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Client Services Director

2 weeks ago

Ottawa, Ontario, Canada Intega IT Full time

We are looking for a highly skilled Service Delivery Manager to join our team at Intega IT. In this critical role, you will be responsible for overseeing the delivery of IT support services to our clients, leading a team of technicians, and driving continuous improvement in service delivery.

The ideal candidate will have a proven track record of success in an IT service delivery or management role, with strong leadership and team management skills, as well as in-depth technical knowledge of IT systems, support processes, and best practices. Excellent communication and interpersonal skills are essential for effective client relationship management.

Daily tasks involve leading by example in delivering excellent customer service at all levels, ensuring adherence to company standards and procedures, and tracking and managing the technical team's work. You will also mentor technicians, oversee the service request workflow, and prioritize urgent issues.

Key responsibilities include leading, mentoring, and developing a high-performing service delivery team, cultivating strong relationships with clients and stakeholders, and fostering a customer-centric culture by providing exceptional service and support.

You will also oversee the service request workflow, prioritize urgent issues, and review and manage service ticket queues for timely resolution. Additionally, you will coordinate onsite client visits, prepare for weekly team meetings, and ensure accurate and timely submission of timesheets for approval.