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Service Delivery Manager

MAIN BUSINESS OBJECTIVES:
The Service Delivery Manager (SDM) will be part of the Managed Services Team, reporting directly to the Directors, Managed Services. The position will involve building and maintaining a technically-focused relationship with our customer base by gaining a deep understanding of their environments to ensure FlexITy® can deliver the highest level of support and services. The SDM will be accountable for managing & supporting a broad range of technologies including Network, Security, & Telephony via phone, email, remote access to customer sites, and onsite presence where solutions are deployed. Proactive management and monitoring of customer environments is also part of the mandate. The SDM will work directly with customers or indirectly through advice provided to others in the Technical Assistance Center (TAC). While building relationships with customers, mentorship, knowledge transfer, planning, design, and deliverable acceptance sign-off will all be part of the role. The SDM will be the primary point of contact for the customer accounts to which assigned.

MAIN DUTIES & RESONSIBILITIES:
• Proactively recommend and implement industry best practices in operations (design, configurations, troubleshooting, optimization, capacity planning, management and monitoring) aimed at increased network availability.
• Administer and manage Service Level Agreements.
• Act as a Technical liaison among FlexITy, customers and vendors (daily, weekly, monthly, quarterly reviews).
• Hold the relationship with the customer, educating them on any policies or procedures related to the purchased FlexITy service offering
• Own the “on-boarding” of a customer into the FlexITy support structure. This includes gathering and verifying new customer information and working with FlexITy employees to enter this information into the CMDB and related systems
• Generate and present ticketing and status reports to customers
• Provide proactive heads-up to FlexITy TAC with regards to any issues at customer site.
• Provide technical evaluations for interoperability.
• Implement engineering changes aimed at continuous improvements and/ or solutions to significant outages.
• Ability to conduct design of experiments within customer lab or FlexITy lab aimed at problem recreation and isolation.
• Ability to perform Proof-of-Concept designs aimed at technical analysis of new concepts, ideas or technologies being used by customers of FlexITy or internal to FlexITy.
• Share lessons learned by providing regular knowledge base articles.
• Participate in FlexITy Managed Services bi-weekly management meetings.
• Mentor and manage the Managed Services team.
• Review existing documentation/processes and build a searchable repository to organize them
• Review existing documentation/processes and build a searchable repository to organize them
• Create, streamline, and maintain document libraries for internal and external solution delivery and support, including templates, process user guides, and administrator guides

ATTRIBUTES:
The SDM will be a strategic thinker with strong analytical skills who can be extremely organized and detail orientated when needed yet understand the broader business landscape, with the ability to prioritize and multi-task. Excellent communication skills, both written and verbal, are needed to identify, report, and monitor customer needs. Must have excellent customer service skills and be passionate about delivering value to FlexITy customers. This is a versatile position that requires the ability to work closely as a member of a team supporting FlexITy customers and a sales team working in a dynamic and competitive environment.

REQUIREMENTS & EXPERIENCE:
• 3-5 years of pre-sales and product management background including, proven experience in planning, organizing, managing and tactical performance of implementation of sales and large projects.
• Experience & proven understanding of a Managed Services practice, including understanding & ability to summarize Service Level Agreements (SLA’s), service offerings, and commonly encountered issues with same.
• Advanced knowledge MS Office (Word, Excel, Visio, PowerPoint) and MS SharePoint
• Extensive IT background, including experience with a wide breadth of technologies and services, IT operations and management including systems, storage, networking, database, high availability, disaster recovery, security, administration, etc.
• Excellent interpersonal, written, verbal, and presentation skills
• Certified in ITIL.
• Past experience working directly with customers to handle incidences and alerts generated by customer and customer environments respectively.
• Due to the nature of company’s 24/7 operation, on-call availability will be required on an as-needed basis.
• Must get clearance via Canadian Information Centre (CPIC) criminal records check.