Posted 19 days ago
Senior Service Delivery Manager
Position Description
The position of Senior Service Delivery Manager (SDM) is part of the Service Delivery Management organization which has accountability for the operational and service health of the client. This team brings a relationship-focused client management approach that aligns client and Centrilogic goals for mutually beneficial outcomes. The Senior SDM lives in the tactical-technological dimension of the client relationship, focusing on ensuring that contracted managed services are being delivered such that client expectations are met or exceeded.
The Senior SDM understands all contracted scope, performance levels (SLO/SLA), service offerings and capabilities, which enables them to assist the client in maximizing the value of Centrilogic’s business model and solution delivery organizations. They utilize IT service management, relationship management and project management principles, as well as administrative resources, tools, and processes to perform their responsibilities.
This position is also one of leadership and mentorship to all Service Delivery Managers on the team. Assisting the Director, Service Delivery in establishing effective processes and tools to aid in the tracking of team goals and using extensive experience to establish excellent interactions with other teams such as Sales, Operations, PMO, Professional Services and others.
The Senior SDM brings both a high sense of urgency and accountability in the understanding that our client’s success is our guiding principle.
This role is preferred to be based out of Calgary and will be required to be present at the client office from time to time and for key meetings.
The role manages a dynamic set of top accounts primarily from the highest touch, strategic or complex set of accounts, by essentially carrying out duties pertaining to the following business functions:
Account Governance
Lead key service related communications with the client, in partnership with Service Assurance, Delivery, and Account teams
Provide guidance, manage expectations and, at times, push-back on client requests with support from management
Client Health Monitoring and Run State Assessment
Assist operations in developing and track completion of service improvement plans with clear definition of desired outcomes; support the communication of related operational improvements to the client
Manage red-to-green improvement plans for clients; garner support internally and work with cross-functional teams to action these plans
Service Governance
Be aware of major account activities (projects, proposals) to ensure interdependencies with incoming client requests are managed
Attend change management calls to represent changes with technical SMEs are required, and assist support staff in representing changes effectively
Touchpoints
Mentorship and Administrative Areas
Experience Required
Centrilogic in Calgary, Alberta, Canada