IT Service Delivery Manager

1 week ago

Montréal QC, Canada Dzaani Inc. Full time

**Job Title**: Service Delivery Manager (Managed Services)

**Key Responsibilities**:

- **Client Relationship Management**:

- Serve as the primary point of contact for clients, fostering strong and collaborative relationships.
- Schedule and lead weekly, monthly, and quarterly client review meetings.
- Address client concerns promptly and effectively, ensuring resolution of escalated issues.
- Provide regular updates on service performance, project status, and ongoing improvements.
- **Service Delivery Oversight**:

- Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Collaborate with the Service Desk and NOC teams to ensure efficient operations and high-quality service delivery.
- Drive continuous improvement in service delivery processes and client satisfaction.
- **Team Management**:

- Conduct regular performance reviews with Service Desk and NOC team members.
- Facilitate training and development opportunities to enhance team capabilities.
- Promote a culture of accountability, collaboration, and excellence within the teams.
- **Escalation Management**:

- Act as the escalation point for critical client issues, ensuring timely resolution.
- Collaborate with internal teams to address and resolve complex technical problems.
- **Business Development**:

- Identify opportunities for upselling and cross-selling managed services to existing clients.
- Work with sales and account management teams to present solutions and close new opportunities.

**Qualifications**:

- Bachelor’s degree in Business Administration, Information Technology, or a related field.
- Minimum of 5 years of experience in service delivery management or a similar role.
- Strong knowledge of Service Desk and NOC operations.
- Proven track record of managing client relationships and ensuring client satisfaction.
- Exceptional leadership and team management skills.
- Excellent communication, negotiation, and presentation abilities.
- Familiarity with ITIL practices and certification (preferred).
- Strong analytical and problem-solving skills.

**Preferred Skills**:

- Experience in upselling/cross-selling within managed services.
- Proficiency with service management tools (e.g., Jira, ServiceNow).
- Understanding of network infrastructure and monitoring tools.

**Why Join Us?**
- Be part of an innovative and growing Managed Services organization.
- Opportunity to make a significant impact on client success and team performance.
- Competitive salary and benefits package.
- Collaborative and dynamic work environment.

**About Us.**

Dalos is a leading Unified Asset Intelligence Platform, revolutionizing the way businesses manage their connected devices and assets. Our platform empowers organizations with real-time monitoring, support, and troubleshooting. With a 24/7 professional staff dedicated to ensuring operational excellence, we provide unparalleled visibility and management of your asset environment.

Pay: $25.00-$30.00 per hour

Expected hours: 40 per week

Additional pay:

- Commission pay
- Overtime pay

**Benefits**:

- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- Weekends as needed

Application question(s):

- How many years of experience in service delivery management do you have?

**Experience**:

- IT infrastructure: 3 years (preferred)

Licence/Certification:

- ITIL Certification (preferred)

**Location**:

- Montréal, QC (preferred)

Work Location: Remote

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