Service Delivery Manager

1 week ago

Ottawa, Ontario, Canada Intega IT Full time

Intega IT is a well-established boutique IT support company, delivering top-notch service to the Ottawa community since 2001. We pride ourselves on providing exceptional IT solutions and building long-term relationships with our partners. We are seeking an experienced and customer-focused Service Delivery Manager to join our team and help us continue to deliver outstanding service to our clients.

Position Overview: As a Service Delivery Manager, you will be responsible for overseeing the delivery of IT support services to our existing clients. Reporting directly to the CEO, you will manage a team of technicians, ensuring that client queries are resolved efficiently and to the highest standards. You will serve as the main point of contact for escalated service issues, requiring excellent communication and problem-solving skills. The role requires a balance of leadership, technical expertise, and a commitment to continuous improvement.

Key Responsibilities
  1. Lead, mentor, and develop a high-performing service delivery team.
  2. Cultivate strong relationships with clients and stakeholders to identify and seize new business opportunities.
  3. Foster a customer-centric culture by providing exceptional service and support.
Daily Tasks:
  1. Ensure adherence to company standards and procedures across the team.
  2. Track and manage the technical team's work (billable and non-billable).
  3. Lead by example in delivering excellent customer service at all levels.
  4. Mentor technicians and support their growth and development.
  5. Oversee the service request workflow, ensuring efficient prioritization, scheduling, and resolution.
  6. Conduct end-of-day check-ins with technicians to prioritize urgent issues.
  7. Review and manage service ticket queues to ensure proper flow and timely resolution.
  8. Collaborate with vCIO and Account Management team on client projects.
Weekly Tasks:
  1. Review and manage technician schedules and personal time requests.
  2. Coordinate onsite client visits and support the technician-client relationship.
  3. Prepare for weekly team meetings, drafting agendas and reviewing key topics.
  4. Ensure accurate and timely submission of timesheets for approval.
  5. Track technician progress, establish quarterly goals, and monitor performance.
  6. Review client roadmaps and collaborate with the Intega VCIO on service delivery plans.
Monthly Tasks:
  1. Revise and implement updates to the Monthly Maintenance Checklist.
  2. Oversee patching schedules and ensure compliance with maintenance procedures.
  3. Manage the documentation, RMM, PSA systems, and technician access to tools.
  4. Attend client service review meetings with the Intega Account Manager.
  5. Monitor training progress and identify opportunities for skills development within the Service Desk and Professional Services teams.
Quarterly Tasks:
  1. Conduct Quarterly Reviews with technicians, setting new performance goals.
  2. Identify and plan for training and development needs.
  3. Ensure technicians have the necessary resources to meet quarterly objectives.
Yearly Tasks:
  1. Reflect on the past year's performance, noting successes and areas for improvement.
  2. Establish goals for the upcoming year in collaboration with leadership.
  3. Contribute to the company's annual roadmap and budget planning sessions.
Key Requirements
  1. Proven experience in an IT service delivery or management role.
  2. Strong leadership and team management skills, with a focus on employee development.
  3. In-depth technical knowledge of IT systems, support processes, and best practices.
  4. Excellent communication and interpersonal skills, with the ability to manage client relationships effectively.
  5. Ability to analyze processes, identify improvements, and drive continuous improvement in service delivery.
  6. Strong organizational skills, with the ability to manage multiple priorities and tasks effectively.
Why Intega?
  • Work with a dynamic and supportive team.
  • Opportunity to make a meaningful impact in a growing, client-focused company.
  • Competitive compensation package and professional development opportunities.

If you are passionate about delivering excellent customer service, leading a team, and driving continuous improvement in IT support services, we want to hear from you

Apply today to join Intega IT and help us continue to provide exceptional IT services to our clients
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