Senior Service Delivery Manager

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Senior Service Delivery Manager

Location: Ottawa
Job Code: SDM-02
Number of Openings: 1

Position Description:

NOVA Networks is seeking a Senior Service Delivery Manager will ensure that all contracted services in a customer account (small multi-disciplinary or single medium size) are delivered profitably and meet customer expectations.

KEY ACCOUNTABILITIES

Customer Relationship. Acts as a single point of contact for the customer and builds a relationship with the customer’s operational IT contacts. Represents the customer’s interest and concerns internally to match customer expectations with delivered services;

Profitability. Is responsible for delivering against the agreed forecast of the engagement P&L and actively works with service owners to improve productivity and overall effectiveness to achieve ongoing performance improvements;

Seamless Service. Leads a cohesive virtual team of all Nova service delivery resources and external partners to deliver as ‘one service team’ to the customer;

SLA Compliance. Reviews performance of service delivery unit against operational level agreement or service level agreement and drives the service owners to deliver at the committed quality. Recognizes any divergence from acceptable plan and recommends actions. Owns improvement plans and ensures they are regularly reviewed and progressed;


Candidate Requirements:

  • University degree or College diploma or equivalent education and experience with a Field of study or experience in Service Management or IT Support
  • 5 + years of accumulated experience supporting IT organizations. Managed Service Provider experience (MSP), experience working with service delivery organizations (NOC, SOC, Service Desk, Desktop).
  • Previous P&L responsibility and commercial exposure desirable
  • Experience in working as part of virtual teams
  • Experience in building and sustaining customer relationships on an operational level
  • Broad understanding of the IT market

Nice to Haves:

  • Project Management Methodology
  • ITIL v3 Foundation Certificate or demonstrated knowledge of ITIL
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