Job Description

Requisition Number: 88897

SERVICE DELIVERY MANAGER

ROLE DESCRIPTION

The Service Delivery Manager will focus on successful customer experiences and will directly interact with our customers, Service Delivery, Practice teams, and sales to deliver the highest quality of services and customer experience.

As Service Delivery Manager, you will be focused on scaling the company's services portfolio to meet our customers business demands. This will include responsibility for driving healthy services revenue and gross margins. Serving as the vital link between the Customer, Sales, and the Services Teams your experience and passion for excellence will be an important part of Insight Canada's success.

WORK PERFORMED

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions of the Job:

Customer Experience

• Engage regularly, often daily, with the customer to provide the best customer experience.
• Bring a high sense of urgency around role & charter - understand that Customer Success is the #1 core value of Insight Canada
• Maintain customer relationships and cadence at the IT leadership and C-suite levels.
• Measure and evaluate customer satisfaction (CSAT) and respond to CSAT results and responses.
• Build a strong understanding of the customers business, results, goals and IT alignment, competitive landscape, and industry influences.
• As a customer advocate, you will represent the customers interests within the service operations teams while ensuring quality delivery for contracted services.
• Prepare and present operations service metrics and KPI's during Monthly Operations Reviews (MOR) and Quarterly Business Reviews (QBR).
• Prepare and facilitate the Annual Executive Review focused on business results, industry trends, and IT innovation to provide a competitive advantage for your customer.
• Work collaboratively with the sales organization and to introduce innovative IT solutions and services to help the customer achieve their business goals and objectives.
• Maintain strong understand of all our services capabilities, and vendor and partner offerings to provide the best customer experience and outcomes.
• Provide program oversight for customer deployments and scale the team with subject matter experts and project management resource to deliver desired results.
• Manage contract Change Requests and communicate to appropriate teams/organizations.
• Act as an escalation and communication point of contact for service interruptions impacting customers business operations or workflows.

Operational Management

• Work in collaboration with the service operations teams to continuously improve our service delivery experience.
• Participate in problem and incident resolution and lead root cause analysis.
• Responsibility to manage the service contract P&L and provide regular updates to the Insight leadership teams.
• Support the services teams during event escalations requiring customer communications.
• Provide supportive and proactive feedback to the services teams to encourage positive behavior.
• Manage the quality, consistency, accuracy, completeness, and timeliness of service delivery governance programs.

MINIMUM REQUIREMENTS

Education and/or Experience:

• Minimum of 10 years' experience in the IT industry, preferably with knowledge of IT infrastructure and business applications.
• Minimum of 5 years' experience in a Service Delivery, Account Manager, or Operations Management role or similar position.

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent written and spoken communication skills in English.
• Enthusiastic team player with openness and willingness to share ideas.
• Insatiable desire to create new opportunities for our clients.
• Passion for learning.
• Excellent communication skills and ability to articulate complex technical solutions to various audience levels of expertise.
• Strong customer facing skills and a demonstrated ability to shorten time to value for customers.
• Ability to travel - approximately 25% of the time.
• Bilingual in English and French - will be considered an asset.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to: stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop and kneel.
• Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus due to computer work.
• Light to moderate lifting is required.
• Ability to uphold the stress of traveling.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e., business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.

As a condition of employment, this job is subject to the successful completion of the following pre-employment conditions: Reference Checks, Criminal Background Checks, Driver's Abstract and valid driver license if required for the role.

Insight Canada is proud to offer reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please inform us during the application process.

We thank all candidates for their interest, however, only those selected for interviews will be contacted.

ABOUT INSIGHT

Insight's success begins with our people making meaningful connections every day. Our culture lives in our teammates. Insight is looking for great people who will embrace our values of Hunger, Heart and Harmony. Hunger to create new opportunities for our clients. Heart to make a positive impact in people's lives. Harmony to celebrate each other's unique contributions to bring solutions to clients.

Insight Canada is an organization that encourages and supports ongoing training and development opportunities. We are composed of a talented, diversified workforce that performs collectively in an entrepreneurial and flexible environment. Our teammates have access to the latest and greatest technologies in performing their daily activities.

Here's a little about us, and why we're top choice of prospective employees in the Canadian IT Solutions industry:

• Global technology provider of IT hardware, software and service solutions
• Fortune 500 company founded in 1988
• 11, 000 + teammates worldwide, operating in 22 countries
• Montreal's Top Employer (2020 & 2021)
• $8.3 billion in revenue in 2020
• Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
• 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
• Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
• Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance
• We offer an amazing flex benefits plan, RRSP matching, paid time off for volunteering, paid sick days, paid vacations, and much more.

As part of the Insight Canada team, you will be a member of a highly innovative solutions environment where the people are dedicated and focused on continuous learning and growth opportunities.

Today's talent leads tomorrow's success. Discover more at:

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.