Service Delivery Manager

1 month ago


Ottawa, Ontario, Canada BFG Enterprise Services Full time

Job Summary

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  • We are seeking an experienced Service Delivery Manager to lead our field operations team in providing exceptional service delivery. The ideal candidate will have a strong background in IT field services, with expertise in workflow management, team supervision, and technical troubleshooting.

About the Role

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This is a leadership position that requires a strategic thinker who can analyze workflows, identify areas for improvement, and implement changes to enhance operational efficiency. The successful candidate will have excellent communication skills, be able to work effectively in a fast-paced environment, and possess a customer-centric approach.

Key Responsibilities

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  1. Lead the field operations team in delivering high-quality service to customers, ensuring timely completion of tasks, and meeting or exceeding service level agreements (SLAs).

  2. Develop and maintain shift schedules, assign work, and monitor daily call volumes to ensure efficient resource allocation and optimal performance.

  3. Collaborate with regional service managers to gather information, resolve operational issues, and implement new processes and procedures.

  4. Maintain accurate records, document actions, and communicate with team members to ensure continuity and effective knowledge transfer.

  5. Provide training and guidance to field service technicians (FSTs) to enhance their skills and contribute to the team's overall success.

Requirements

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  • CompTIA A+ certification and a degree in information technology or a related field.

  • A minimum of 5-7 years of experience in IT field services, with broad exposure to software and hardware technologies.

  • Experience working in a retail environment with POS systems and remote management software is required.

  • Familiarity with network equipment, such as routers, switches, desktops, printers, and servers.

  • A valid driver's license and clean abstract for use of a company vehicle.

  • Ability to operate hand and power tools, including drills.

  • Proficient computer skills and solid knowledge of computer networking.

  • Excellent prioritizing and communication skills.

  • Ability to travel to customers' sites on short notice over extended periods.

  • Availability to work revolving day/night shifts, rotational stand-by, and on-calls.

  • Ability to lift up to 75 lbs.

Salary Information

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The estimated salary for this role is $80,000 - $100,000 per annum, depending on location and experience.

BFG Enterprise Services

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We offer a dynamic work environment, opportunities for career growth, and a competitive compensation package. If you are a motivated and results-driven professional looking to take your career to the next level, please submit your application.


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