Senior Service Delivery Manager

Senior Service Delivery Manager

Reports to: Director, Service Delivery

Location: Canada/Hybrid

The Senior SDM understands all contracted scope, performance levels (SLO/SLA), service offerings and capabilities, which enables them to assist the client in maximizing the value of Centrilogic's business model and solution delivery organizations. They utilize IT service management, relationship management and project management principles, as well as administrative resources, tools, and processes to perform their responsibilities.

This position is one of leadership and mentorship to all Service Delivery Managers on the team. Assisting the Director, Service Delivery in establishing effective processes and tools to aid in the tracking of team goals and using extensive experience to establish excellent interactions with other teams such as Sales, Operations, PMO, Professional Services and others.

The Senior SDM brings a high sense of urgency, in the understanding that our client's success is our guiding principle.

The role manages a dynamic set of top accounts primarily from the highest touch, strategic or complex set of accounts, by essentially carrying out duties pertaining to the following business functions:

Engagement Governance

• Build and maintain strong relationships with clients at both operational and managerial levels
• Ensure the delivery of all service deliverables is in accordance with the terms and conditions of the Managed Services contract
• Act as the client advocate for all matters relating to Managed Services delivery
• Ensure alignment with technical operations team's delivery by providing context and client perspective
• Active role in onboarding of new clients. Responsible for onboarding of new services for an existing client.
• Lead key service related communications with the client, in partnership with Service/Ops/Account teams
• Provide guidance, manage expectations and, at times, push-back on client requests with support from CSM and/or Ops leadership

Client Health Monitoring and Run State Assessment

• Measure and evaluate customer satisfaction (CSAT) and coordinate necessary actions to achieve desired outcomes
• Contribute to monitoring, proactively assessing client retention risk, and raising awareness internally
• Assist operations in developing and track completion of service improvement plans with clear definition of desired outcomes; support the communication of related operational improvements to the client
• Ensure that client's SLAs and other contractual agreements are tracked, reported and met, with support on reporting from Service / Operations functions
• Measure overall client Run State by consolidating health factors into single indicator

Service Governance

• Track SLA compliance via existing reports provided by Service/Ops teams, obtained via data from various service management tools
• Track any other contractual service-related KPIs relevant to client business that have dependency on managed services delivery
• Present operations service metrics and KPI's during Monthly or Quarterly Operations Reviews (MOR/QOR), utilizing data/graphs provided by operations teams
• Contribute relevant service delivery data for Quarterly Reviews presented by Account Executives / CS colleagues
• Provide intake channel for feedback and discussion on opportunities for service improvement
• When items get escalated or prioritized by client, support technical teams by providing the required context and drive fast turnaround times on issue/incident resolution
• Identify and mitigate risks that could impact service delivery
• Be the point of contact for service delivery issues communicated by clients and initiate escalation for service issues
• With a focus on ITIL Incident, Change, and Service Request Management, work in collaboration with the operations teams to continuously improve the service delivery experience by advising on best practices and process/practice improvements
• Advise on efficiency and optimization for in-scope services
• Support P1, Mmajor Iincident or escalation scenarios with client management and client communications, working in tandem with technical SMEs and designated major incident manager
• Contribute to Post Incident Reports (PIR) for qualifying incidents and support the delivery of PIRs to the client
• Be aware of major account activities (projects, proposals) to ensure interdependencies with incoming client requests are managed
• Attend change management calls to represent changes with technical SMEs are required, and assist support staff in representing changes effectively

Touchpoints

• Ensure the contractual cadence of touchpoints is followed in alignment with Account Executives/CS colleagues
• If applicable, gather necessary data, context, and insights and deliver weekly or bi-weekly reviews
• Coordinate required touchpoints as outcomes necessary to improve client run state:
• Additional calls with SDM and/or Client Success Manager (CSM)
• Calls including technical operations delivery team(s)
• Calls with Centrilogic leadership as outcomes for significant escalation
• Customer on-site visits when required and feasible
• Onboarding/Offboarding Calls

Mentorship and Administrative Areas

• Leveraging their extensive experience, the Senior SDM is expected to significantly contribute to the team's overall effectiveness by assisting the Director , Service Delivery with various efforts such as:
• Hands on in creation of comprehensive knowledge base which serves as a valuable resource for the entire Service Delivery team.
• Setting internal/team KPIs and establishing robust mechanisms for measuring these metrics ensuring the team's goals are met efficiently.
• Lead process design and implementation ensuring workflows are optimized and aligned with Centrilogic's obectives.
• Perform Invoice Validation tasks to ensure timely and correct billing
• Submit requests for contract renewals and changes (addition and removal) of services and licenses under $5K
• Provide required commercial details for minor order submissions performed by other TSDS teams and follow-up on said submissions.

Experience Required

• Excellent verbal and written communication skills
• Minimum 12+ years in technical customer relationship management positions such as Client Success Management, Project Management, Account Management, and Team Lead
• Bachelor's degree in engineering, Information Technology, or equivalent.
• Direct customer advocacy and engagement experience in post-sales or professional services functions and working in a complex IT environment
• Experience in designing workflows and processes to better interface Service Delivery with other teams (Sales, Operations, PMO, etc.)
• Project Management experience
• Ability to move between service / operational mindset to crisis management mentality
• Strong desire and passion for learning new concepts and technologies
• Excellent problem solving, problem resolution and analytical skills
• Ability to grasp and explain complex technical concepts to a variety of audiences including non-technical stakeholders
• Ability to build and manage trusting relationships with large clients
• Ability to multitask and balance competing requirements
• Proactive and ability to work with minimal direct supervision
• Take and lead initiatives to successfully complete assigned projects
• Azure and AWS Foundational Certifications

Desirable Skills, Experience and Qualifications

• Master's in Business Administration (MBA) or equivalent
• Working Knowledge of Lean Methodology