Manager, Service Delivery

Manager, Service Delivery Career Opportunity

The Dufresne Group is currently seeking a Service Delivery Manager for our Information Technology Team within our Home Office located at 147 Commerce Drive in Winnipeg, MB.

As a Service Delivery Manager, you will be responsible for overseeing the planning, scheduling, coordinating, and managing of people, processes, and technology assets. In this role, you will provide mentorship and leadership, collaborate with cross-functional teams throughout business operations, and lead and manage critical incidents, major incidents, and reviews, ITIL processes, change, and risks while guiding our shared services team and organization.

The Dufresne Group is committed to investing in our team members; we offer:
Market competitive wages;
Comprehensive benefits plan and excellent employee discounts;
Employer Sponsored Retirement Savings Plan;
Career growth and continuous development;
Respectful and family-oriented working environment with strong company values.

**As the Manager, Service Delivery you will**:
Develop, coach, and mentor staff to equip the team with technical, operational, and customer service skills required to drive desired outcomes.

Ensure the delivery of guest-centric and effective support services to our organization that achieve service level agreements.

Provide mentorship and leadership support to the technical lead for the team during business hours and after hours for incidents to ensure the organization gets back up and running quickly while safeguarding organizational assets.

Execute team member performance reviews to understand how their performance impacts the team and organizational goals.

Demonstrates the company's values in all aspects of their work performance.

Design and develop processes and procedures for all ITIL areas, including incidents, change-management, problem, and day-to-day operations, focusing on security technologies based on the ITIL framework and best practices.

Create and implement innovative service delivery strategies which provide optimum value based on business requirements and industry frameworks.

Proactively ensure team staffing, processes, and technologies are aligned to deliver an optimal customer experience while adhering to compliance, technology, and risk controls.

Develop incident and problem-management processes and procedures to identify and mitigate gaps based on the company-provided tools and reports.

Coordinate the service delivery team to have coverage for critical services 24/7/365 days per year.

Identify gaps, suggest improvements, and promote automation opportunities.

Work closely with Technical Leads to design and develop defined procedures for suspicious events and incidents.

Audit and provide continuous improvement recommendations to technical leads for all ITIL processes.

Participate and provide input to business continuity and disaster recovery processes and procedures.

Create operational procurement controls, processes, and procedures with the accounting department to ensure operational best practices are followed.

Promote design and development of monitoring and alerting for all IOS tools, ensuring service delivery is leading incident management activities.

Lead, design, and develop monitoring and alerting for all security tools.

Collaborate with business and technology partners to inform of trends, remove roadblocks, and contribute to prioritizing, planning for, and implementing improvements that optimize our customer's experience.

Maintain currency of technologies licenses and contracts and drive decision-making by developing roadmaps and plans to optimize access, usage, and costs.

Participate in planning for business and technology projects, changes, and enhancements to ensure adequate support transition to the service delivery teams.

Drive continuous improvements on SLA and KPI metrics to measure and report service metrics understanding the performance goals to improve team performance continuously.

Provide transparency by consistently reporting key results, operating and initiative expenses, risks, and trends.

Ensure that operational and capex budgets are within the allocated levels and work to reduce/control costs at all times.

Lead fiscal planning for service delivery by providing necessary research, information, and recommendations.

Promote ITIL awareness and best practices within the organization.

Mentor team and advise VP, IOS on ITIL trends and best practices.

Proactively research ITIL and make recommendations to the VP, IOS.

Certifications in ITIL or other industry recognized an asset.

5-7 years of proven leadership with a continuous educational commitment to developing leadership practices.

8-10 years of knowledge and experience in service management.

7+ years of information technology experience with desktop and network technologies.

Degree in computer science and/or applied experience with certifications.

In-depth knowledge and understanding of the ITIL