928 EN - EDC - IT Infrastructure Service Delivery Manager

Export Development Canada | Exportation et développement Canada • Ottawa, ON

4d • CA$96,557 - CA$128,743 • Hybrid

About The Position

As a Service Delivery Manager in our Infrastructure IT group, you will act as the representative for the teams that deliver infrastructure services, including servers, networks, and data centres. You will be the primary point of contact for internal customers, addressing concerns and handling escalations. Building and maintaining strong relationships with customers, understanding their requirements, and ensuring their satisfaction with our services will be key aspects of your role. You will focus on delivering exceptional customer experience by proactively identifying and addressing customer needs, ensuring timely and effective communication, and continuously seeking ways to improve the customer journey.

Requirements

• University degree in a relevant field such as computer science, information technology, or a related discipline.
• Minimum 7 years’ experience in Service Delivery Management for an IT team organization, particularly in Infrastructure Management.
• Strong understanding of infrastructure components such as servers, networks, and data centers.
• Strong understanding of IT portfolio, products and services alignment and management.
• Excellent problem-solving and analytical skills.
• Excellent oral and written communication skills.
• Exceptional customer service skills, with a proven track record of building and maintaining strong customer relationships.
• Demonstrated ability to enhance customer experience and satisfaction.
• Ability to manage multiple tasks and priorities in a fast-paced environment.

Nice To Haves

• ITIL, PMP, Agile, Lean certifications.
• Experience using ServiceNow related modules (i.e., SN Portfolio Management).
• Bilingual in both official languages (French and English)

Responsibilities

• Build and maintain strong relationships with customers, understanding their requirements and ensuring their satisfaction with our services. Communicate customer feedback to the team and drive improvements based on their input.
• Identify opportunities for improving infrastructure service delivery processes and implement changes to enhance efficiency and effectiveness.
• Assist and advise infrastructure product owners to improve their service delivery, providing insights and recommendations based on performance data and customer feedback.
• Act as the escalation point for incidents and problems that require additional attention, ensuring issues are addressed promptly and effectively. Monitor the resolution process to minimize disruption to business operations and escalate issues as necessary.
• Track and analyze the performance of infrastructure components to ensure they meet service levels and quality standards. Ensure performance metrics align with customer expectations and proactively address any issues that may affect customer satisfaction.
• Produce standard reports on infrastructure service performance, ensuring they are clear, relevant, and tailored to customer needs. Maintain documentation for service delivery processes and procedures, making it accessible and understandable for customers.
• Develop and refine Service Definitions with Product Owners, ensuring clear, measurable, and achievable Service Levels. Collaborate on delivery frameworks and operational models.
• Record any areas where Business Continuity Management (BCM) requirements do not match IT capabilities. Identify gaps in resilience and recovery capabilities, document these discrepancies, and work with relevant teams to address them.
• Help build and improve the service delivery management practice for the infrastructure team using industry standard methods.
• Use IT Service Management (ITSM) tools such as ServiceNow to manage and measure infrastructure portfolios, services, and products.

Benefits

• Competitive compensation & benefits package
• Work-life balance
• Hybrid work options
• 3 to 4 weeks paid vacation
• Corporate closure period
• Summer early Friday’s
• No meeting Fridays
• Continuous learning opportunities, including training programs, workshops and language training.
• Wellness initiatives, mental health support, and fitness programs
• Participate in volunteer opportunities and give back to the community through our various social responsibility programs.
• Relocation assistance is available for candidates who meet the eligibility criteria.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level