Service Delivery Manager

**Job Purpose***: - This position is responsible for coordinating the delivery of services into key accounts which will ensure long-term healthy service provider-customer relationships. The Service Delivery Manager will serve as the liaison between the client and our operational teams. The Service Delivery Manager must be highly motivated and proactive to drive the implementation of services as well as protect and grow revenue related to Company business products.- The Service Delivery Manager will coordinate customer implementations from contract signature through service delivery and billing for orders with complexity and extensive scope. The Service Delivery Manager will also monitor recently installed services for a period of time to ensure complete customer satisfaction.- The Service Delivery Manager will be accountable for directing resources necessary for customer satisfaction. Organizational agility and sound business judgment are essential. Utilization of project management tools including but not limited to project plans, maintaining customer and project team collaboration, managing customer expectations, and identifying project risks are essential elements as well.- The Service Delivery Manager is also available to attend pre-sales meetings to set appropriate customer expectations and to answer service delivery, billing, and support questions. The Service Delivery Manager is also expected to collaborate with the sales teams on client account growth opportunities.**Essential Functions***: - 40% - Coordinate and manage project activities internally and lead project teams - 40% - Coordinate with the customer to manage the implementation of projects that have complexity and extensive scope - 20% - Administrative duties related to projects and other duties as dictated by the business and management **Education**: Four years of College resulting in a Bachelor's Degree or equivalent **Relevant Work Experience**: - 6 to 7 years of experience - Experience managing technical projects - Experience working with customer technical, business, operational, and financial staff - Experience working with hardware, software, and communication vendors - Project Management experience - Experience in customer proposal generation **Special Knowledge, Skills and Abilities***: - Excellent Leadership, Communication, and Analytical Skills - Excellent Customer Service Skills - Exceptional Organizational and Problem-solving skills - Ability to identify areas of improvements and possible solutions - Exceptional Project Management skills including the ability to lead multiple diverse projects - Proven Experience in managing a diverse group of personnel and functions - Exceptional Interpersonal skills, professional conduct, and communication skills to effectively gather information and ask questions to clarify technical requirements, discuss technical solutions with the customer, and discuss problems with internal personnel, external vendors, and clients - Ability to establish customer-focused service delivery expectations - Knowledgeable of Company business products, processes, and tools that range from sales, service delivery, billing, and support **Supervisory Responsibility***: - This position does not have employee direct reports but does serve as a "lead" role for others doing similar work**About Us** - OnX Canada is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. From unified communications to cloud services and beyond, OnX combines deep technical expertise with a full suite of flexible technology solutions that drive business outcomes, improve operational efficiency, mitigate risk, and reduce costs for its clients. OnX simplifies IT and Communications strategies with local knowledge and support for Canadian organizations. We are focused on building and maintaining a diverse team of employees who are committed to delivering an outstanding customer experience. We call the communities we serve home and giving back to these communities is an important part of our culture. OnX offers an amazing Employee Volunteer Program, Employee Resource Groups, and organized corporate community service events that further strengthen our community relationships.We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law. **Location(s)** Smith Falls, ON