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IT Service Delivery Manager

3 months ago

Vancouver, British Columbia, Canada Progression3 Full time

On behalf of our client in Vancouver, a large information technology firm, Progression3 is in search of an IT Service Delivery Manager for a permanent role.


Responsibilities:

  • General Departmental management activities including:
  • Manages any personnel or discipline issues that may arise.
  • Perform STA responsibilities when required
  • Assists with hiring and terminations as needed in cooperation with Program Director.
  • Reviews and approves all personnel administrative duties, such as weekly time keeping, vacation scheduling, performance evaluations, annual reviews, etc.
  • Provides training, coaching, and counseling to subordinates for continuous improvement throughout the systems integration functions in cooperation with CET SME (Client Environment Training SME).
  • Interfaces with client, technicians, operations, end users, updates operating procedures, analytical approaches, and best practices.
  • Manage customer escalations as needed.
  • Monitor daily operational tasks and duties as performed by PM's, Breakfix, and STA's.
  • Field Staff Time sheet approvals
  • Field staff ticket scheduling and queue monitoring
  • Facilitating communications to team level
  • Team KPI & SLA Compliance

Preferred Qualifications:

  • 24 years of experience in a supervisory role
  • Bachelor's degree or equivalent management experience

Job Type:
Permanent

Salary:
From $100,000.00 per year

Work Location:
One location