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Service Delivery Manager

1 month ago

Toronto, Ontario, Canada Jolera Inc. Full time
About Jolera Inc.

Jolera Inc. is a leading global IT Security and Solutions provider, renowned for its innovative approach and commitment to excellence. As a member of our high-performance team, you will be part of a dynamic environment that fosters continuous learning and growth opportunities.

Job Overview

We are seeking a seasoned Service Delivery Manager to lead our service desk and field services teams across multiple time zones. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a customer-centric approach.

Key Responsibilities
  • Lead and manage a team of service desk and field services professionals to ensure seamless delivery of services to customers.
  • Develop and implement processes to ensure timely and effective resolution of customer requests and issues.
  • Collaborate with cross-functional teams to identify and address customer needs and concerns.
  • Monitor and analyze customer satisfaction metrics to drive continuous improvement.
  • Develop and maintain relationships with customers to ensure their needs are met and exceeded.
  • Provide technical leadership and guidance to team members to ensure they have the necessary skills and knowledge to perform their roles effectively.
Requirements
  • University degree or equivalent in a relevant field.
  • 5+ years of experience in a supervisory role, with a strong background in IT and customer service.
  • Proven track record of delivering high-quality results in a fast-paced environment.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and team members.
  • Strong analytical and problem-solving skills, with the ability to think critically and make informed decisions.
  • Ability to work effectively in a team environment and lead by example.
Performance Metrics

The Service Delivery Manager will be held accountable to a set of performance metrics, which will be defined in a scorecard. The four strategic imperatives that define the success factors of Jolera Inc. are:

  • Customer Satisfaction
  • Excellence in Execution
  • Fiscal Prudence
  • Employee Engagement