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Manager, Enterprise Service Delivery
4 months ago
**POSITION PROFILE**
A key role within the Managed Services department, the incumbent will be responsible for managing specific account(s) experience through strong relationship building and technical knowledge. Works as the primary point of contact, driver, and client advocate for client onboarding, major projects and escalations while leveraging cross-functional relationships to maintain and enhance client confidence in IT Weapons as the leader in cloud solutions and managed IT services. The position's objective is to provide an industry leading client experience for IT Weapons clients in both a proactive and reactive manner. This individual will act as the manager for all members of the Enterprise Service Delivery team. The MESD is accountable for the overall client relationship and will focus on delivering high customer satisfaction to ensure client retention.
**KEY RESPONSIBILITIES / DUTIES** *
The MESD role encompasses the entire client lifecycle including on-boarding and the first 90 day experience as well as action any get-well plan that may arise
- Become familiar with account background, key stakeholders, and their expectations of IT Weapons. Ensure timely responses & communications to provide a high degree of client satisfaction and confidence in IT Weapons
- Owner and driver of client's overall IT Weapons support experience
- Ability to be flexible to provide a tailored, comprehensive, value-driven client experience.
- Responsible for training clients on how to engage support
- Analyze client's business & infrastructure requirements to suggest upgrades to increase revenue while ensuring they align with industry standard best practices.
- Identifies proactive activities to keep the account(s) in good standing
- Engages Support and Consulting teams as needed to ensure an optimal operation and client experience while maintaining positive relationship with internal teams
- Manage escalations and client and account team expectations around support when needed and leverage virtual cross-functional teams to achieve client satisfaction
- Drive continuous improvement and lessons learned process that prevents further escalations
- Execute job functions following standard practices and develops or enhances practices as required by client and business needs
- Continuous improvement plan development and new idea thought leadership
- Mentor/Coach team members in the areas of:
- Client service skills
- Technical competencies
- Standards creation and adherence
- Process creation and execution
- Tool usage and configuration
- System management and monitoring
- Core values of Self Awareness & Accountability, Client Experience, Being Open and Honest, Inclusive and Collaborative, Innovative and Passionate
- Oversee the Key Performance indicators for Enterprise Service Delivery and report to the Director, Managed Services
- Performance Management via defined objectives including but not limited to:
- Achievement of individual and team targets and goals
- Adherence to the Company's employment procedures and best practice as outlined in the employee handbook
- Maintain client onboarding times to not exceed our targeted cash conversion cycle
- Create and ensure adherence to agreed-upon and/or documented engineering standards and best practices
- Performance reviews, coaching and corrective actions
- Supervision of target utilization
- Client Satisfaction and retention results
- Client environment Documentation
- Be an ambassador of our Company Culture while living and promoting our Purpose/Brand Promise
- Foster healthy, collaborative relationships with peers within the Service Delivery Leadership group
- Outline and execute annual goals for the Enterprise Service Delivery Team
- Other Duties/Projects_
- As assigned
**SKILLS/QUALIFICATIONS** *
College diploma or equivalent
- 10 years of related IT experience with 5 years managing IT professionals
- University Degree an asset or a minimum of ten (10) years relevant work experience *
Fluent in written & spoken English and or French (region dependent), multiple languages is an asset
- Experience with dealing with multi-disciplined teams that are geographically dispersed
- Strong verbal communication and presentation skills
- A minimum of ten (10) years business operations experience in an IT related field
- Significant experience interacting with customers, including senior executives
- Experience with the delivery of operations through the use of technology solutions
- Strong analytical/procedural background with a relevant experience in delivering professional services
- High energy level, comfortable performing multifaceted projects in conjunction with normal activities
- Goal-oriented to achieve targets through self-motivation, perseverance, and determination.
- Proficiency in MS Office, Excel, Word, and Power Point is required
- Ability to work outside traditional business hours if required in meeting the business needs of the client or company
- A valid driver's
