Senior Manager Customer Service Delivery

Posted 3 days ago

On behalf of our client in Toronto, a large information technology firm, Progression3 is in search of a Senior Manager Customer Service Delivery for a contract-to-permanent role.

Location: remote

General Summary

Own the delivery relationship for one or more customers. The CSD Sr Manager is directly accountable for all Delivery services (shared, remote and/or dedicated) and Delivery cost to the Customer Executive. This individual will also represent and be accountable for all Delivery services such as New Solutions, Account Expansion, Projects, Transitions/Transformations, implementation of new services and operations, as well as all associated account management services (e.g., SLAs, CSATs, Cost, Forecast, reporting, trends) to the assigned Customer Executives. The CSD Sr Manager serves as the single point of ownership for Delivery.

Key Responsibilities

  • Enhances the expectations of the internal/external customer experience by overseeing the Service Delivery performance of service to customers as per agreed contract and ensures service levels are achieved.
  • Provides strategic leadership and direction in the service management provision to support business running, growth and transformation activities.
  • Ensures the required level of service management is in place to support the required service delivery and support requirements.
  • Effectively monitors, controls, and analyzes reporting to ensure service delivery is achieved to agreed levels of customer satisfaction.
  • Looks to continually improve the service delivery to meet or exceed customer experience.
  • Supports the organization on delivering the Service Strategy and vision.
  • Ensures adherence to Service Management Processes by the Operations Team.
  • Understands and underpins the implementation of IT Service Strategies supporting Customer environments.
  • Ensures OLA’s and SLA’s and any third-party supplier agreements are in alignment with and capable of delivering services within contracted timeframes.
  • Underpins the Operational Level Agreements within the delivery units where specifically needed (i.e., where the customer requirements differ from the service level in standard service descriptions).
  • Responsible for overseeing the continued provision of delivery of services by the Operations team to agreed quality and cost.
  • Accurately forecasts the demand for services, and appropriate cost by account.
  • Works to mitigate the impact of service failures and improve quality.
  • Acts as the functional manager for all service management processes, being the escalation point for process owners and giving direction to continuous improvement of all service support and service delivery processes.
  • Supports the process owners and ensure process functionality and delivery.
  • Investigates and reports all breaches of OLA’s/SLA’s and Service Management Processes and manages the proposal and implementation of solutions to prevent future occurrences.
  • Ensures relevant reporting to support Service level monitoring is in place.
  • Forms strong relationships with the Account team building an understanding of Customer Requirements and business drivers.
  • Actively participates and manages the service delivery meetings with internal customers and with IT teams.
  • Prepares Status reports for Customers by working with differing internal and external teams.
  • Prepares monthly Availability Management Reports for Customers and Management, highlighting any service exceptions.
  • Identifies current status of Account team expectations and satisfaction levels.
  • Works closely with the Product Development teams, feedback for new requirements, needs and feedback into the roadmap and release plans for delivery capabilities.

Education, Experience & Certifications

Level of Formal Education: Bachelor of Science
Area of Study: Computer Science, Information Technology, or related field or equivalent experience preferred
Years of Experience: 8-10 years

Type of Experience:

  • Experience in a Service Delivery function, including solid experience of dealing with Customers, and internal teams.
  • Extensive experience of Customer and supplier relationships, confidence, and presence to deal with customers and suppliers both internal and customer facing
  • Strong Project/Program and Transition background experiences to ensure success

Special Certifications:

ITIL V3 Foundation Certified
Language Skills: English

Technical Competencies:

  • Detailed working knowledge of a very broad range of IT systems

Skills and Ability:

  • Analytical and Problem-Solving skills
  • Excellent account & delivery skills, sales support with relevant IT/Product categories
  • Strong strategic and tactical account support management & services skills
  • Strong Matrix Management and delivery skills
  • Attention to detail, with a focus on interpreting results from data available
  • Ability to work independently and multi-task in a team-oriented environment
  • Problem solving capabilities, which includes using several methods to help diagnose the opportunity with general focus on operational efficiency
  • Information Systems:

  • Centralized Ticketing systems (Service-now, Remedy, Clarify)
  • Financial Systems (Oracle, Microstrategy, BI)
    Personal Attributes:
  • Exhibits strong professionalism and diplomacy
  • Strong interpersonal, communication and presentation skills
  • Excellent communicator
  • Strong initiative, leadership skills and work ethic

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