Delivery Manager

2 months ago

Vancouver, Canada Compugen Inc Full time

**About Compugen**

Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.

If you are driven to make a difference, relentlessly curious and collaborative at the core, we’d love to talk to you. Join us and help us make a difference.

**Delivery Manager**

The Delivery Manager will be responsible for all service delivery activities for the assigned customer accounts. All service delivery is under the oversight of the Delivery Manager regardless of whether the staff involved report directly to the DM or are leveraged from other groups. The Delivery Manager is responsible for the quality of service to the customer and has authority to resolve administrative, scheduling, resourcing, backup, and replacement issues.

**Responsibilities**:

- Deliver services to partner organizations with a world-class customer experience
- Manage the budget of customer accounts across all lines of service
- Develop operational and strategic road maps for customer IT service journeys
- Practice continual service improvement
- Execute contract and scope management with change orders, SOW development and review, and resource planning
- Single point of contact between the Compugen delivery organizations, and the Compugen customer care organizations with respect to service delivery matters.
- Understands Compugen services offerings and capabilities in order to participate fully in a successful partnership with the Sales Account Executive.
- Utilizes best practice project management, service delivery management, and administrative resources, tools, and processes based upon an understanding of the solution requirements based upon the existing capacity, capabilities, and solutions that Compugen can deliver
- Ensures that requirements for metrics collection are met within the solution delivery organizations.
- Work closely with the customer to ensure Compugen staff are performing as required and make changes as requested by the customer in a timely fashion.
- Monitors metrics monthly to ensure accurate billing (number of help desk clients, number of end-users, workstations, servers, routers, switches, server backups etc).
- Builds and sustains effective communications with customer toward the goal of maximum customer satisfaction
- Collaborates across all appropriate Compugen organizations to maximize overall customer satisfaction

**Qualifications**:

- 3 to 5 years of management experience
- ITIL Certification
- A good understanding of overall IT service delivery and a solid understanding of how customer requirements dictate service delivery
- Project management skills
- Understanding of statistical, analytical, and financial principles and processes
- Ability to interact successfully with the business and IT
- An understanding of the Customer's business and how IT contributes to the delivery of their product or service
- Good people management and administrative skills
- The ability to interact successfully with all levels of the Customer and IT provider organization
- Good overall infrastructure understanding, basic technical skills (more advanced technical skills is a definite asset)

**Equity Statement**

Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs

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