IT Service Delivery Manager - Jobs in British Columbia

Job Description

Our company provides public sector software solutions in the Pacific Northwest including a full spectrum MSP offering. The IT Service Delivery Manager leads this business unit and the team to provide an exceptional client experience. This requires building, leadingamp; growing the team that includes Junioramp; Senior Helpdesk / Networkamp; System Engineers, Project Engineers, Support Staff along with Contractors and Vendors. The Manager plays a pivotal role in leading the service delivery and support efforts with profit and loss responsibilities supported by the senior executives. Our aggressive M amp;A efforts is rapidly expand the business into new regions creating a dynamic and growing opportunity.Responsibilitiesamp; TasksCustomer Management

• Provide a point of contact for non-technical issuesamp; escalations for our clients

• Liaise with Clients to make sure that they are meeting their expectation and our team and solutions are running smoothly and suitable for their currentamp; future needs

• Communicate any information that the customer needs to be aware of (i.e. COVID handling, Holiday Schedules, etc.)

Development/use of our PSA

• Use our PSA to manage and monitor all Client-facing activity

• Develop and use the platform to introduce new processes when required

• Introduce/Expand automation of business processes where possible

• Reporting of KPIs and other relevant data

Development/use of our RMM

• Review RMM policies to ensure adequate patchingamp; monitoring are implemented

• Schedule and oversee updates and upgrades to RMM

Introduce New Products and Services

• Evaluate and test new services as they become available in conjunction with the technical team before launching to clients

• Manage and oversee rollout of new technologies/services across the customer base

• Evaluate and manage needs on a per customer basis

• Manage retirement of obsolete technologies/services when required

• Analyse business impact when adding or removing technologies

• Advising clients in using technology, especially cloud to meet their business needs

Communication, Reportingamp; Risk

• Identify, Communicate and Mitigate potential risks to the Company and Clients

• Create and be accountable to regular reporting to the Leadership Team

• Ensure root cause analysisamp; remediation is continually happening for both technical and business incidents to avoid them happening in the future

• Manage client expectations to ensure that the Team can deliver on what is promised

Teamwork

• Lead, Manageamp; Mentor the Service Delivery Team. This includes hiring, managing and (hopefully never) terminating team members

• Manage the well-being of the team by providing regular 1:1 reviews and roadmaps for all individual members of the team

• Identify each team members strengths and weaknesses and make sure that they are in a position that will make both themselves and the Team thrive

• Creating, managingamp; improving training plans for all team members

• Coordinate, schedule and staff the service team to high utilization

• Support the team and clients with any unusual/high-level issues that arise

• Review and approve timesheetsamp; expense reports

• Ensure standard operating procedures (SOPs) are continually being followed, createdamp; improved to continually deliver better levels of experience to our clients

Numbers And Metrics

• Creating, managingamp; improving both Individualamp; team KPIs and performance metrics

• Identifyamp; lead initiatives to Improve on all KPIsamp; performance metrics

• Accountable to KPIsamp; metrics that will include NPS, team efficiency, agreement gross marginsamp; team engagement as well as intangible metrics that align with things such as our company core values

Skills And AttributesDesired

• Great communications skills, founded in being a good listener

• IT literate Advanced user level, understanding desktops, mobile, virtualization, networking and cloud technologies.

• Managementamp; leadership experience of an IT service team

• A deep desire to deliver an amazing client experience

• The ability to speak both geek and human

• The ability to keep up withamp; adapt to the fast-paced IT world

Nice To Have

• Experience using a ticketing system / RMM tool and PSA software

• Skills in strategicamp; resource planning with an ability to think and plan ahead

• Experience handling technical service tickets

• Experience and knowledge of working with the Microsoft SQL Server, Windows, Microsoft 365, Azure Platforms

• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.

• Client experience certifications such as Helpdesk Habits etc.

• Experience working for a Managed Service Provider (MSP) or IT Support Business.

Career GrowthThrough our parent company M amp;A activities our IT services MSP/ MSSP business is growing opening new markets throughout the country. This position will rapidly evolve into a senior leadership position managing regional teams and growing with us.