Service Delivery Manager, Production Support

**Service Delivery Manager, Production Support**

Equisoft, a leading global provider of digital business solutions for the insurance and wealth industries, is actively seeking new talent

The Service Delivery Manager, under the supervision of the Senior Director, Production Support, oversees several key functions within the Production Support and Operation teams that enable the delivery of a high-quality service to customers. They are responsible for ensuring that Service Support and Service Delivery processes are in place to meet our contractual obligations with our customers.

This position is a client facing role and requires that you establish and manage expectations with the customers and drive the Production Support and Operation teams to achieve those expectations to a high standard. They will provide incident support, escalation and drive problem resolution, support root cause analysis and provide tactical and strategic solutions. They are a customer centric support professional and enjoy working with customers and their team to ensure they are getting the best results.

If you enjoy working with a team of great people, new technologies and a good challenge, and who is looking to grow within a dynamic international context, please send us your resume

**OUR TECHNOLOGIES**
- JIRA
- Confluence
- PagerDuty
- Zendesk
- Slack

**A DAY IN YOUR LIFE**
- Maintain high performing service support functions on our Cloud based offerings
- Own the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
- Take ownership of major incidents and ensure coordination of resolving parties, effective communication to stakeholders and post incident review
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
- Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
- Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
- Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
- Work with customer requests and tickets, multi-task and escalate tickets to the appropriate staff member and serve as a primary liaison between the support team and the customer in daily operations
- Diffuse client problems through effective listening skills, positive action, information gathering and/or ticket escalation
- Coordinate release management activities.
- Maintain consistent communication with business stakeholders through the incident and problem resolution processes.
- Understand Key Performance Indicators, Service Level Agreement Metrics and report outcomes to management.
- Follow procedures, and continually improve internal processes for maintenance of solutions that are in production

**MUST-HAVES**
- Degree in Computer Science, Information Systems or equivalent
- 7-10 years of experience in IT and 5 years of experience in a similar role
- Strong analytical, multi-tasking and problem-solving skills
- A client-focused, service-minded approach and a strong sense of urgency
- Strong sense of organization and prioritizing
- Excellent knowledge of English and Spanish (spoken and written)
- Able to provide 24x7 (on call) support on a rotational basis
- Knowledge of ITIL, Safe, PMP principles an asset
- Knowledge of the insurance industry is a strong asset
- Degree in Computer Science, Information Systems or equivalent is an asset
- Knowledge of French is an asset

**YOUR BENEFITS**
- Competitive compensation
- Comprehensive benefits packages
- Flexible work schedules & collaborative work spaces
- Career development
- International assignments
- Various social and team activities