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Service Delivery Manager
3 months ago
New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.
We are looking for team members to contribute to and deliver our mission: "To deliver and support technology solutions that securely connect people, places, and information." New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.
Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box.
As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.
New Era Technology provides a team-oriented culture, a positive environment filled with an incredible staff, and a genuine passion for providing the best service to our customers worldwide.
We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field.
We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.Responsibilities:
- Guarantees project management for outsourcing services provided to customers through the development of the Service Plan
- Controls the financial aspects of the contract to meet contractual commitments.
- Follows contractual issues with the client and ensure regular monitoring of the activity to provide additional services or readjust the service if necessary.
- Prepares a monthly activity report involving dashboards and indicators, presents and comment to the client and suggests corrective actions to ensure and improve services.
- Listens to the customer and Informs the Sales teams about new opportunity to offer additional services tailored to the needs expressed.
- Contributes to the service delivery improvement and provides support during the presale tenders to study the operational feasibility of the services, estimating the associated costs
- The SDM will act as Project Manager during the implementation phase of the services to guarantee the delivery of the services (resources, outsourcing...) sold to the client.
- Ensures also that mission on small projects that don't require a dedicated project manager.
- Provides a monthly report to his superiors to guarantee profitability, oversees the financial balance of businesses and the compliance with internal processes.
- Track incidents on a daily and monthly basis.
- Oversees the intelligence databases to track renewals and changes in the customer base.
- Applies procedures related to his job (ISO 9001);
- Follows procedures and environmental instructions (compliance with selective waste, rational use of water, energy and paper etc.) with our ISO 14001 approach.
- Follows the procedures and guidelines for computer security in connection with our ISO 27001 approach.
- Participates in process continuous improvement, highlighting up the malfunction or improvement opportunities with Quality standards, Safety & Environment Dept.
- Working 5 days a week / 8 hour a day could be amended depending on the project's requirements.
- Location:
- Work mainly done at client office (Montreal Canada) with meetings at the client's different locations across Canada.
- Trainings and meetings might require domestic and international travel (once per quarter maximum).
Requirements:
Ability to generate reports and formatting Excel sheet (Pivot table, VLook, filters)
Minimum experience of 5 years in a similar role is required
ITIL Certification
- The person need to be located in Montreal Canada they have to be at customer site and can work remotely sometimes.
