Service Delivery Manager
- Toronto, ON, Canada
$80,000 to $100,312 CAD / year · Full-time
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Job details
- Pay
- $80,000 to $100,312 CAD / year
- Job type
- Full-time
- Apply by
- Posting language
- English · French
- Posted
Original job description
English section of this bilingual listing.
Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We’re looking for a Service Delivery Manager to join our team.
The Service Delivery Manager will provide operational leadership, service governance, escalation management, service reporting, and continual service improvement activities. They will act as the liaison between Customer stakeholders and Compucom delivery teams to ensure Services are delivered in accordance with contractual obligations, Service Levels, operational procedures, and approved governance processes. The SDM will coordinate resources across Compucom service towers, third-party providers, and Customer stakeholders as necessary to support service delivery objectives.
Responsibilities
- Serve as the primary operational point of contact for all service delivery matters.
- Facilitate operational governance between Customer and Compucom stakeholders.
- Coordinate service reviews, operational meetings, and governance forums.
- Maintain awareness of Customer business priorities and align service delivery activities accordingly.
- Ensure adherence to approved processes, service procedures, and contractual commitments.
- Monitor and manage service performance against agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational targets.
- Review service performance trends and identify opportunities for improvement.
- Coordinate corrective action plans for SLA risks or service deficiencies.
- Track and communicate service performance metrics through regular reporting.
Skills & Qualifications
- Bachelor's Degree or 5-7 years of experience in a related field.
- Extensive experience of Customer and supplier relationships, confidence, and presence to deal with customers and suppliers both internal and customer facing.
- Detailed working knowledge of a very broad range of IT systems.
- Strong strategic and tactical account support management & services skills.
- Problem solving capabilities, which includes using several methods to help diagnose the opportunity with general focus on operational efficiency.
On-Camera Video Interview Notice
Candidates selected to interview must participate in live, on-camera video interviews for identity verification and assessment purposes. Interviews will be recorded where permitted by law. Participation and consent to applicable recording requirements are required to continue in the hiring process. Failure to participate in required on-camera interviews may result in removal from further consideration for employment.
Read the full bilingual original
The Service Delivery Manager will provide operational leadership, service governance, escalation management, service reporting, and continual service improvement activities. They will act as the liaison between Customer stakeholders and Compucom delivery teams to ensure Services are delivered in accordance with contractual obligations, Service Levels, operational procedures, and approved governance processes. The SDM will coordinate resources across Compucom service towers, third-party providers, and Customer stakeholders as necessary to support service delivery objectives.
Responsibilities
- Serve as the primary operational point of contact for all service delivery matters.
- Facilitate operational governance between Customer and Compucom stakeholders.
- Coordinate service reviews, operational meetings, and governance forums.
- Maintain awareness of Customer business priorities and align service delivery activities accordingly.
- Ensure adherence to approved processes, service procedures, and contractual commitments.
- Monitor and manage service performance against agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational targets.
- Review service performance trends and identify opportunities for improvement.
- Coordinate corrective action plans for SLA risks or service deficiencies.
- Track and communicate service performance metrics through regular reporting.
- Bachelor's Degree or 5-7 years of experience in a related field.
- Extensive experience of Customer and supplier relationships, confidence, and presence to deal with customers and suppliers both internal and customer facing.
- Detailed working knowledge of a very broad range of IT systems.
- Excellent account & delivery skills, sales support with relevant IT/Product categories.
- Strong strategic and tactical account support management & services skills.
- Problem solving capabilities, which includes using several methods to help diagnose the opportunity with general focus on operational efficiency.
Nous sommes à la recherche d’un Gestionnaire de la prestation des services (Service Delivery Manager) pour se joindre à notre équipe.
Le gestionnaire de la prestation des services assurera le leadership opérationnel, la gouvernance des services, la gestion des escalades, la production de rapports sur les services et les initiatives d’amélioration continue. Il agira comme principal point de liaison entre les parties prenantes du client et les équipes de prestation de Compucom afin de garantir que les services sont fournis conformément aux obligations contractuelles, aux niveaux de service convenus, aux procédures opérationnelles et aux processus de gouvernance approuvés.
Cette personne coordonnera également les ressources des différentes équipes de services de Compucom, des fournisseurs tiers et des intervenants du client afin d’atteindre les objectifs de prestation des services.
Responsabilités
- Agir à titre de principal point de contact opérationnel pour toutes les questions liées à la prestation des services.
- Faciliter la gouvernance opérationnelle entre les parties prenantes du client et de Compucom.
- Coordonner les revues de services, les réunions opérationnelles et les comités de gouvernance.
- Maintenir une compréhension des priorités d’affaires du client et aligner les activités de prestation des services en conséquence.
- Veiller au respect des processus approuvés, des procédures de service et des engagements contractuels.
- Surveiller et gérer la performance des services en fonction des ententes sur les niveaux de service (SLA), des indicateurs clés de performance (KPI) et des objectifs opérationnels établis.
- Analyser les tendances de performance des services et identifier des possibilités d’amélioration.
- Coordonner les plans d’action correctifs pour atténuer les risques liés aux SLA ou corriger les lacunes de service.
- Suivre, analyser et communiquer les indicateurs de performance des services au moyen de rapports réguliers.
- Baccalauréat dans un domaine pertinent ou 5 à 7 ans d’expérience pertinente.
- Expérience approfondie de la gestion des relations avec les clients et les fournisseurs, avec la capacité d’interagir efficacement auprès d’intervenants internes et externes.
- Excellente connaissance pratique d’un vaste éventail de systèmes et technologies de l’information.
- Solides compétences en gestion de comptes, en prestation de services et en soutien aux ventes dans des catégories pertinentes de produits et services TI.
- Excellentes aptitudes en soutien stratégique et tactique à la gestion des comptes et des services.
- Forte capacité d’analyse et de résolution de problèmes, incluant l’utilisation de différentes méthodes de diagnostic afin d’identifier des opportunités d’amélioration et d’optimisation de l’efficacité opérationnelle.
Candidates selected to interview must participate in live, on-camera video interviews for identity verification and assessment purposes. Interviews will be recorded where permitted by law. Participation and consent to applicable recording requirements are required to continue in the hiring process. Failure to participate in required on-camera interviews may result in removal from further consideration for employment.
More about this job
Responsibilities
Lead operational service delivery and governance, serving as the primary contact between customer stakeholders, Compucom teams, and third-party providers. Monitor service performance against contractual commitments, SLAs, KPIs, and operational targets; report results and coordinate corrective actions and continual improvements.
Requirements
Requires a bachelor's degree or 5–7 years of related experience, along with extensive experience managing customer and supplier relationships. Candidates should have broad IT systems knowledge, strong account and service delivery skills, and the ability to diagnose problems and improve operational efficiency.
Skills
- Service Delivery Management
- Operational Leadership
- Service Governance
- Escalation Management
- Service Reporting
- Continual Service Improvement
- IT Systems Knowledge
- Account Management
- Key Performance Indicator Monitoring
- Performance Trend Analysis
- Corrective Action Planning
- Problem Solving
- Operational Efficiency
Visa sponsorship
Not detected in the job text
Categories
- Management & Leadership
- Technology
- Customer Service & Support
- Consulting
Keywords
- IT Managed Services
- Digital Workplace
- Service Delivery
- Operational Leadership
- Service Governance
- Escalation Management
- Service Reporting
- Continual Service Improvement
- Customer Stakeholders
- Third-Party Providers
- Contractual Obligations
- Service Levels
- Operational Procedures
- Governance Processes
- Service Level Agreements
- Key Performance Indicators
- Operational Targets
- Service Performance Metrics
- Corrective Action Plans
- IT Systems
- Account Management
- Sales Support
- Operational Efficiency