Service Delivery Manager - Montréal, Canada - Q1 Technologies

Q1 Technologies

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Skills Required:

Overall experience of around 15+ years in managing large teams across borders
Experience working for managing complex IT setup of organization with 10+ branches
Proficiency in French Language is an asset and will have added benefit for this role
End user Windows platform (Win10 & Win11)
Familiar with MS products such as SCCM & MS Intune
Experience in working with Mobile Device Management (WorkspaceOne, MobileIron, Intune)
DLP, AV, WSUS, Patch management, VPN, VDI technology
Patch management, ITSM tools, Microsoft Exchange, O356, MS teams, Azure AD, Proxy, etc.
Wi-Fi, LAN, WAN, VLAN, DNS, DHCP, SSL, etc.

Roles & Responsibilities:

Providing End User Services for customer's end users
Lead team of both Internal TCS and outsourced support engineers to ensure all IT service support is managed seamless without any escalation as per SLA
Provide single point interface for setting up complete end user support strategy and coordinate with End user support partner(s)
Single point interface from IT side to identify any end user operational failure that may happen because of IT service failure
Set and measure service SLA
Vendor and contract Management
Launch new end user IT support initiatives both within TCS and customer environment
Interface with backend Teams to provide timely solutions for new requirements
Provide data driven analysis to management about key improvement and opportunity area
Drive end point compliance and interface for all internal and external audit
Drive new tool adoptions by launching new campaign and coordinate with user functions
Inventory management, incident management, change management & problem management
Prevent IT Service SLA breach, in case of breach of SLA ensure vendor and contract management
Setup preventive maintenance and alert mechanism to avoid any operational failure
Lead and manage internal teams across multiple area of support under End User Services
Lead extended vendor support team
Coordinate with SME to provide technical expertise for complex end user issues
Lead cross functional team for supporting any end user facing project/program

Job Types:
Full-time, Permanent

Salary:
$85,000.00-$105,000.00 per year

Benefits:

Schedule:

Supplemental pay types:

Ability to commute/relocate:

Montréal, QC: reliably commute or plan to relocate before starting work (required)

Experience:

: 10 years (preferred)

Language:

Licence/Certification:

QA Lead