Hiring! - Service Delivery Manager

Innovatia Technical Services Inc. (ITSI) is an affiliate of Innovatia Inc., an industry-leading knowledge management company with expertise in information technology, telecommunications, and energy. Innovatia provides our customers, including some of the world’s most successful Fortune 500 and Fortune 1000 companies, with end-to-end knowledge solutions including technical documentation, training, technical support, information auditing, and consultation.

The Service Delivery Manager (SDM) will join an existing team of highly skilled support professionals to provide excellent service delivery for customers of one of North America’s leading information technology companies (hereinafter referred to as Client). The SDM is a trusted advisor who works to ensure that every contact with the Client’s customer(s), no matter the solution, is an exceptional experience.

The SDM acts as a liaison between the Client and the Client’s customers to ensure customer satisfaction and to meet operational Service Level Agreements (SLAs) based on contractual obligations. The SDM is expected to develop and maintain customer relations by being the operational focal point for the scope of work being delivered to the Client’s customer. The successful candidate should have a focus on customer service, knowledge of ITIL core process, and the ability to leverage resources across different teams (e.g. technical, sales, finance, etc.) to expedite problem resolution. This position requires someone who can work independently to support customers with complex configurations.

In short, the SDM is the customer’s “virtual” employee within the Client’s organization.

Hours of Operation: This is a full-time position and the core hours of operation will comprise a typical Monday-Friday eight (8) hour workday (excluding all break time). Exact timing of shifts will be dependent on the customer(s) assigned and geographic requirements. In addition, an SDM is their assigned customer(s) single point of contact 7x24 for rapid response and resolution of critical service issues.

Required Qualifications: SDMs must meet the following qualification requirements to ensure customer support needs are met.

• Previous experience in technical role and customer facing role
• Ability to perform as the Client advocate while balancing expectations
• Account management experience
• Solid interpersonal skills with some experience in conflict resolution
• Problem solver and capable of presenting well thought out solutions
• Aptitude to work in a fast paced/demanding/every changing environment
• Capable of recognizing and understanding issues and sourcing specifics to provide explanation in easy-to-understand terms
• Excellent written and oral communication skills
• Knowledge/understanding of Incident Management, Problem Management, Change Management, Release Management processes
• Telecom Experience and/or IT experience
• Outstanding interpersonal, negotiation, and mediation skills
  • 3-6 years previous experience, working with a small to medium enterprise, some experience working with C-suite / ITIL trained / PM experience an asset.

Education and Experience:

• • Relevant post-secondary education, i.e. Bachelor’s degree or equivalent in relevant discipline.
  • Customer relationship management, organizational, analytical, articulation, communication and time management skills.
  • Strong ability to multi-task and manage multiple issues with multiple customers simultaneously.
  • Capable of working with other Client groups to develop/solve more complex customer issues.
  • Skilled at directing and/or influencing the work of others that may be outside the SDM’s span of control.
  • Ability to control tasks, orders and schedules to create moderate periods of concentrated focused thinking. Tasks require innovative solutions which rely on previous precedents or experience.
  • Capability to make decisions using technical expertise guided by known practices and established precedents.
  • Experience with a variety of commercial tools and the aptitude to learn tools proprietary to the SDM role. Examples of tools include Service Request Management, Remote Connectivity and Knowledge Management.
  • Experience working in ITIL roles related to Incident Management, Problem Management, Change Management, Release Management processes. The Client structure is based on an ITIL foundation and If not ITIL certified, the SDM must be willing to work towards being certified.
  • Must be proficient in MS Office applications (Excel, Word, PowerPoint)
  • Technical skills and knowledge in any of the following areas considered an asset: IP Networking, VoIP, TCP/IP, Linux Operating Systems, Windows 2003/2008 server, and telephony technologies.
  • Proficient in the English language, written and spoken.

Responsibilities:

• Act on the Client’s customer’s behalf to bring visibility of issues and concerns to the appropriate Client groups.
• Manage the customer’s service experience across all Client solutions and support the customer’s service model evolution. Note, while not mandatory, an understanding of the Client’s platforms and capabilities would be an asset.
• Facilitate support of critical service escalations by identifying the prioritization of actions to be taken, providing timely and consistent status to the personnel or groups involved, focusing on timely and reasonable resolutions, and mediating issues that may develop.
• Establish a relationship at all levels within assigned Client customer accounts.
• Administer customer satisfaction surveys and discuss improvement areas with the Client.
• Customer advocate/escalation point 24 x 7.
• Maintain awareness of all assigned customer(s) projects or changes and participate in Statement of Work (SOW) review when required.
• Lead critical customer escalations (Incident Management).
• Manage customer expectations/relationships.
• Conduct customer and internal management briefings concerning operational decisions, scheduling requirements, etc.
• Manage change management and ensure interlock with internal and external Change Management processes
• Inform appropriate parties (internal and external) of changes or maintenance that will affect service.
• Partner with various business teams, e.g. Finance, Contract, Sales and Marketing, etc. to address billing issues, contract requests, SOW issues, up-sell opportunity, entitlements, etc.
• Compliance assurance and reporting against SLAs - escalate as required within the Client technical teams to ensure assignment of resources to meet SLAs.
• Conduct operational reviews as defined in the Client’s customer contract.
• Develop presentation materials as required for customer needs and internal leadership discussions.
• Own Root Cause Analysis (RCA) document inclusive of facilitating technical input and tracking corrective actions (Problem Management).
• Track customer requests and incidents.
• Understand all aspects of the customer Contract and ability to articulate to teams as required.
• Drive Release Management discussion to provide compliance with contractual deliverable or up-sell opportunities.
• Work closely with Service Delivery and Business teams to ensure contractual obligations are met while maintaining margins.

Innovatia Cares: Innovatia encourages a healthy lifestyle and promotes mental and physical wellness and proudly offer our employees the following benefit package:

Health & Dental benefits

• 100% employer paid premiums
• Immediate eligibility for benefit coverage
• No annual deductible fee
• Employee Assistance Program (EAP) with 24/7 access
• Paid sick time

RRSP

• Company matches up to 4% of employee contribution

Innovatia is also pleased to offer a remote work from home option.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Innovatia Technical Services Inc. is an equal opportunity employer.