No more applications are being accepted for this job

Service Delivery Manager - Markham, Canada - AVI-SPL

AVI-SPL

Verified Company

Markham, Canada

4 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

:

WHO WE ARE

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow.

We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better.

We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

WHAT YOU'LL DO

The Service Delivery Manager is the primary operations interface between the services team and the customer or partner, serving as the primary escalation and contact point.

This role is responsible for maintaining service fidelity across a range of key accounts and would work cross-functionally to meet and exceed the customer expectations of the defined service.

The Service Delivery Manager is responsible for all service-related customer communications including any incident management escalations, performing service performance reviews, as well as preparing and delivering service performance reporting.

Day-To-Day Responsibilities:

Building and maintaining excellent customer relationships
Successful onboarding of new accounts ensuring a smooth service transition
Develop, adopt and deliver best practice service levels across all teams
Identify, agree and own a progressive Continuous Service Improvement (CSI) program with customer accounts and drive change
Work with stakeholders and colleagues to effectively manage incidents and help develop effective incident management processes, aiding improved service delivery
Understand and identify KPIs for successful management of customers service delivery
Promote and drive team collaboration and maintain team moral
Develop business profile by enhancing, informing and changing the customer perspective of AV strengths, products and service ranges
Devise and deliver promotional activities and assist Sales Account Manager wherever possible
Commercial awareness of competition and promote innovation to customer
Collection of customer statistical data including SLA performance, management information, team performance and other business metrics for monthly customer reporting.
Chairing weekly/monthly/quarterly Service Review Meetings with customer including preparation of review material and distribution of meeting minutes
Drive the creation and enhancement of all onsite documentation (including Standard Operating Procedures (SOP) and Onsite Staff Handbooks) ensure documentation processes and procedures are maintained in accordance with customer and AVI-SPL requirements
Provides escalation management duties across multiple customers.
During major incidents, responsible for ensuring a coordinated response is being undertaken from a service delivery perspective as well as owning communication with the key internal/external stakeholders about the status of the incident
Responsible for gathering information and documenting Root Cause Analysis (RCA) or Reason for Outage (RFO) reports on any critical customer impacting incidents or as requested.
Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
Analyzes usage and quality data to provide recommendations on improvement initiatives and a consultative approach to Service Reviews. Also works with internal AVI-SPL teams to address CSI opportunities for the betterment of Service Delivery

WHAT WE'RE LOOKING FOR

Must-Haves:

Ability to direct a team towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasks
Ability to understand and leverage existing Company systems to provide solutions to the business and recommend new systems when required
Proven ability to significantly contribute toward or lead operation initiatives with a resultsoriented approach
Demonstrated leadership and management skills in a teamoriented, collaborative environment
Strong interpersonal skills, with the ability to work effectively with all levels of the organization
Ability to balance multiple tasks with changing priorities
Ability to work and think independently and ensuring to meet deadlines
Demonstrated ability to maintain strict confidentiality and handle sensitive matters with discretion
Excellent attention to detail and organizational skills
Must have clear and professional communication skills (written and oral) both internally and externally
Proficient with Microsoft Office (Word, Excel, Outlook)
Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the organization

Nice-To-Haves: