Manager, Client Success

**Long View. A career that helps you get more out of life.**

***

A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 90% of Long View team members rated Long View as a good or great place to work

Are you passionate about growing teams, IT service delivery, and working for a company that values people?

We are looking for a dynamic and results-focused
**Manager, Client Success** for our Global Services branch located in
**Calgary** to oversee several key functions within your assigned clients and team In this stakeholder-facing role, you will enable the delivery of high-quality services to our clients while establishing and managing processes with a superior standard of excellence and driving your team to exceed expectations.

**A Day in the Life**:

- Daily operational management of the Delivery team(s) to ensure high quality, high value and efficient service delivery.
- Own the incident, request, change, and escalation processes, ensuring high levels of performance, accurate reporting and establishing service improvement activities when required.
- Take ownership of major incidents and escalations to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.
- Work with Resourcing specialist on resourcing decisions, recommending placement of resources on projects and operational opportunities.
- Main point of contact to resolve any resourcing and/or service area escalations.
- Adhere to and ensure your team members follow the Long View's governance framework that is designed to continually measure, evaluate, improve, and mature ITSM principles.
- Attending / hosting regular management and team meetings.
- Preparing and updating your weekly, monthly, and annual forecasts.
- Reviewing your financial statements, General Ledger (GL) and work with the finance team to address variations and forecast accuracy.
- Carry out governance performance of individual POD’s / service areas according to governance scorecards.
- Keep your team updated on exciting LVS news such as wins, growth, new branches, company direction and strategic sessions.
- Regularly deliver positive feedback, constructive criticism, and areas of improvement to each of your team members.
- Notify team members of career advancement opportunities.

**What you Bring**:

- 10+ years of professional IT experience in a consulting or managed services environment, with at least 5 of those years being in a relevant leadership and/or management role.
- 5+ years of experience working within ITIL Frameworks in a service management and availability organization.
- Proven ability to lead large teams.
- Previous experience managing financials, including planning and forecasting.
- Proven experience working with clients of different sizes and complexity.
- Experience operating complex client environments.
- Proven ability to lead large teams.
- Superior interpersonal, written, verbal and communication skills.
- Excellent customer facing, leadership and people management skills.
- Willingness to support and mentor junior staff.
- Exceptional organizational skills.
- Self-motivation and accountability.
- Flexibility to adapt your work schedule to meet client needs and deadlines.

**What Makes You Extra Awesome**:

- Bachelor’s degree in computer science, Information Technology Management

**Why Work at Long View?**:

- Comprehensive benefits package from day one
- Recognition programs
- Interesting work - Be part of exciting projects while accessing all the latest technologies
- Flexible environment - A workplace that values the importance of flexibility for personal/professional growth, happiness and wellness

**Want to learn more about our culture and life at Long View? Check us out on LinkedIn, Twitter and Instagram**

**Long View’s mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds.**

Long View is an equal opportunity employer. If you have any accommodation requests for your inter