Job Description

Customer Site Manager

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A workplace that's invested in your success. A team that truly values one another. A culture that is built upon integrity, passion and mutual respect. Are you ready to join a team of talented IT experts and take your career to new heights? If so, IMP Solutions is right for you.

The Opportunity:

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At IMP Solutions, we provide IT products, and IT and business consulting services to our clients across Canada. We are looking for an experienced Customer Site Manager for our Managed Services Department. You will be the customer's advocate within the Managed Services Department responsible for overseeing the delivery of services and ensuring the customers' contracted terms are met.


You will assist and participate in establishing and refining delivery processes with the goal of creating uniform and repeatable process's and procedures to ensure each customer receives the same experience from the onset of their contract go live date. Your role will hold all service and support accountable for carrying out contracted services and projects.



You will generate and review reports with customers which outline the services performed during the reporting period, have frank discussions with customers regarding services, current and future IT needs, take recommendations from IT staff and present them to the customer in plain English terms. You will be expected to assist with onboarding new customers into Managed Services and help be the face of the Managed Services Partnership.



This is an exciting opportunity to join a talented and growing team that is committed to providing service excellence, and is passionate about being part of something bigger. Are you ready for your next big step? Join our team!

What You Will Do:

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Clearly explain complex technical concepts to customers in plain language and identify opportunities to improve their IT environments. Coordinate Out of Scope requests (projects, consulting, hardware/software purchases) with sales and project teams. Maintain accurate, professional customer documentation. Meet with clients (in person or virtually) to review reports, key issues, and overall account health. Mentor the Service Desk team and support effective customer onboarding and project delivery. Serve as an escalation point for client issues and collaborate with NOC management and senior staff to resolve them. Provide feedback to the NOC team to improve service quality and communication. Stay current on IT trends and discuss their business impact with customers. Prepare and deliver customer reports with clear recommendations and insights. Local travel within HRM and occasional travel to New Brunswick required.

What You Need to Succeed:

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Experience with Account Management Extensive technical skills, particularly around communicating technological concepts to non-technical people. Demostrated presentation and communication skills for all levels of staff internally and externally. Demonstrated ability to work in a team environment. Experience with Managed IT Services will be considered an asset. Excellent written and verbal communication skills. Experience with IT ticketing systems and ability to build workflow and reporting.
Strong knowledge of Microsoft Cloud technologies and Microsoft CSP program will be considered an asset.

Preferred Qualifications:

At least 2+ Years experience presenting, developing and recommending business aligned IT services. At least 2+ Years leading or working closely with multi-functional teams. ITIL designation will be considered an asset. PMP designation will be considered and asset.

What We Offer You:

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Comprehensive health and dental benefits RRSP contribution matching Professional development and training opportunities IMP is committed to Employment Equity and our goal is to be a diverse workforce that is representative at all job levels. We welcome applicants from Aboriginal people, visible minority groups, persons with disabilities and women in occupations and positions where they are under-represented. If you are a member of one of the equity groups, you are encouraged to self-identify on either your cover letter or resume.

IMP Solutions is a division of IMP Group Limited.