Service Delivery Manager - Jobs in Mirabel, QC

Job Description

Permanent position | Full-Time | Mirabel (QC)Are you a Service Delivery Manager or would you like to become oneIf your answer is yes, it’s your lucky day as we are looking for a dynamic and talented person to join our team in Montréal!What will your role beIn this project, your main responsibilities will be:Manage the design and development of the Continual Service Improvement program and infrastructure.Communicate vision and goals of improvement services to staff and management.Staff and assign service improvement roles and responsibilities.In collaboration with business leaders, senior management, and stakeholders, plan and establish SLAs that support business goals for the entire IT services portfolio throughout the enterprise.Determine scope and objectives for all SLAs; deliver techniques, practices, and procedures for SLA formation and administration in a manner that best protects company interests.Assist business unit manager in developing and implementing policies and procedures where SLAs are concernedOperational Management:Coordinate improvement with service owners to identify improvement opportunities.Work with service owners to defines key performance indicators (KPIs).Coordinate with process managers to develop metrics for improvement.Oversee gathering of baseline data so it can be assessed against captured data for improvement.Ensure monitoring requirements are defined and carried out by process owners/managers.Make sure monitoring tools are in place to gather data.Liaise with various service managers in the organization to facilitate implementation of new or improved service processes.Create and document service level agreement drafts.Create and/or put in place metrics for reporting the management and effectiveness of SLAs compared to desired performance.Monitor SLA performance for compliance with organizational needs and requirements, including follow-up checks for corrective action.Benchmark all corporate SLAs for IT services with internal and external service providers.Provide recommendations based on analysis of trending information.Oversee continuous service level improvement initiatives associated with core processes and mission-critical systems.Meet regularly with IT and business unit managers to clarify new SLAs and to finalize new requirements of or additions to existing SLAs.Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent SLA activities and developments.Effectively communicate SLA strategies to team members and stakeholders in a timely and clear fashion.Monitor and analyze trends in contractual SLAs in order to make recommendations for the future, and to identify areas for possible savings.Assist in contract change management and contract closure.What qualifications are we looking forYou have:A diploma or university degree in the field of computer science.7 years equivalent work experience.Strong background in IT Services with an emphasis on service desk management.Familiarity with ITIL practices for IT service management.Experience in project management.Experience in onboarding of new suppliers.Strong familiarity and technical competence with SLA management software and/or applicable systems, such as ERP (SAP), HRIS (Workday), BI (SAP Hanna/Oracle).Solid working knowledge of current IT technologies, including cloud computing and datacenter across a wide variety of areas, including DevOPS, managed services.Good French Level.Why join usTo acquire experience in different critical industries and projects while working for the same company;To have a competitive salary and a great benefits package (dental, life and medical insurance, RRSP matching, sick days, vacation);To access trainings that focus on expanding your knowledge while staying up to date with cutting edge technologies and best practices;To have a clear career development plan that suits your goals;To have the possibility of working abroad through our mobility program thanks to our international presence;To join a dynamic, specialized and fast-growing group where communication is key and where every team member is valued;To be part of a team where having fun is essential (team building events, 5 à 7, Marathon and more!).Who are weAt Scalian, we are a leading multinational engineering consulting firm with 3500 specialists and over 30 years of experience.We are specialized in Digital Systems (IT & Software and Systems Engineering) and Industrial Performance (Quality Assurance, Supply Chain and Project Management).Our expertise serves various technological sectors as the aerospace, defense, rail and energy industries while providing distinctive support to their development and operations.Are you interested and would like to find out moreApply and let’s talk!