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Services Delivery Manager

Calgary, AB, CA Edmonton, AB, CA

Service Delivery Manager


Insight’s Managed Services business continues to grow, and as it does, we need to enhance our IT Service Management expertise with the addition of a Service Delivery Manager with experience supporting larger clients. While our team grows, we are seeking to add key team members and expertise that can ensure we deliver our services in a controlled, planned manner. We aim to leverage direct/dedicated team members overseas, as well as processes and automation to improve both our client experience as well as our team member work/life balance as much as possible.

Insight’s Managed Services team are seeking a seasoned, experienced Service Delivery Manager to support rapid growth. The candidate is expected to contribute their vast experience managing client relationships and service delivery to continually improve our services and hone our operational excellence.


Key Responsibilities

  • Own the client relationship for Service Management as the point person for the client
  • Provide continuous improvement leadership for services, including systems, methodologies and workflow
  • Adapt operational procedures to meet client requirements and improve SLAs and client satisfaction
  • Develop content for service offerings – templates, best practices, operations runbooks, design documents, training/knowledge transfer
  • Coordinate composition and presentation of Post Incident Reviews for major incidents
  • Resourcing, delegating, and managing execution of small projects within the teams, or externally resourcing with Professional Services or Field/Technical Services if required
  • Escalation for customer requests where customer expectations do not match service offerings or delivery
  • Provide mentorship and internal support to the Managed Services team
  • Manifest our core values of Hunger, Heart and Harmony with our clients
  • Travel to visit clients as duties require (post-COVID)
  • Delivering monthly status meetings, with detailed analysis and trending of key SLAs via ServiceNow
  • Take a leadership position at Quarterly Business Reviews with large clients
  • Collaborate with Sales, Vendors and Field/Technical services teams to ensure awareness of Managed Services offerings and smooth delivery of services for our customers
  • Work with Professional Services to ensure smooth transfer of customers into Managed Services upon completion of Migration Projects and solution development, especially in Azure


Required Skills & Experience 

  • 8+ years’ experience leading dispersed teams supporting enterprise clients within a services framework
  • A passion for Service Improvement
  • ITIL Foundation & Expert knowledge of ITIL disciplines
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills
  • Willingness to support and mentor junior staff
  • Excellent customer facing/customer service skills
  • Foundational knowledge of core technologies, networking, backup and other infrastructure platforms
  • Able to demonstrate a high degree of flexibility including out of hours working
  • Excellent organizational skills
  • Attention to detail
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and able to take responsibility
  • Able to manage and prioritize and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks
  • Able to demonstrate the ability to undertake the above responsibilities

This description reflects the core activities of the role but is not intended to be all-inclusive and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time. There is a requirement for the post holder to recognize this and adopt a flexible approach to work. Job descriptions will be reviewed regularly and where necessary revised in accordance with organizational needs. Any major changes will be discussed with the post holder.


Desired Skills & Experience

Please highlight any of the following within your cover letter:

  • Experience with Microsoft Azure services
  • Experience with ServiceNow
  • Experience delivering services globally (geographically dispersed clients and support teams)
  • Tertiary Education Degree/Diploma
  • Advanced ITIL, COBIT or other relevant certifications

Candidates must be able to work independently. Characteristics of importance include but are not limited to client service, problem solving, communication skills, and the ability to read/interpret the needs/wants of client executives and leaders. 


Physical Requirements

Office environment with computer work. May have extensive periods of sitting, typing and phone use including headset. May need to lift up to 10 lbs.




Job Segment: Manager, Management