Job Description

The act of hiring is more than just to up the headcount or to fill a seat quickly. When we hire at Bounteous, it is to add to our interpersonal dynamics and choose the right person to impact, collaborate, commit, inspire, and grow alongside our tenured teams. Bounteous boasts a long-standing track record of ideating, innovating, and implementing award-winning solutions and driving best-in-class results. Our success starts with hiring the right people, in the right roles, at the right time to strategize, analyze, design, engineer, and market for some of the world\'s biggest brands.

Currently, Bounteous is searching for a Service Delivery Manager to add to our fast-growing Managed Services Delivery team. Successful candidates have a demonstrated history and the gravitas to truly partner with clients and lead all types of managed services efforts including infrastructure and application managed services, IT Service Management practice enhancements, and continual improvement initiatives. Candidates should have 5 or more years of experience working in Managed Services organizations. You will be responsible for prioritizing, guiding, and directing practice area teams to provide exceptional support to our managed services clients.

Role and Responsibilities

• Reports to Service Delivery Director and heavily interacts with service delivery coordinators, process analysts, technical leaders, and engineers to accomplish the delivery of managed services to our clients
• Promotes Managed Services across Bounteous and to our clients to enhance understanding of ITSM and how it co-creates value
• Acts as the liaison between customers, client account leadership, project delivery and technical service teams
• Knowledgeable of all managed service offerings and owns delivery of all contracted services to the customer
• Builds and manages customer and internal relationships and strives for highest level of customer satisfaction
• Customer\'s single point of contact for managed service escalations and communication focal point for satisfaction issues
• Manages a customer satisfaction program consisting of periodic solicitation of customer feedback and development of action plans designed to improve the service experience
• Contract Management - provides input to standard set of client-specific statements of work, ensures change order governance for out-of-scope work, verifies contractual requirements are being met
• Financials - reports on the profitability of the services for assigned clients, governs resources charging time and expenses against client accounting codes, Maintains proper balance between cost reduction initiatives, account profitability and customer satisfaction
• Account Management - works closely with Client Services to provide tools and documentation needed to effectively manage Managed Services clients
• Owns the governance processes for the assigned customers. Leads and manages Monthly and Quarterly Business Review (QBR) program for assigned customers. This includes reviewing, auditing delivery performance and preparing presentations and documentation as needed
• Collaborates client-specific projects implemented for the customer with Project Delivery team.
• Collaborates with Major Incident Management for Root Cause Analysis efforts with any service failures and communicates resolutions back to affected customers
• Collaborates with stakeholders to establish effective Service Level Agreements (SLAs) designed to ensure client satisfaction by adding value to the service, and managing service performance against agreed SLAs and KPIs (key performance indicators)
• Presents Monthly Service Level Agreement (SLA) reporting and performance review during Governance meetings
• Brings a comprehensive understanding and experience with Managed Services, IT Service Management (ITSM) and the ITIL Framework
• Supports Bounteous internal ITSM process and best practices, following ITIL-aligned workflows and processes to facilitate inter-team communications and meet client requirements
• Recommends service resource models, justifies increases in resources as the operation grows using concrete data from volume-based metrics and Key Performance Indicators by customer
• Anticipates client service requirements, managing the allocation of resources and staff to minimize service disruptions and ensure services are delivered within budget
• Ensures a high level of customer communication including leading service review meetings, managing customer expectations, and working to ensure customer delight
• Available 7 x 24, may attend P1 bridge calls and provide Major Incident Management if the MIM services is unavailable
• Provide out-of-hours on-call support to provide major incident management to technical teams during major incidents, coordinating escalations and communications to Bounteous, their clients and other stakeholders
• Escalates to the Service Delivery Director for major client service impacts or issues
• Excellent written and verbal communications skills enabling communication amongst the program teams, client stakeholders, and senior management
• Well-versed in and easily shifts between business and technical discussions, comfortable working in an interrupt driven environment balancing deliverables and changing customer priorities
• Understands the technologies used to provide services including synthetic monitoring, patch management, Infrastructure as Code, automation tools, cloud dashboards and log collectors
• Ability to resolve conflicts in a mature, productive, and positive manner

Preferred Qualifications

• BS/BA in relevant program, or equivalent work experience
• 5+ years managing clients in a Managed Services organization
• 5+ years of Managed Services/ITSM experience of progressively increased responsibility
• Experience with managed or outsourcing models for services including applications/infrastructure support services
• Work with multiple teams simultaneously and manage distributed/remote team members
• Experience coaching and developing Managed Services team members
• Requires ITIL v3/4 Foundation certification or training
• In-depth understanding of digital technologies
• ITSM tool experience in Services Now, JSM/Jira
• Project Tool experience in Confluence, Jira
• Experience working with Operations tools such as PagerDuty, Site24x7, New Relic, ElasticSearch, Terraform, native cloud a bonus
• PMP certifications preferred, otherwise equivalent experience in project management
• Experience customers who deployed CMS platforms (Adobe Experience Manager, Drupal), eCommerce platforms (Magento, Shopify), SAP Hybris, and Google Analytics a plus

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Research shows that women and other underrepresented groups apply only if they meet 100% of the criteria of a job posting. If you have passion and intelligence, and possess a technical knack (even if you\'re missing some of the above), we encourage you to apply.

Bounteous is focused on promoting an inclusive environment and is proud to be an equal opportunity employer. We celebrate the different viewpoints and experiences our diverse group of team members bring to Bounteous. Bounteous does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other status protected under federal, state, or local law.

In addition, you have the opportunity to participate in several Team Member Networks, sometimes referred to as employee resource groups (ERGs), that host space with individuals with shared identities, interests, and passions. Our Team Member Networks celebrate communities of color, life as a working parent or caregiver, the LGBTQIA+ community, wellbeing, and more. Regardless of your respective identity, there are various avenues we involve team members in the Bounteous community.

Bounteous is willing to sponsor eligible candidates for employment visas.

For employment opportunities based in Canada:

Bounteous is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive workplace. In accordance with the Ontario Human Rights Code and Accessibility for Ontarians with Disabilities Act, 2005, accommodation will be provided at any point throughout the hiring process, provided the candidate makes their accommodation needs known to Bounteous. We welcome applications from all qualified candidates.

**Must be legally eligible to work in Canada.

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