Job Description

Compugen is one of Canada\'s largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.

If you are driven to make a difference, relentlessly curious and collaborative at the core, we\'d love to talk to you. Join us and help us make a difference.

Senior Delivery Manager
The Senior Delivery Manager is responsible all service delivery activities for the customer account and providing an effective interface between Services, Sales and the client. The Senior Delivery Manager will liaise with the client management and Executive teams to provide service adoption, transformation, cost savings, innovation and ensure that Compugen provides value to our client engagement and partnership. A focus on ensuring the customer is managed operationally with a service management mindset that creates positive partnership engagement.

Responsibilities:

• All service delivery is under the oversight of the Senior Delivery Manager regardless of whether the staff involved report directly to the Senior Delivery Manager or are leveraged from other groups. The Senior Delivery Manager is responsible for the quality of service to the customer and has authority to resolve administrative, scheduling, resourcing, backup, and replacement issues.
• Single point of contact between the Compugen delivery organizations, and the Compugen customer care organizations with respect to service delivery matters.
• Understands Compugen services offerings and capabilities in order to participate fully in a successful partnership with the Sales Account Executive / Client Director.
• Utilizes best practice project management, service delivery management, and administrative resources, tools, and processes based upon an understanding of the solution requirements based upon the existing capacity, capabilities, and solutions that Compugen can deliver
• Ensures that requirements for metrics collection are met within the solution delivery organizations.
• Work closely with the customer to ensure Compugen staff are performing as required and make changes as requested by the customer in a timely fashion.
• Monitors metrics monthly to ensure accurate billing (number of help desk clients, number of end-users, workstations, servers, routers, switches, server backups etc).
• Builds and sustains effective communications with customer toward the goal of maximum customer satisfaction
• Collaborates across all appropriate Compugen organizations to maximize overall customer satisfaction
• Account Business Planning - responsible for maintaining the service account relationship and working with the account to define the account strategy, direction and business requirements.
• Service Integration - responsible for the business strategy and plan for integration of services to realize the desired outcomes and value. The operational delivery team reports dotted line into the Service Executive.
• Transformation Management - responsible for overseeing the transformation of services from current Mode of operations to Future Mode of Operations.
• Expand Sales Support - responsible for providing sales support for account Expand sales and relationship management.
• Accept performance measures which are linked to both the accounts objectives and to Services overall objectives.
• Proactively solicit and analyze Client feedback to ensure service satisfaction, outcomes and business value.
• Business development - responsible to work with the Compugen Sales Director to present and propose Compugen product and service offerings.

Qualifications

• University Degree in Information Technology or Business.
• ITIL Certification
• A good understanding of overall IT service delivery and a solid understanding of how customer requirements dictate service delivery
• 10 plus years Information Technology and/or consulting experience.
• 5 or more years of experience involving a combination of building business/practice, business consulting, strategic planning, customer relationship management, and comprehensive responsibilities involving delivering solutions to meet business needs.
• Possess domain knowledge as to understand client\'s marketplace, competitive landscape and business drivers, and be able to speak intelligently in these terms.
• Demonstrate past success of delivering add-on business, revenue expansion, and managing P&Ls.
• Operational expertise to ensure delivery expectations is exceeded and that proper team is in place to conduct appropriate business/technology planning and deliver solutions/operational excellence.
• Previous leadership experience with responsibilities for leading client engagement teams, meeting deliverables, implementing value-add solutions, and developing and maintaining client relationships.

Equity Statement

Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs.

Compugen