IT Service Delivery Manager

1 week ago


Victoria, British Columbia, Canada Integro Softwares Inc Full time

Job Summary

We are seeking a highly skilled IT Service Delivery Manager to lead our customer support team and drive the implementation of IT service management best practices.

About Integro Softwares Inc

At Integro Softwares Inc, we pride ourselves on providing exceptional customer service and delivering high-quality solutions to our clients.

Key Responsibilities

  • Lead the customer support team in achieving exceptional customer satisfaction ratings.
  • Develop and implement IT service management processes and procedures that align with industry best practices.
  • Collaborate with cross-functional teams to identify and prioritize business needs and develop strategies to meet those needs.
  • Manage and lead a dedicated ServiceNow support team.
  • Develop, implement, monitor, and maintain key support service processes including request management, problem management, and incident management.
  • Ensure that end-user requests are consistently and correctly prioritized and actioned.
  • Contribute to the successful execution of new service delivery models and support strategies.
  • Own the resolution of any Customer Support issues end-to-end by coordinating resources, identifying resolution paths, and providing relevant and clear communications to stakeholders.

Requirements

  • Bachelor's degree in Computer Science, IT, Business Administration, Commerce, or a related field.
  • A minimum of 5 years' experience leading a customer service function in a fast-paced, multi-project, and multi-customer IT environment.
  • Must have demonstrated IT service management leadership experience.
  • Must have excellent customer-service, listening, communication, and problem-solving skills.
  • Must have excellent leadership and collaboration skills to facilitate continuous service management improvement across IT functions.
  • Must have experience leading or participating in agile and/or lean initiatives.
  • ITIL Intermediate certification or higher is preferred.
  • Knowledge of networking, telecom, server environments, and related technologies.
  • In-depth knowledge of the ServiceNow platform is mandatory.

Competencies

  • CUSTOMER ORIENTATION
  • TEAM MANAGEMENT
  • HIGH STANDARDS
  • ORGANIZATION & PLANNING
  • RESULTS ORIENTATION
  • COMMUNICATIVENESS
  • CHANGE MASTERY
  • BUSINESS THINKING
  • RELATIONSHIP BUILDING

Salary Information

The estimated annual salary for this position is $120,000 - $180,000 depending on location and experience.



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