Service Delivery Manager

POSTION: Service Delivery Manager - Vancouver

About DTM (a subsidiary of Quadbridge Inc.):
DTM Systems Corporation, a subsidiary of Quadbridge Inc. is British Columbia's leading independent technology systems integrator, providing advanced solutions to public and private sector companies, institutions, and organizations. Key to our success is our highly knowledgeable, dedicated and experienced team. At DTM, we're committed to providing an environment which promotes open communication and innovation.

About the position:
We are looking for a Service Delivery Manager for a permanent full-time position in our Operations department. The Service Delivery Manager will be responsible for Managed Services satisfaction levels with all internal and external customers, for managing service desk staff as well as acting as an SME/Champion for the Managed Services practice to enable the Account Managers and Sales Reps. This position reports to the Director of Client IT Operations.

**Responsibilities**:

- Oversee first line service delivery by managing resources that may come from both the service group as well as other internal departments and 3rd parties
- Find solutions to control and always improve the quality of services provided to internal and external customers
- Act as single point of contact between the DTM Systems delivery organizations, and the DTM Systems/Quadbridge sales organizations with respect to service delivery matters and/or sales opportunities
- Participate in a successful partnership with the Sales teams by understanding all DTM Systems Managed Services offerings and capabilities. The Service Delivery Manager will work with the sales teams to champion the department’s capabilities and help customers understand the value DTM/QB brings to their business
- Assist in reviewing new service offering requests from our ERP in order to facilitate our service pipeline and our Service Portfolio Management practice
- Work closely with DTM Systems Managed Services staff to ensure they are performing as required and make changes as requested by the Director of Client IT Operations
- Monitors metrics monthly to ensure Service-Level Agreements (SLAs) are met and assist in service level management activities
- Train, build and sustain effective communication with the sales teams toward the goal of enabling a high closing rate
- Collaborate with all appropriate DTM Systems stakeholders to maximize overall customer satisfaction

**Requirements**:

- 3 to 5 years of management experience
- ITIL Foundation Certification (v3 or ITIL4) minimum
- Good understanding of overall IT service delivery and a solid understanding of how to manage service desk staff
- Understanding of statistical, analytical, and financial principles and processes
- Ability to interact effectively with the internal and external business stakeholders
- Can effectively gain understanding of the Customer's business and how Managed Services co-creates value with DTM/QB and the customer using our or service. This is key is enabling the sales organization’s success
- Good people management and time management skills
- Will to participate in our Continual Service Improvement process
- Ability to interact successfully with all levels of the Customer and IT provider organization
- Overall understanding of Cloud, networking, end point, backup, security and on-premise infrastructures and have the technical skills to roll up your sleeves if needed and help the service organizations if called upon
- A desire to pursue your education and training through DTM/QB supported training opportunities

**Benefits**:

- Extended Health coverage after successful completion of probationary period (3 months), including dental, Life Insurance and LTD
- Employee and Family Assistance Program after successful completion of probationary period (3 months)
- We encourage collaboration, continuous learning and personal and professional development for each of our employees
- Friday Snack Days
- Bring your dog to work Day
- Corporate Sustainability Commitment

**Job Types**: Full-time, Permanent

**Salary**: $80,000.00-$100,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commute/relocate:

- Vancouver, BC: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Management: 3 years (required)

Licence/Certification:

- ITIL Foundation Certification (v3 or ITIL4) (required)