Service Delivery Lead- It

2 months ago

North York, Canada Lifemark Health Group Full time

**Position: Service Delivery Lead
- IT**

**Type: Permanent Full-time**

WHAT YOU’LL DO

The Service Delivery Lead is the primary operations interface between the new acquisitions and Lifemark IT. Reporting to the Director, IT Operations, this role is responsible for but not limited to maintaining service fidelity across a range of acquisitions and would work cross-functionally to meet and exceed the expectations of the defined service.

Day-To-Day Responsibilities:

- Building and maintaining excellent customer relationships
- Successful on-boarding of new acquisitions ensuring a smooth service transition
- Develop, adopt and deliver best practice service levels across all teams
- Work with stakeholders and colleagues to effectively manage incidents and help develop effective incident management processes, aiding improved service delivery
- Understand and identify KPIs for successful management of service delivery
- Promote and drive team collaboration and maintain team moral
- Collection of statistical data including SLA performance, management information, team performance and other business metrics for monthly reporting.
- Provides escalation management duties across multiple departments.
- Responsible for gathering information and documenting all transitions into the Lifemark infrastructure.
- Proactively assesses, clarifies, and validates acquisitions needs on an ongoing basis.

WHAT WE’RE LOOKING FOR

Must-Haves:

- Ability to direct a team towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasks
- Ability to understand and leverage existing systems to provide solutions to the business and recommend new systems when required
- Proven ability to significantly contribute toward or lead operation initiatives with a results-oriented approach
- Demonstrated leadership and management skills in a team-oriented, collaborative environment
- Strong interpersonal skills, with the ability to work effectively with all levels of the organization
- Ability to balance multiple tasks with changing priorities
- Ability to work and think independently and ensuring to meet deadlines
- Demonstrated ability to maintain strict confidentiality and handle sensitive matters with discretion
- Excellent attention to detail and organizational skills
- Must have clear and professional communication skills (written and oral) both internally and externally
- Proficient with Microsoft Office (Word, Excel, Outlook)
- Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the organization

Nice-To-Haves:

- Bachelors degree
- Possess ITIL Certifications
- Experience in IT Service Management (ITSM)
- Experience operating in a complex matrix business environment is desirable
- Proficient with Microsoft Office including Project
- Experience in a complex matrix business environment is desirable

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