Director of Managed Services Delivery - Montreal - S3 Technologies Inc.

    S3 Technologies Inc.
    S3 Technologies Inc. Montreal

    2 weeks ago

    Full time
    Description

    About S3 Technologies


    With over 20 years of experience, S3 Technologies is a recognized leader in managed IT services in Montreal and one of the largest independent managed IT service providers in Canada. We serve a bilingual SMB clientele across various industries and are proud to be an employer of choice with a team of over 100 employees. S3's sustained growth is driven first and foremost by referrals from satisfied clients. What sets us apart is our commitment to prioritizing business outcomes over technology. While we're passionate about IT, our true motivation comes from clients telling us that our work had a concrete and positive impact on their business. Our ambition is clear: to become the leading managed and co-managed IT services provider for SMBs in Quebec, and to contribute to their success by making them more secure, productive, and future-ready. In our primarily remote work environment, you'll have the opportunity to challenge yourself daily alongside colleagues who share your passion and are determined to be the best. If you want to join a team where continuous improvement is a core value and where clients are at the center of everything we do, we want to meet you

    The Role


    Reporting to the Vice President of Operations, the Director of Managed Services Delivery is responsible for the overall performance of the managed IT services delivered to our clients. They oversee the technical support teams, optimize service delivery processes, ensure adherence to service level agreements (SLAs), and act as a strategic leader to ensure client satisfaction and loyalty. This role is central to our operational structure and aims to ensure a high level of execution, efficiency, and collaboration between departments.

    Main Job Responsibilities

    • Ensure the quality, efficiency, and consistency of managed IT services delivered to our clients
    • Supervise remote and on-site technical support teams (Levels 1 to 3) and balance workloads to ensure high-quality service (40 employees)
    • Ensure compliance with SLAs and implement corrective actions when necessary
    • Manage the onboarding of new clients in collaboration with various departments
    • Continuously develop and improve service management processes
    • Ensure client satisfaction by collaborating with account managers and technical advisors
    • Lead, motivate, and develop internal talent within the team
    • Manage critical communications with clients (outages, major incidents, complaints)
    • Produce and analyze performance reports and recommend improvements
    • Contribute to the definition and evolution of S3 Technologies' managed services offering
    • Be responsible for achieving target margins in the managed services department

    Skills And Experience Requirements

    • Minimum of 10 years of experience in IT, including 3 to 5 years in a management role
    • Excellent communication skills in both French and English
    • Strong customer service mindset and ability to manage priorities
    • Ability to handle stress, solve complex problems, and make quick decisions
    • Experience in managing teams, including managers, and in coaching and developing talent
    • Deep knowledge of Windows systems, network infrastructure, and Microsoft 365 environments
    • Good understanding of cybersecurity challenges related to managed IT services
    • College or university degree in computer science or a related field

    Success Criteria


    After 6 months: You've mastered internal processes, tools, and structures. You've established close collaboration with team leads, account managers, and the cybersecurity/infrastructure team. You show strong leadership within the managed services team. Key performance indicators (KPIs) are known, tracked, and optimized.

    After 12 months: You've implemented measurable improvements in our support processes. Your teams are high-performing, engaged, and aligned with company goals. You play a leadership role in the overall operational strategy and actively contribute to the evolution of our service offering. You're recognized as a pillar of the client experience at S3 Technologies.

    Position Highlights

    • You'll be part of the Leadership Team at S3 Technologies
    • The responsibilities of the role may evolve over time with the opportunity to take on broader operational responsibilities within the company
    • Permanent, full-time position

    Perks and Benefits

    • Competitive salary, based on your experience
    • Flexible remote work policy
    • 5 minute walk from Place des Festivals, in downtown Montreal
    • Group insurance
    • Ambitious and dynamic corporate culture
    • Several social and sporting activities throughout the year
    • Opus card paid in part by the company
    • Games and relaxation area in the office
    • Gym and showers on site

    Seniority level: Director  – Employment type: Full‑time  – Job function: Management and Manufacturing  – Industries: Computer and Network Security and IT Services and IT Consulting

    Only selected candidates will be contacted.

    ```

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