IT Service Delivery Manager

3 months ago

Edmonton, Canada SIRKit Full time

**Organization Summary**:
SIRKit is a Managed Service Provider (MSP) established in 2007. We deliver efficient service by focusing on documented, repeatable processes and automation. Our work's efficiency allows us to deliver significant value to our clients while compensating our team fairly. Our clients are accustomed to a friendly, outgoing, and engaging experience, and every person on our team is responsible for maintaining that experience. Our mission is to build long-term relationships, be accountable, and protect our partners.

**We expect all our employees to live our values**:

- Security First - Protecting you; above everything else.
- One Team
- Together, we are unstoppable.
- Driven to Succeed
- Competent and confident in everything we do.
- Make it Happen - We Take Ownership and get it done
- Kaizen - Dedicated to continuous improvement.
- We F**ing Care - Passionate service that demonstrates commitment to our team, clients, and business partners.

**What's great about SIRKit?**

SIRKit provides an inclusive environment of like-minded technology professionals working towards a common goal. We put service ahead of sales, as our company was built by and is still run by technicians; our leadership team is entirely composed of former technicians. We pride ourselves on hiring the best, compensating fairly, and having fun on the job. We don’t compromise on technology or security and always ensure we provide the best solutions. We hire and train before we grow, so we’re not playing catch up. We embody the Kaizen mindset, and we’re always willing to do the work to improve and solve issues.

**Additionally, we provide the following great benefits to our team**:

- Hybrid in office/work from home working schedule
- Three weeks of vacation starting and four weeks after three years
- Six personal days per year
- Quarterly profit-sharing bonuses
- RRSP Matching program
- Full medical and dental benefits
- Free lunch every Friday
- Friday Happy Hour
- 1.5x paid overtime
- Open pay bands, accountability, and growth options
- Paid training and certifications
- Fun social events
- Leave 2 hours early before long weekends to beat the traffic

**Don’t take our word for it; here’s some feedback from our team**:
**Compliance Analyst, 4 years with SIRKit**:
SIRKit is very open to feedback. Everyone's opinions matter and if there's a process that can be improved, we don't get caught up in months of discussions and approvals from higher-ups. We can go from an idea in an L10 meeting one week to having it fully implemented the next week.

**Service Dispatcher, 2 years with SIRKit**:
SIRKit Management cares about their employees. SIRKit created a fun, inclusive work environment for all to grow and learn in.

**Service Technician, 3 years with SIRKit**:
Coffee trips and lunches bought for the office along with the social events

**vCIO, 6 months with SIRKit**:
What's great about SIRKit? - What's not great about SIRKit How everyone cares about providing solution-based services and not break-fix. How the culture is very supportive and close "family". Everyone is out to help each other, and we all work towards a common goal.

**Practicum Student**:
“As a student, working at Sirkit has been an incredible introduction into the IT industry I strongly feel like the effort I put in is reciprocated by everyone here The culture is great, and everyone is eager to share their experiences. I don’t think there’s a better place to spend a summer while in between school.”

**Job Summary**

Reporting to the Chief Operating Officer (COO), the Service Delivery Manager is responsible for overseeing the operations of the Service Delivery area, consisting of the Service Desk. This position will guide and direct the activities of team members to ensure that operational goals and metrics are attained while providing the highest level of quality service. The Service Delivery Manager will foster the development and retention of a strong, effective team that works as a cohesive unit within the company. As a member of the SIRKIT Leadership Team, the Service Delivery Manager will advance the mission, vision, values, and goals of the company and participate in the development of, and implementation toward, long-range plans and goals.

**Job Duties and Responsibilities**

**Client Support Operations**
- Oversee and direct the activities of the Service team members to meet or exceed operational goals and metrics
- Work with clients and team members to address issues with process and customer experience
- Uphold SIRKit’s Customer Satisfaction (CSAT) rating and investigate negative ratings
- Oversee adherence to and performance of client contracts
- Oversee adherence to appropriate project management standards
- Actively monitor that core processes are followed by team members
- Monitor and ensure client service escalation requests are resolved successfully and efficiently
- Manage and oversee client facing communication and n

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