Service Delivery Manager

About Us 

At Microserve, we are 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 550 team members 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.

Position Overview  

The Service Delivery Manager is responsible for co-coordinating the delivery of services into key enterprise customers by acting as the bridge between the client and our operational delivery teams. 

You will have a hands-on approach and will be committed to the expansion and success of the business by managing all aspects of the delivery of services between Microserve and our clients in order to ensure targets are achieved. You will also be responsible for leading various projects in relation to service delivery while working closely with technology and building client relationships. 

Responsibilities: 

• Responsible for overseeing and coordinating all aspects of service delivery for specific clients

• Coordinate schedules and resources, liaising between clients and Microserve Service Delivery teams 

• Perform ongoing service level management and reporting, monitoring all service activity, and keeping track of both continuous improvement opportunities and issues that are identified and brought forward

• Document policy and procedures to support on-going operations 

• Manage the Profit and Loss reporting for projects and services engagements related to specific clients 

• Work closely with Technical Services Team to make sure that time tracking and invoicing remains current and up to date 

• Manage and monitor all aspects of service delivery, including ongoing operational support as well as project-based services 

• Support sales team in the successful positioning, sale, and delivery of IT services and related solutions

• Identify and coordinate resource requirements for potential engagements to allow for the proactive planning and/or procurement of resources

• Monitor assigned services engagements, ensuring appropriate communication and reporting, and escalating any issues appropriately to management or client staff

• Manage engagement schedules and commitments; determine resource availability and coordinate manpower, materials, and equipment ensuring workflow and resources are well planned and coordinated

• Monitor field work activities, respond to and resolve issues or problems that arise in the field, ensure contract obligations are met, and ensure quality of work performed meets requirements 

• Expedite initial analysis for various customer requests, business requirements analysis, cost estimate 

• Preparation, solutions design and development, and quality assurance of the development process

• Managing the day-to-day activities of the team

• Motivating the team to achieve organizational goals 

• Responsible for performance management of the team

• Responsible for administering annual performance reviews during contribution management 

• Responsible for onboarding and training new team members 

• Responsible for daily coaching and mentoring 

• Act as a first point of escalation for team members

Project Management: 

• Produce project plans and schedules required for the successful delivery of projects

• Work with vendors and customers defining project requirements 

• Gather and analyze, and be familiar with all phases of the system development lifecycle 

• Manage the day to day operations of project team both virtually and via team meetings 

• Collaborate with technical resources, business subject matter experts to establish the technical performance needs 

• Guide the successful achievement of the objectives, in collaboration with the other members of the leadership team 

• Recommend information technology strategies, policies and procedures through identifying problems, evaluating trends, and anticipating requirements

• Manage the profitability of projects 

Client Relationship Management: 

• Keep the Senior Services Manager informed of all customer satisfaction issues and act expeditiously to mitigate each instance 

• Network to improve the presence and reputation of the branch and company and achieve client relationship targets and any associated KPI’s 

• Collaborate closely with the Senior Services Manager and cooperate with additional account representatives 

• Initiate and participate in Root Cause analysis and dispute resolution with key client contacts and/or with the Senior Services Manager and additional Microserve resources as required 

Qualification and Requirements:

• Post-secondary credentials related to information technology or an equivalent combination of experience and/or training in a similar organization working with large client(s) 

• 2+ years of experience working in the IT industry, including experience successfully managing the delivery of IT services and projects in an enterprise environment 

• ITIL foundations or other related certifications strongly preferred 

• PMP certification or working towards certification is considered an asset 

• Experience leading teams 

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

• Experience with or strong understanding of computer image deployment tools and processes 

• Strong understanding of the importance of technical change management protocols in a large client business environment 

• Strong understanding of IT security protocols and the importance of compliance in client environments 

• Acceptance of and willingness to comply with all health and safety requirements as identified by Microserve and/or by our clients   

• Exceptional organizational skills and attention to detail 

• Ability to multitask and handle many different concurrent tasks to ensure all projects and operational outputs are delivered on time

• Strong analytical and planning skills 

• Successful completion of a Criminal Background check 

• Driver’s license and availability for occasional travel 

Category