IT Service Delivery Manager

3 weeks ago

Winnipeg, Canada Progression3 Full time

On behalf of our client in Winnipeg, Progression3 is in search of a Service Delivery Manager for a permanent role.

**Key Responsibilities**:

- Enhances the expectations of the internal/external customer experience by overseeing the Service Delivery performance of service to customers as per agreed contract and ensures service levels are achieved.
- Provides strategic leadership and direction in the service management provision to support business running, growth and transformation activities.
- Ensures the required level of service management is in place to support the required service delivery and support requirements.
- Effectively monitors, controls, and analyzes reporting to ensure service delivery is achieved to agreed levels of customer satisfaction.
- Looks to continually improve the service delivery to meet or exceed customer experience.
- Supports the organization on delivering the Service Strategy and vision.
- Ensures adherence to Service Management Processes by the Operations Team.
- Understands and underpins the implementation of IT Service Strategies supporting Customer environments.
- Ensures OLA’s and SLA’s and any third-party supplier agreements are in alignment with and capable of delivering services within contracted timeframes.
- Underpins the Operational Level Agreements within the delivery units where specifically needed (i.e., where the customer requirements differ from the service level in standard service descriptions).
- Responsible for overseeing the continued provision of delivery of services by the Operations team to agreed quality and cost.
- Accurately forecasts the demand for services, and appropriate cost by account.
- Works to mitigate the impact of service failures and improve quality.
- Acts as the functional manager for all service management processes, being the escalation point for process owners and giving direction to continuous improvement of all service support and service delivery processes.
- Supports the process owners and ensure process functionality and delivery.
- Investigates and reports all breaches of OLA’s/SLA’s and Service Management Processes and manages the proposal and implementation of solutions to prevent future occurrences.
- Ensures relevant reporting to support Service level monitoring is in place.
- Forms strong relationships with the Account team building an understanding of Customer Requirements and business drivers.
- Actively participates and manages the service delivery meetings with internal customers and with IT teams.
- Prepares Status reports for Customers by working with differing internal and external teams.
- Prepares monthly Availability Management Reports for Customers and Management, highlighting any service exceptions.
- Identifies current status of Account team expectations and satisfaction levels.
- Works closely with the Product Development teams, feedback for new requirements, needs and feedback into the roadmap and release plans for delivery capabilities.

**Job Types**: Full-time, Permanent

**Salary**: From $125,000.00 per year

Schedule:

- Monday to Friday

**Experience**:

- IT Service Delivery: 5 years (required)

Work Location: One location

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