Manager, Service Delivery
About The Position
The Service Delivery Manager will lead and be responsible for overseeing and improving the supply chain operations of ThinkOn IT equipment sourcing. The role will support the Engineer, Operations and Product team in all areas of procurement related to Infrastructure. This role will source, analyze, and report all supply chain data, track costs and logistics, and evaluate supplier performance. The role will be responsible for preparing industry forecasts, ThinkOn capacity forecasts and predicting changes to market trends that align with ThinkOn’s vision. The analyst must be capable of leading and coordinating a team of internal and external resources. The role must be able to evaluate and optimize ThinkOn’s current supplier performance, cost, and logistics, analyze cost structures and study competitor behaviour. The position will build and own the ThinkOn Vendor Management program. The role will ensure new Designs, updates, and changes made in the Architecture team are delivered to the right stakeholders with high-level service and details. ThinkOn is a remote-first organization. At this time, we are welcoming candidates from Canada or the US for this position. Please note that this listing is for a current vacancy at ThinkOn. We are looking for qualified candidates who are eager to contribute and grow with us. If you're interested in this opportunity, we encourage you to apply soon, as we are reviewing applications on a rolling basis.
Requirements
- Infrastructure knowledge – network, storage, and compute vendors and equipment
- Experience in dealing with third-party provided services
- Technical knowledge on Storage SANs (Hitachi, HPE, Dell, Pure, Lenovo)
- Software (VMware, Veeam, Commvault, Dell ECS, etc.)
- Experience in strategic sourcing analysis
- Advanced supply chain, procurement, logistics, and Datacenter management knowledge.
- Proficiency in mitigating risks by predicting future industry trends
- In-depth knowledge of market and consumer trends that might impact supply chains and associated costs.
- Exceptional negotiation skills
- Extensive knowledge of import, export, and shipping regulation. (Global Logistics)
- Ability to lead vendor related conversations
- Have a sound understanding of IT infrastructure, cloud, and cloud-based technologies and applications
- Ability to effectively prioritize work
- Excellent analytical and problem-solving skills
- Effectively communicate with all parties involved in the conversations and project handoff conversations
- Analyze and improve supply chain operations
- Ability to lead projects, and project teams, rectifying reliability issues and monitoring progress
- Mastery of ITIL (Information Technology Infrastructure Library) principles
Responsibilities
- Build relationships with vendor sales/technical teams
- Build out vendor relationships with key technical folks to ensure weekly/bi-weekly cadence reviews
- Identify opportunities to enhance productivity, effectiveness, and operational efficiency
- Resolve day-to-day supply chain issues and promote operational consistency.
- Evaluate procurement metrics by measuring supplier and vendor performance.
- Identify project scopes, schedules, and costs.
- Establish effective communication channels with internal team, customers, vendors, suppliers, and shipping companies.
- Establish risk management plans relating to procurement, logistics and staffing.
- Project industry trends to implement appropriate responses and contingency measures, aligning with ThinkOn visions.
- Conduct quarterly business reviews with suppliers and vendors
- Build and manage suppler price books and cost structures.
- Report on competitive intelligence, as well as market and consumer trends.
- Ensuring compliance on imports, export, and shipment across multiple Data centers and countries.
- Ensure and study sales records and inventory levels of current Infrastructure resources, as well as keep up to date with the changes that may affect the supply and demand for products and equipment.
- Identify internal ThinkOn Team issues and needs by maintaining an excellent relationship with end-users and stakeholders
- Maintain high-performance levels for service-related processes and implementing improvement activities wherever necessary
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- Analyzing third-party as well as internal processes and creating strategies for service delivery optimization
- Recommend methods of improvement and seeing that actions are implemented on time for service delivery upgrades
- Provide accurate and regular reports to the management on the performance of the service delivery
- Lead personnel management, including staff recruitment, performance assessment, training, and mentoring
- Build strong relationships with teams and stakeholders to enable effective dialogue exchange between department
Benefits
- A remote-first culture
- Competitive compensation package
- Flexible time-off for vacation, plus illness & personal days
- Comprehensive health and dental benefits, including GRSP & 401k Matching Program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
