IT Service Delivery Manager, Victoria, Bc

7 months ago

Victoria, Canada ESW IT Business Advisors Full time

Salary:
**About ESW - IT Business Advisors (ESW)**

ESW is an established IT Consulting Firm providing end to end IT services and solutions to small, mid-sized, and enterprise businesses. At ESW, we are focused on helping clients achieve their goals to drive strategic business value from IT. By combining our industry experience, technical expertise, proven implementation methodologies with the right infrastructure and tools — we can decrease costs and complexity and increase IT innovation.

ESW proudly promotes its Core Values of Courageous Spirit, Servant Heart, and Fun Attitude.

**Our Core Values**

To create our core values, ESW invited Co-Workers to outline values important to them personally. This feedback was then finalized into ESW Corporate Values.
- Courageous Spirit: Intentionally moving forward while persevering in a positive manner.
- Servant Heart: Willingness to put others ahead of ourselves while fostering fellowship with co-workers, clients, vendors and community.
- Fun Attitude: Approaching our lives in a way which encourages excitement, passion and enjoyment.

***

**Commitment and Term**
- Title: IT Service Delivery Manager, Victoria
- Full-time, permanent
- Hours: Monday-Friday 8 am - 5 pm, with some after-hours support required as needed

**Primary Focus**

***Must be Located in Victoria**

At ESW our IT Service Delivery Managers work within our Professional Support Services department.

The Professional Support Services (PSS) Manager will manage their direct reports performance. They must be able to provide leadership, strategy and direction regarding the client care, utilization and performance of their co-workers.

Each PSS Manager will lead the technical teams assigned to them in providing a consistent level of quality, service and support to our clients.

The PSS Manager must provide leadership, resource coordination and direction for their delivery team.

PSS Manager will hold decision making authority for delivery of technical services and be accountable for delivery of services for the clients in the region where they perform the PSS Manager role.

Must have solid IT service delivery experience, the ability to build strong relationships with clients and employees, and the ability and desire to lead a team in providing solutions to our clients.

**Skills and Experience**

**Key Education and Experience**
- 7+ years experience leading technical consulting teams
- Post-Secondary education in a related discipline such as a Information Technology Services diploma or a minimum seven years' experience in a technical support role is an asset.
- Experience with ConnectWise or similar support management platform
- ITIL, PMP, BA, or BRMP Certification an asset
- Technical certifications such as MCSE, CISSP, etc. desirable

**Skills Required**:

- Strong understanding of information management systems and processes. ITIL Foundations certification is strongly preferred.
- Excellent client service skills, with the ability to create/cultivate trust-based relationships with clients and co-workers and remain calm in stressful circumstances.
- Proven ability to manage people and processes, including solid team leadership and coaching skills. Experience with scope management, work planning and work delegation.
- Ability to develop an understanding of the nature of the client's business and its processes to assist in recommending IT solutions that fit their business requirements.
- Good organizational skills, with the ability to work efficiently under pressure, and the ability to organize and prioritize.
- Ability to work independently and with multi-disciplinary teams to accomplish required tasks for clients.
- Proven troubleshooting skills - the ability to think logically, investigate, analyze, and solve complex problems. Specific experience in work flow analysis, business requirements gathering, and earned value analysis.
- Ability to follow a structured approach to problem solving and analysis.

The PSS Manager will be responsible and accountable for all aspects of service delivery in their region and duties will include:

- Expert understanding of the entire ESW Service catalog.
- Act as an escalation point for resolution of client service and technical issues.
- Provide sales and marketing support for recruiting and onboarding new clients.
- Accountable for overall performance of direct reports
- Adherence to operational processes and procedures (i.e. calendar sharing, time-sheet submittal process, Expense reimbursement)
- Adherence/guidance toward aligning co-worker operational performance to corporate standards
- Client review with team and/or individual team members to provide guidance on how to address client issues “the ESW way”
- Provide training, coaching and regular feedback regarding service delivery and client care to the members of the service delivery teams they lead
- Support Primary techs to set client expectations on timelines and service levels being provided.
- Work wi

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