relevant service delivery data for Quarterly Reviews presented by Account Executives / Service Delivery colleagues
• intake channel for feedback and discussion on opportunities for service improvement
• items get escalated or prioritized by client, support technical teams by providing required context and drive fast turnaround times on issue/incident resolution
• and mitigate risks that could impact service delivery
• the point of contact for service delivery issues communicated by client and initiate escalation for service issues
• a focus on ITIL Incident, Change, and Service Request Management, work in collaboration with the operations teams to continuously improve the service delivery experience by advising on best practices and process/practice improvements
• clients on efficiency and optimization for in-scope services
• P1, Major Incident or escalation scenarios with client management and client communications , working in tandem with technical SMEs and designated major incident manager
• to Post Incident Reports (PIR) for qualifying incidents and support the delivery of PIRs to the client

Be aware of major account activities (projects, proposals) to ensure interdependencies with incoming client requests are managed

Attend change management calls to represent changes with technical SMEs are required, and assist support staff in representing changes effectively

Touchpoints

• contractual cadence of touchpoints is followed in alignment with Account Executives/Service Delivery colleagues
• applicable, gather necessary data, context and insights and deliver weekly or bi-weekly reviews
• required touchpoints as outcomes necessary to improve client run state:
• calls with SDM and/or Client Success Manager (CSM)
• including technical operations delivery team(s)
• with Centrilogic leadership as outcomes for significant escalation
• on-site visits when required and feasible
• Calls

Mentorship and Administrative Areas

• their extensive experience, the Senior SDM is expected to significantly contribute to the team’s overall effectiveness by assisting the Director , Service Delivery with various efforts such as:
• on in creation of comprehensive knowledge base which serves as a valuable resource for the entire Service Delivery team.
• internal/team KPIs and establishing robust mechanisms for measuring these metrics ensuring the team’s goals are met efficiently.
• process design and implementation ensuring workflows are optimized and align with Centrilogic’s obectives.

Experience Required

• 12+ years in technical customer relationship management positions such as Client Success Management, Project Management, Account Management, and Team Lead
• customer advocacy and engagement experience in post-sales or professional services functions and working in a complex IT environment
• in designing workflows and processes to better interface Service Delivery with other teams (Sales, Operations, PMO, etc.)
• to move between service / operational mindset to crisis management mentality
• desire and passion for learning new concepts and technologies
• problem solving, problem resolution and analytical skills
• to grasp and explain complex technical concepts to a variety of audiences including non-technical stakeholders
• communication skills along with the ability to build and manage trusting relationships with large clients
• to multitask and balance competing requirements
• verbal and written communication skills
• and ability to work with minimal direct supervision
• and lead initiatives to successfully complete assigned projects
• and AWS Foundational certification preferred
• knowledge of network infrastructure and principles including routing, firewalls, certificates and SSL/TLS
• knowledge of Windows Server administration
• knowledge of Linux Server administration desirable
• knowledge of security concepts such as threat detection and response as well as vulnerability remediation and SOC operations