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#JOB - #ServiceDeliveryManager #StBruno #QC
Regional Service
Delivery Manager
St Bruno QC – Canada
Permanent/ FTE
Position
Main
Responsibilities:
·
Acts a single point of contact for
that regional governance. Owns and creates service delivery and service
management performance review presentations for the region (BU). Collects and
interprets service performance root cause analysis and corrective actions.
Delivers service status and presentations to the customers on a weekly or
monthly basis depending upon customer requirements, delivered via electronic
presentations or in person meetings.
·
Management of the regional service
support, which may include, mentoring in technology and best practices and
assist with career development
·
Hands on role where expected to
provide end to end IT support services to the business community ensuring that
all requirements are met within agreed service targets (SLA & KPI)
·
To ensure delivery of best
practice as defined by IT service delivery and in-line with Central ICS and
SIAM models
·
Providing on-site cover as a key
link between the off shore and on site teams.
·
Being prepared to work out of
hours when required and to provide out of hours escalation support cover as
required
·
Take steps to make sure attrition
is under control
·
Identification and provision of
improvement programmes and cost saving initiatives
·
Act as escalation point if agreed
service levels are not met
·
Provision of technical expertise
and support to manage the services
·
Ensuring
processes executed follow industry best practice (ITIL)
Business Skills
·
Strong interpersonal skills and
ability to translate IT technical language
into everyday terms which users can understand, specifically
non-technical senior management
·
Ability to interact with customers
so as to ensure that the service is flexible, efficient and responsive
·
Team worker, able to liaise with
both internal and external service functions
·
A self starter with ability to
work on their own initiative
·
To work through issues
analytically to a successful conclusion
·
Demonstrable results in a business
customer facing role, with a track record of delivering services to defined
service levels.
·
Experience in the management of
multi-discipline teams in distributed locations.
·
Experience of working in an
Operational environment alongside other technical and operational teams,
ensuring that all parties collaborate effectively to deliver services.
·
Use of ITIL service management
framework to deliver best practice capabilities for TNT.
·
Proven ability to deliver
improvements that deliver greater value to the customer and business through
more efficient delivery and/or lower costs.
Technical Skills
·
Service
Delivery Management experience within an ITIL environment
·
Leadership experience of onshore and remote teams
·
Vendor management skills with
particular focus on tier 1 vendors
·
Technical knowledge of MS Office suite and MS Cloud products
People
Management Responsibility
·
Direct responsibility for
employees, as well as building and maintaining relationships with a wide range
of internal and external stakeholders and partners.
·
Responsible for appropriate people
management activities – e.g. performance management of direct reports.
Financial Management Responsibility
·
Managing operational cost/budgets
and pursuing cost savings
·
Direct responsibility for
operational budgets.
·
Required to manage resources
(staff, suppliers, and hardware & software) in a cost effective manner,
identifying opportunities for cost reduction and having identified follow them
through.
#ServiceDelivery #DeliveryManager #ProjectManager #ITIL #ITSM #Cloud #StBruno #Montreal #Quebec #Canada #Job #Jobs
Abraham | 678-720-3170 | abraham@vdartinc.com | Tweet Me
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