Service Delivery Manager

To apply for this position, click here

Who are you, Fully Managed?

We’re a fast-paced IT solutions and services company that has a “Get ’er done” attitude which links our passion for achieving our core purpose of #CreatingPeaceOfMind for everyone. We eat, sleep, and breathe our core five values of:

  • Fanatical Service
  • Absolute Accountability
  • Inspiring our People
  • Passion for Innovation
  • Monomaniacal about Process
We are a team, a family, and a group of world class collaborators that have each other’s backs. We also have A LOT of fun together.  

Tell me more about this opportunity!

You're a rising superstar. You want to learn as much as you can. You ask thoughtful questions every chance you get. You want guidance to grow professionally. You want to PROVE yourself. Were you nodding vigorously to those statements? If yes, keep reading!

This opportunity, NOT job (here at Fully Managed we believe in careers and growth and not just ordinary, mundane employment), will feed the hunger that you have bubbling inside of you. We'll give you the freedom to tackle the IT things you do know and help you build your knowledge for the IT things that you don't know. As we ALWAYS say, we can teach technology, but you need to meet us with your determination.

Outside of this opportunity, we'll even assist you with your daily life through comprehensive benefits and generous subsidies because we know that in life, everyone needs some support.

Key Areas of Responsibility

Reporting to the Director, Service Delivery, the Service Desk Manager is responsible for managing the day to day activities and responsibilities of the Service Desk team consisting of Tier 1, Tier 2, and Field Technicians in Alberta and British Columbia.  Using the team’s resources, the Service Delivery Manager will resolve client service requests within the service level agreement while meeting and/or exceeding the clients customer service expectations.

 

Key areas of responsibility are (but not limited to):

  • Daily management, training and coaching of the Service Delivery team in Vancouver and Edmonton
  • Ensure requests for support are handled within the established SLA for our clients.  As needed, coordinate resources to ensure we handle service requests within the SLA
  • Facilitate regular service desk team meetings and participate in client facing service reviews as required.
  • Conduct staff performance evaluations and provide mentoring/coaching of team members as needed
  • Understand the overall service desk objectives and to work the Fully Managed team to achieve them.
  • Function as the client’s single point-of-contact for issues that have been escalated by the team
  • Communicate concerning escalated issues to client: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
  • Perform client follow-up to verify final resolution and determine satisfaction level
  • Continually seek opportunities to increase client satisfaction and deepen relationships with our clients
  • Provide over-site for the incident management process and drive root cause investigations as required
  • Remain up to date with current and future technologies emerging in the industry
  • Ensure we deliver a consistent support experience through creating, maintaining, and enforcing standards/procedures for implementing technical solutions
  • Travel may be required

SKILLS & KNOWLEDGE REQUIREMENTS

We're flexible but these are a must:

  • Must have an excellent understanding of the Managed Services Industry.
  • Minimum 3-5 years experience in an IT Management role
  • Detailed working knowledge of a broad range of IT services – Service Desk, Desktop Support, and Technical Field Services and Systems Engineering
  • Ability to manage a team and operations autonomously with limited day to day oversight
  • Analytical and Problem-Solving skills
  • Excellent Leadership and People Management skills
  • Excellent client facing/customer service skills
  • Self-motivated, well organized and able to take ownership
  • Strong interpersonal, communication and presentation skills
  • BS in Computer Science, Information Technology, or related field or equivalent experience preferred

Assets

  • ITIL v3. Certification is a big asset
  • Strong IT knowledge, including product, professional services, managed services and cloud computing
  • Availability for escalation outside of normal business hours
If this sounds like you, click here to apply.

Interested?
We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role and priority will be given to local applicants. We thank everyone for their interest, however only successful applicants will be contacted.

No recruiters and no phone calls please!