Service Delivery Manager

Service Delivery Manager
Employment type: Full-time
City: Charlottetown
Last visit: 2014-09-30
Author's ads: 1

Posted: 2014-09-30


As a leading IT consulting and outsourcing services firm, Buchanan Technologies has been helping its customers’ successfully navigate the tremendous changes in business technology for more than three decades.

With offices in the U.S Canada, and Europe, we’re able to deliver our IT consulting and services just about anywhere. We’ve also been recognized by Inc. Magazine, MSPmentor, and the Dallas Business Journal — just to name a few.

At the heart of our success is a dedication to working closely with our clients, delivering strategic IT services that assist their business objectives and transform their organizations. We believe in putting people first — and technology second. So while software and hardware technology continues to change, our customer-centric approach to IT never will.

Our people are our most important and valuable asset. We passionately pursue relationships with our employees, partners, and customers. We work to understand and respect one another's success goals and create an environment that enables and celebrates achievement. Each individual at Buchanan Technologies has a key role in ensuring the company functions smoothly and successfully. This is why we at Buchanan Technologies begin every new relationship with an employee, partner, or customer by discussing who we are; our Values, Vision, and Direction.

Buchanan Technologies is searching for Service Delivery Manager for their Charlottetown, Prince Edward Island location.

The Service Delivery Managers will be responsible for interfacing with clients and as a liaison between the Level 1, Level 2, and Level 3 Support. Service Delivery Managers will also be responsible for communicating to Buchanan upper management on assigned clients’ status. These opportunities are full time/permanent employment with Buchanan Technologies, and the working schedules may vary.


Roles and Responsibilities:

Manage client relationships: this is a technical and service management requirement. This will be the position’s primary responsibility.

Respond to telephone calls, email and requests for incident management, escalations in a fast, friendly manner and have the ability to explain technical situations

Ability to deal with critical customer situations in a professional and timely manner

Monitor & manage client incidents

Monitoring & Manage client service requests

Collating incidents related to the same problem

Performing trend analysis on resolved and open incidents on a regular basis

Participating in root cause analysis on client incidents

Monitoring and managing team members to provide for timely and efficient problem determination, resolution and communication of incidents

Notifying team members of incidents that are in jeopardy of missing service level objectives

Managing assigned team members


Required Skillset:

Mature, self-motivated, and professional with excellent written and verbal communication skills

Previous process management experience, ability to perform gap & root cause analysis required

Work in a fast-paced environment, demonstrated ability to meet deadlines and service level agreements

Attention to detail and ability to multi-task talking to customers while performing technical computer work.

Previous supervisorial experience working with diverse groups and individuals to set goals, establish priorities, and solve complex problems

Ability to demonstrate a solid understanding of network components and concepts

Strong problem solving/analytical abilities

Strong commitment to quality customer service

Ability to work independently as well as willing to follow direction and best practices

Regularly demonstrates initiative in supporting the customer outside of expected job assignments

Attention to detail and ability to multi-task talking to customers while performing technical computer work.

Ability to follow defined processes & procedures.

Candidates must also be able to work any shift, on-call schedule, holidays, and weekends


Education and Training:

Two or Four-year degree in IT-related field or equivalent experience in a Technical Support/Help Desk environment.

Previous experience in a technical environment and incident and change management tools

Previous technical support experience dealing with external or internal customers

Career Level: Management

Industry: Technology Services

Job Function: Technology and Digital Media