IT Service Delivery Manager

2 weeks ago

Markham, Canada F12.NET Full time

**Why F12?**

Look no further if you seek the fast lane into an IT career or wish to supercharge your professional development. You will work hard with a diverse team and gain exposure to technology services in scores of businesses; your resume will become rich with experience and accomplishments. F12 is on a mission to elevate our employees. We are doing this by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders and their teams. We value humble service, self-improvement, and hard work, and we are looking for like-minded individuals to join us on our journey.

The Service Delivery Manager (SDM) is a strategic member of the Service team who manages high value customer relationships related to technical health and service deliverables. The Service Delivery Manager maintains regular contact with their customers by phone and onsite visits (when applicable) and understands the short-term and long-term business objectives of each account, enabling them to achieve their goals.

It is expected that a Service Delivery Manager has a good technical understanding of the products and solutions that F12.net provides and can effectively articulate solutions to complex technical issues. This role will require the ability to guide and influence team members to help ensure consistent service is being delivered.

**What You Will Be Doing**
- Act as a Customer Advocate to ensure all service deliverables and expectations are met, while also being an advocate for F12 and collaborating with interdepartmental teams
- Tracking and management of client service issues, through ongoing client governance meetings, ticket reviews and client “health-checks”
- Gather the ‘voice of the customer’ feedback and work with internal teams to close gaps/address issues
- Ensure client deliverables and obligations are met. Working internally to hold accountability to other F12 teams on all contracted deliverables
- Assist with client support process and technical documentation
- Establish a defined change management process with the client and work with teams internally to ensure proper execution. Coordinate/plan change requests, including approvals and change windows for assigned clients
- Stay close to the customer pulse and assist with regards to CSAT ratings, response rate KPI’s and follow up for closed loop corrective actions on any feedback items
- Assist and/or lead escalated issues until resolution, act as a technical authority working with key stakeholders, oversee remediation efforts
- Report on client SLA’s and internal OLA’s - following up on breaches and corrective actions
- Assist with support escalations on high priority/high visibility service incidents, participate and assist with leading major incidents, facilitate PIR procedures
- Help to facilitate a seamless transition for special projects or work order requests into support, assist with scope of work requirements
- Participate or run large client check-in’s when needed for high MRR clients
- This is just a snippet of the duties and responsibilities included on the Job Description

**Who You Are**
- Demonstrated experience managing customer and vendor escalations and relationships in an IT Managed Service or similar environment
- High Degree of comfort with complex technical environments
- Proven ability to effectively resolve issues and conflicts for both internal and external customers
- Demonstrated knowledge of industry best practices
- ITIL foundations certification required
- Comp TIA, Microsoft, WatchGuard certifications an asset

**What You Can Expect from Us**

We take pride in our forward-thinking, dynamic culture that champions diversity and inclusivity and fosters a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Here are some of the components of our total rewards plan:

- Health Spending or RRSP Matching
- Three weeks vacation plus extra Flex Days
- Benefits from Day One
- Flexible Work Arrangements
- Reimbursements for educational advancement and certifications
- Leadership development opportunities and growth coaching

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

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Markham, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

- How many years experience do you have managing customer and vendor escalations in a Managed Service environment?

Licence/Certification:

- ITIL Foundations Certification (preferred)

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