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Client Delivery Executive

Burnaby, BC
Full Time
5 days ago

About Us

At Microserve, we're an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 250 staff, and are one of the largest technology solutions providers, recognized for our ability to deliver and innovate to meet the changing needs of our clients.

To find out more about Microserve, click here.

Position Overview and Summary:  

Microserve is looking for an experienced Client Delivery Executive (CDE) to oversee service delivery to one of our enterprise clients in support of their end user computing requirements. This position requires a seasoned IT services leader who can support the needs of a large, complex organization. The CDE will have overall responsibility for delivery of in scope IT services, related projects, and P&L management for the assigned contract. The successful candidate, will be a hands-on, operational leader with the ability to both see the big picture and dive deep into the details of day-to-day service delivery.  

Key Responsibilities:

  • Responsible for overseeing and coordinating all aspects of service delivery for assigned client(s) 

  • Overall contract management to ensure that we consistently deliver against our commitments 

  • Coordinate and facilitate client meetings and reporting as required 

  • Act as a primary escalation point to address and resolve any service delivery issues 

  • Provide leadership and support to Microserve teams delivering services to our client 

  • Ensure effective and timely communication to all stakeholders  

  • Generate and analyze monthly, quarterly, and occasional ad hoc reports as needed to continuously assess service and financial performance 

  • Collaborate with technical resources and business subject matter experts to make sure the service provided meets business requirements 

  • Regularly monitor and inspect service performance in relation to client KPIs and SLAs  

  • Work with client to define and plan for project requirements 

  • Provide oversight to overall project portfolio and governance, including closely monitoring scope and project success measures 

  • Manage the day-to-day operations of project teams  

  • End to end management of assigned teams including hiring, coaching, training, performance management, needs definition and compensation strategy 

  • Comprehensive financial and contract management for the relationship 

  • Maintaining end-to-end accountability for client satisfaction and overall delivery excellence 

  • Establish standards, policies and procedures with relation to service delivery 

  • Identify appropriate product/service offerings to meet the client’s needs 

  • Work cooperatively and collaboratively with other Microserve teams as appropriate and requested on an ongoing basis to the benefit of the overall company 

Qualification and Requirements: 

  • 10+ years experience in IT service management relating to end user computing in a complex, multi-stakeholder, enterprise environment 

  • ITIL certification strongly preferred 

  • Project management experience and certification considered an asset 

  • Experience working for an IT service provider in a client-management role strongly preferred 

  • Demonstrated financial acumen and P&L management experience 

  • Experience in an industry with stringent privacy and security requirements 

  • Proven communication and presentation skills 

  • Strong Microsoft Office skills, including Excel, Visio and Project  

  • Experience with data analysis and reporting tools, such as a Excel, Power BI and/or Tableau, as well as IT Service Management systems, an asset

Information Technology