Service Delivery / Project Manager
Location: Remote - Canada Wide
Opportunity at Microserve

Position Overview  

The Project Manager is responsible for coordinating the delivery of Audio-Visual installation services into key enterprise customer’s environments.  You can manage projects (end to end) by acting as the bridge between the client and our operational delivery teams. You are focused on ensuring the balance between customer satisfaction and project profitability is protected. You have excellent communication skills and understand the importance of regular and timely updates to each customer within your portfolio. 

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 building and maintaining 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

• 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 project delivery

• 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

• Collaborate with the service coordination team to manage engagement schedules and commitments 

• 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

• Motivating the team to achieve organizational goals 

Project Management:

• Work with the design team to produce project plans and schedules required for the successful delivery of project 

• 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 ensure the technical performance meets with expectations

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

• Manage the profitability of projects

Client Relationship Management:

• Keep the AV 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 AV operations and 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 AV 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 AV or IT industry, including experience successfully managing the delivery of AV and/or IT services and projects 

• 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 modern video conferencing and collaboration 

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

• 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 

Compensation
In accordance with the BC Pay Transparency Act, the pay range for this role for BC residents is $65,000 - $85,000 per year. Please note, while the pay range of the role is listed here, this position’s salary is non-negotiable based on geographical market. Your exact salary is determined based on a combination of your relevant experience, skill, competencies, and internal pay equity. If you feel like this role is your dream job and have questions about compensation and benefits, please get in touch with us as we are always happy to discuss further. At Microserve we believe that compensation conversations should always be ongoing. 

Corporate Responsibility 

Employees will embrace and embody our core values in their daily work: We Sweep Floors, Openness, Flexibility, Not Stuffy, and Customer-Driven. 

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 450 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.