Bilingual Service Delivery Manager

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Bilingual Service Delivery Manager

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

Position Description:

The Bilingual 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.


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. Recognises any divergence from acceptable plan and recommends actions. Owns improvement plans and ensures they are regularly reviewed and progressed

Reporting (own and corporate tools). Collects relevant reports and escalates persistent non-conformance. Proactively investigates trends and frequent issues and assembles resources to identify and resolve root-causes across boundaries of organizations or departments

Process Control. Records and processes alerts and complaints to manage the delivery interfaces and escalates as appropriate. Monitors adherence to corporate process at all times, e.g.: efficient planning and material controlling

Risks Control & Escalations Management. Manages service risks, contractual exposure and critical escalations to prevent exposure of Nova to customer claims

Spotting Opportunities. Develops new business opportunities in conjunction with the customer and the account manager

Service Introduction. Ensures such services are correctly scoped, contracted and implemented

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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