Service Delivery Manager (Athena)

F12.net•Edmonton, AB

13h•Onsite

About The Position

The primary purpose of the Service Delivery Manager is to ensure the delivery of high-quality services to clients through a dedicated integrated service unit (IST). We are seeking an experienced and results-driven Service Delivery Manager to join our dynamic team as a key player in our Managed Services Provider (MSP) division. It is one of the most important roles in F12. You are the person who connects our company with our clients, keeping our technicians on task, focused on the most important priorities, and constantly improving. Your role involves overseeing and managing an IST; to meet the needs and expectations of clients while maintaining efficient and effective service operation's. The successful candidate will be responsible for overseeing the end-to-end service delivery process, ensuring the highest level of customer satisfaction and operational efficiency. If you are a motivated and strategic leader with a passion for delivering exceptional services in a fast-paced environment, we invite you to apply for this exciting opportunity and contribute to the success of our MSP division.

Requirements

Bachelor’s degree in a relevant field
Proven experience (3+ years) in a service delivery management role within an MSP environment
Strong understanding of IT infrastructure, cloud services, and managed services
Excellent leadership, communication, and interpersonal skills
Demonstrated ability to manage multiple projects simultaneously and deliver results within established timelines
Familiarity with ITIL frameworks and best practices

Nice To Haves

Additional certifications in project management or ITIL are a plus

Responsibilities

Lead and inspire a team of service delivery professionals, fostering a culture of collaboration, accountability, and continuous improvement
Provide coaching, mentorship, and professional development opportunities to team members
Effectively allocate resources and personnel to ensure projects are completed on time and within budget while managing workload and resolving scheduling conflicts
Schedule Quarterly Reviews for each Technician in the second week of the quarter
Identify opportunities to motivate the technicians
Manage the complete service delivery lifecycle, from project initiation to ongoing support and maintenance, ensuring adherence to SLA’s (Service Level Agreements) and KPI’s (Key Performance Indicators)
Collaborate with cross-functional teams to ensure seamless integration of services and timely resolution of issues
With the assistance of the technical team leads prepare each Technician’s Quarterly Review including their new Quarterly Goals
Build and maintain strong relationships with clients, acting as the main point of contact for service-related inquiries, escalations, and strategic discussions
Conduct regular service reviews with clients to assess satisfaction, identify areas for improvement, and showcase the value of MSP services
Establish and enforce quality assurance measures to guarantee the delivery of high-quality services
Conduct regular audits and assessments to identify areas for improvement and ensure compliance with industry standards
Do sample call quality reviews, completing the relevant QA sheet
Review sample tickets, reviewing data integrity as well as QA on the technicians written communication
Develop and implement processes and procedures to optimize service delivery efficiency, identifying and addressing bottlenecks and areas for improvements
Monitor and report on service delivery metrics utilizing data-driven insights to enhance performance
Plan and, if possible, schedule any training for the technicians
Work closely with the Director of Managed Services to manage the IST’s budget effectively, ensuring that resources are allocated efficiently
Review expense and reimbursement claims
Proactively identify and mitigate potential risks to service delivery, collaborating with internal teams to develop contingency plans and preventative measures
Stay informed about industry trends, best practices, and emerging technologies to adapt service delivery strategies accordingly
Monitor and support the progress of technicians’ written quarterly goals