Senior Delivery Manager

1 week ago

Hamilton, Ontario, Canada Compugen Inc Full time

Full details of the job.

Job Title

Job Title Senior Delivery Manager - (Southwestern Ontario)

Vacancy No

Vacancy No VN6926

Work Location

Work Location Hamilton, ON

Base Pay Range

Base Pay Range To be discussed during the recruitment process

About Compugen
Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.

If you are driven to make a difference, relentlessly curious and collaborative at the core, we'd love to talk to you. Join us and help us make a difference. The Senior Delivery Manager will be responsible for all service delivery activities for the assigned customer accounts. All service delivery is under the oversight of the Delivery Manager regardless of whether the staff involved report directly to the DM or are leveraged from other groups. The Delivery Manager is responsible for the quality of service to the customer and has authority to resolve administrative, scheduling, resourcing, backup, and replacement issues. The Senior Delivery Manager has increased responsibility for account strategy in collaboration with the account executive, and creating unified services delivery models that remove barriers and ensure an exceptional customer experiences. Thought leadership and a passion for growth makes the Senior Delivery Manager a true Tech Ally to our customers.

Responsibilities:
  • Single point of contact between the Compugen delivery organizations, and the Compugen customer care organizations with respect to service delivery matters.
  • Understands Compugen services offerings and capabilities in order to participate fully in a successful partnership with the Sales Account Executive.
  • Utilizes best practice project management, service delivery management, and administrative resources, tools, and processes based upon an understanding of the solution requirements and the existing capacity, capabilities, and solutions that Compugen can deliver
  • Ensures that requirements for metrics collection are met within the solution delivery organizations.
  • Ensures all Service Level Agreements (SLAs) are met between the provider and customer
  • Monitor service performance, identify areas for improvement, and take necessary actions to maintain service performance
  • Work closely with the customer to ensure Compugen staff are performing as required and make changes as requested by the customer in a timely fashion.
  • Monitors metrics to ensure accurate billing (number of help desk clients, number of end-users, workstations, servers, routers, switches, server backups etc).
  • Builds and sustains effective communications with customer toward the goal of maximum customer satisfaction
  • Engage with key stakeholders, understand their business goals, and align services to meet their specific need
  • Collaborates across all appropriate Compugen organizations to maximize overall customer satisfaction
  • Acts as a key escalation point for all customer escalations
  • Advocate for customer needs, communicate their feedback and requirements to relevant teams, and collaborate to deliver solutions that align with customer expectations
  • Gather feedback, conduct regular meetings, and act as a trusted advisor, suggesting solutions that add value to the customer's business
  • Manages the contract(s) with the customer(s) to ensure continual alignment between scope definition and scope execution, updating and changing as required through contract change management processes.

About Compugen
Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.

If you are driven to make a difference, relentlessly curious and collaborative at the core, we'd love to talk to you. Join us and help us make a difference. The Senior Delivery Manager will be responsible for all service delivery activities for the assigned customer accounts. All service delivery is under the oversight of the Delivery Manager regardless of whether the staff involved report directly to the DM or are leveraged from other groups. The Delivery Manager is responsible for the quality of service to the customer and has authority to resolve administrative, scheduling, resourcing, backup, and replacement issues. The Senior Delivery Manager has increased responsibility for account strategy in collaboration with the account executive, and creating unified services delivery models that remove barriers and ensure an exceptional customer experiences. Thought leadership and a passion for growth makes the Senior Delivery Manager a true Tech Ally to our customers.

Responsibilities:
  • Single point of contact between the Compugen delivery organizations, and the Compugen customer care organizations with respect to service delivery matters.
  • Understands Compugen services offerings and capabilities in order to participate fully in a successful partnership with the Sales Account Executive.
  • Utilizes best practice project management, service delivery management, and administrative resources, tools, and processes based upon an understanding of the solution requirements and the existing capacity, capabilities, and solutions that Compugen can deliver
  • Ensures that requirements for metrics collection are met within the solution delivery organizations.
  • Ensures all Service Level Agreements (SLAs) are met between the provider and customer
  • Monitor service performance, identify areas for improvement, and take necessary actions to maintain service performance
  • Work closely with the customer to ensure Compugen staff are performing as required and make changes as requested by the customer in a timely fashion.
  • Monitors metrics to ensure accurate billing (number of help desk clients, number of end-users, workstations, servers, routers, switches, server backups etc).
  • Builds and sustains effective communications with customer toward the goal of maximum customer satisfaction
  • Engage with key stakeholders, understand their business goals, and align services to meet their specific need
  • Collaborates across all appropriate Compugen organizations to maximize overall customer satisfaction
  • Acts as a key escalation point for all customer escalations
  • Advocate for customer needs, communicate their feedback and requirements to relevant teams, and collaborate to deliver solutions that align with customer expectations
  • Gather feedback, conduct regular meetings, and act as a trusted advisor, suggesting solutions that add value to the customer's business
  • Manages the contract(s) with the customer(s) to ensure continual alignment between scope definition and scope execution, updating and changing as required through contract change management processes.
Qualifications:
  • 8+ years of management experience
  • 5+ years of relevant contract management experience
  • ITIL Certification
  • A keen understanding of overall IT service delivery and a solid understanding of how customer requirements dictate service delivery
  • Demonstrated ability to create and execute a customer experience strategy
  • Demonstrated ability to create a technology and services roadmap
  • Project management skills
  • Understanding of statistical, analytical, and financial principles and processes
  • Ability to interact successfully with the business and IT
  • An understanding of the Customer's business and how IT contributes to the delivery of their product or service
  • Strong people management and administrative skills
  • Demonstrated leadership skills with direct and indirect reports
  • The ability to interact successfully with all levels of the Customer and IT provider organization
  • Good overall infrastructure understanding, basic technical skills (more advanced technical skills is a definite asset)
Equity Statement
Consistent with our commitments to equity and diversity, we actively recruit women, visible minorities, aboriginal people and persons with disabilities. We also provide employment accommodation upon request to current employees and to applicants during the recruitment process. We comply with human rights codes in all jurisdictions where we operate and aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs. #LI-RB1
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