Manager of Implementation Services

4 weeks ago

Toronto ON, Canada SysAid Full time

SysAid is a service automation company delivering software for organizations that want to get more done. Our SaaS ITSM (IT Service Management) and Asset Management solutions serve more than 5,000 customers across the globe. We do the heavy lifting for IT and anyone delivering services in the digital workspace, by leveraging automation, analytics, and AI.

The Manager of Implementation Services is a key role within SysAid, reporting to the Director of Professional Services. With a keen eye for customer success and loyalty, the individual in this position:

  • Act as the product expert and gain hands-on experience implementing our product.
  • Manage a team of Implementation Managers and Specialists focused on assisting our clients in increasing productivity and creating value by implementing the SysAid Software.
  • Coach members of the Implementation Team on how to conduct better ITIL-based implementations utilizing SysAid best practices and speeding up TTV (Time to Value)
  • Helps our sales team position the services needed for implementation
  • Lead a growing team within the organization - recruiting, managing, directing, and inspiring a diverse team with various skills and backgrounds.
  • Be familiar with measurably delivering services - always looking for ways to improve customer satisfaction, productivity, efficiency, and effectiveness of the operation.

Qualifications:

  • 5+ years of experience leading project implementation and/or delivery of B2B SaaS. Bonus points for prior experience with ITSM systems or Service Delivery solutions in a customer-facing role.
  • 3+ years of leadership experience in multi-faceted consulting teams.
  • Critical decision-making capabilities and an “own the result” professional attitude.
  • A proven innovator, responds promptly and reasonably when making decisions, effective at solving problems.
  • Flexibility to work in a 24 x 7 X 365 environment.
  • Strong project management, consulting, and process improvement skills
  • Experience multitasking in a fast-paced growth B2B software environment
  • Results-oriented team player who demonstrates best-in-class customer service skills
  • Advanced ITIL certifications.
  • Experience developing CMDB solutions, including a definition of CIs.
  • An advanced understanding of IT/Networking concepts including Microsoft client and server operating systems, Microsoft SQL Server, Active Directory, LDAP, network management (TCP/IP, DHCP, DNS, firewalls)
  • B.Sc. in Computer Science, Engineering, Business, or equivalent

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