Service Delivery & Operations Manager
Our client is Managed IT Service Provider, founded in 2001. They currently support IT systems of various organizations in the GTA and across Canada.
They offer a dynamic and fast-paced environment, and encourages a fun and open atmosphere, suited for driven and self-motivated individuals.
They are currently in need of a Service Delivery & Operations Manager who will come on board to manage the service desk, but also take on a leadership role with operations, transformation and strategy.
This is a hybrid role where you will work from home, but also visit client's sites and meet in person with the leadership team.
Service Delivery (70%) :
- Oversee the HelpDesk, including ticket assignment, SLA enforcement, and escalation of unresolved issues.
- Ensure high-quality ticket communications, notes, and resolutions.
- Conduct regular meetings with L1 / L2 / L3 teams to address roadblocks and upcoming tasks.
- Enforce and report on time tracking.
- Develop and maintain an internal and client-facing Knowledge Base and Documentation.
- Review and develop improved standards for the escalation process, service catalog, canned responses, and SOPs.
- Develop and deploy an on-call and after-hours support process.
Project Management :
- Manage project teams where applicable, ensuring timely and effective delivery.
- Enforce and report on project time tracking.
Reporting :
- Generate Client Quarterly Business Reports.
- Produce Staff Time Tracking Reports and Analysis.
- Estimate Staff Workload based on upcoming site visits, projects, etc.
Operations Manager (30%) :
Restructuring :
- Collaborate with the company owners to reorganize the company into a more hierarchical IT structure, with distinct roles and responsibilities for Level 1-3 positions.
- Make sure that this organizational change preserves the organization's unique qualities and its commitment to prioritizing clients.
- Guarantee that the service quality remains high and unaffected by the changes in the company structure and the introduction of new job roles.
Operations :
- Maximize and optimize tool usage.
- Set up and deploy Dashboards for various platforms.
- Improve integrations and automations.
- Train new staff on tools and processes.
- Establish and maintain relationships with third-party service providers.
- Monitor operational costs and suggest cost-saving measures.
- Regularly review and improve processes and workflows for efficiency.
- Identify training needs and provide coaching for team members.
- Ensure all operations are carried out in compliance with legal and company standards.
Compensation :
- Salary : $110-130k
- Vacation 3 weeks
- Health Benefits
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