Job Description

Position:

Service Delivery Manager / Team Leader

Client:

Federal Government

Location:

Ottawa - On-Site

Duration:

Multi Year

Security Clearance:

Active Security Clearance with the Federal Government

Language:

English (French is nice to have)

Background:

Kyndryl Canada is supporting our Federal Government client with their Service Desk and data center operations. We are currently seeking an adept and forward-thinking Service Delivery Manager to oversee the multifaceted operations and performance of our clients' service desks. The incumbent will play a critical role in ensuring seamless service delivery, maintaining quality standards, driving continuous improvement initiatives, and fostering robust client relationships.

Qualifications:

Active clearance

with the federal government. 5-7 years of experience as a Service Delivery Manager or Team Leader of a Service Desk. Extensive experience in crafting management action plans and defining technical workload specifications to exacting standards. A proven track record of ensuring the fulfillment of service level agreements and delivering impeccable IT technical support services for Commercial Off-The-Shelf (COTS) products. Comprehensive experience in administering corrective actions within a call center environment and identifying opportunities for process enhancement.

Responsibilities could entail:

Serve as the primary liaison with client management to address any issues, concerns, or requests pertaining to service desk provisions on a daily basis. Manage the service delivery performance for delivered services Uphold a commitment to delivering exemplary support services while adhering rigorously to service level agreements. Manage all reporting activities essential to supporting our contractual obligations, including meticulous monitoring of performance metrics. Spearhead the implementation of service changes and coordinate the seamless delivery of projects tailored to our clients' needs. Actively participate in client meetings to provide insights into service delivery performance and collaboratively explore avenues for enhancement. Develop precise technical workload specifications and craft meticulous management action plans to optimize service desk operations. Demonstrate proficiency in providing corrective actions within a call center environment and proactively propose process improvements to enhance operational efficiency. Coordinate with internal teams to ensure the successful execution of projects and initiatives, fostering a culture of collaboration and cross-functional communication. Conduct regular reviews of service delivery processes and procedures, identifying areas for improvement and implementing innovative solutions to drive operational excellence. Lead and mentor a team of service desk professionals, providing guidance, support, and professional development opportunities to maximize team performance and individual growth. Stay abreast of industry best practices, emerging technologies, and trends in service delivery management, leveraging this knowledge to drive continuous improvement and maintain our competitive edge.



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Please note that this is for a contract position with one of Kyndryl's clients and not full time employment as a member of Kyndryl Canada