IT Service Delivery Manager

6 months ago

Paradise, Canada Pinnacle Networks Inc. Full time

**Brief description**:
The position of IT Service Delivery Manager works with our team as well as clients to ensure they're receiving the tools and support needed to achieve their goals while helping to promote our products and services across all of our divisions.
- **Responsibilities**:_

**Service Delivery**:

- Lead daily morning meetings with the service team to review tickets / projects for assignments, escalations and scheduling. Hold weekly internal meetings with the team and follow up with the client to ensure delivery of SOW’s and SLA’s and manage any deviation and impediments accordingly.
- Assist to schedule and attend Quarterly Business Review (QBR) meetings with clients to review their account, services and any upcoming projects to plan for. Discuss new technologies and/or services that we offer that they might not avail of already.
- Providing guidance and leadership to the service delivery team.
- Advising and coaching team members.
- Review and evaluating customer service requests, escalations and complaints and take appropriate action as required.
- Complete discovery calls with new and existing clients and perform all necessary follow ups with the client and internal resources as required.
- Review proposals with the sales & support team to ensure it aligns with client goals.
- Assist with the development and completion of RFP’s and review for quality and accuracy prior to submission.
- Develop strong working relationships with clients as well as internal staff to utilize product knowledge and establish customer relationships in support of service & sales efforts.
- Demonstrate a strong ability to drive key plans and initiatives through idea generation, planning and measuring results.
- Execute new agreements, audit and review existing agreements to ensure accuracy.
- Oversee planning and scheduling of the support team with each new client engagement. Liaise with the client to schedule on-boarding and ensure all products and services are delivered in a timely fashion.
- Follow up and qualify leads/opportunities and update the sales team accordingly.

**Client Success**:

- Manage client expectations by engaging with clients in complex situations involving high-level planning, proposal approvals, deficiencies, and ad-hoc requests
- Identify the engagement team and brief them on the engagement by gathering knowledge and providing feedback, while ensuring standards of excellence and quality prevail**. **Schedule and lead engagement kick off call with the client.
- Anticipate business issues and work closely with clients to resolve issues through answering questions and acting as part of the escalation team to address/resolve client inquiries. Follow established processes for effective problem resolution, striving for a win-win outcome for Pinnacle and the client.

**Strategy**:

- Provide strategic direction by consistently monitoring client satisfaction and industry trends and recommending new sales opportunities of new products to past customers, and identifying cross selling opportunities with existing clients.
- Establish quantitative and qualitative metrics for evaluating and tracking client satisfaction.
- Implement strategic initiatives, develop best practices, and ensure that deadlines and standards are met.

**CRM**:

- Keep the CRM up to date throughout the sales cycle (create and update lead, opportunity, tasks, timeline, notes, etc.)
- **Qualifications**:_
- 5+ years of experience in a service delivery or similar role
- 3-5 years of management experience
- Bachelor's Degree or College Diploma
- Experience with CRM platforms
- Experience managing and supporting clients, along with practical knowledge of services delivery and operations
- Demonstrated track record of leadership, initiative, and creative problem solving
- Experience managing client requests and making recommendations that meet the clients needs to help them excel
- The ability to manage stakeholder expectations, articulate technical concepts and understand business drivers
- Working knowledge of service delivery concepts, processes, and procedures, as well as the ability to enhance and manage continuous process improvement
- Self-starter who can drive and own key initiatives with mínimal direction, and can wear many hats, often at the same time
- A growth mindset, with the ability to be constantly learning with the goal to become the master of your craft
- Proven track record of managing multiple customers simultaneously and building relationships with both customer and internal stakeholders
- Strong time management skills operating within a multi-task environment
- The ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists
- An ownership mindset, where you take 100% responsibility and always ask "how can I solve this problem" instead of passing challenges off as "someone else's problem"
- Agile mindset
- Takes the initiative to foster

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