Service Delivery Manager

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Service Delivery Manager

Location: Ottawa
Job Code: MS-001
Published On: June 9, 2017
Number of Openings: 2

Position Description:

The Service Delivery Manager is the interface between the client and the Nova service teams.  It is a challenging role as you will be required to strike and maintain a balance between the expectations of the client and the actual services that the client has contracted Nova to delivery.  Your ability to accurately interpret service delivery contracts and service level agreements and to proactively mitigate delivery risks such as client perceptions, strict SLAs and service interruptions will be key to your success in establishing and maintaining excellent client relationships and high customer satisfaction.

Your knowledge of IT managed services and ability to communicate effectively will aid you in:

  • Acting as the central point of contact for all non-technical service delivery inquiries
  • Overseeing the successful and timely resolution of issues
  • Fostering a collaborative partnership with the client and Nova where problems, goals and proactive planning takes place
  • Generating scheduled and ad hoc reports that accurately describe the performance of the client’s IT environment and Nova’s performance in delivering against contracted SLAs.  Trending analysis to prevent issues is a desired skill.
  • Actively participate/chair in client meetings, and internal service delivery improvement

Candidate Requirements:

  • 2+ years experience in the Managed Services industry in a similar role
  • Solid understanding of IT infrastructure technologies such as network and server plus Service Desk for end users
  • Strong understanding of ITIL v3
  • Excellent customer relations, diplomacy and communication (verbal and written) skills
  • Ability to manage multiple tasks in an organized, detailed fashion
  • Ability to foster team work in difficult situations
  • University/College degree or technical diploma

Nice to Haves:

  • Demonstrated ability to work with enterprise-class clients
  • Bilingualism (French and English) would be an asset
  • Project management experience
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