The Service Delivery Manager will focus on successful customer experiences and will directly interact with our customers, Service Delivery, Practice teams, and sales to deliver the highest quality of services and customer experience.
As Service Delivery Manager, you will be focused on scaling the company’s services portfolio to meet our customers business demands. This will include responsibility for driving healthy services revenue and gross margins. Serving as the vital link between the Customer, Sales, and the Services Teams your experience and passion for excellence will be an important part of Insight Canada’s success.
Engage regularly, often daily, with the customer to provide the best customer experience.
Bring a high sense of urgency around role & charter - understand that Customer Success is the #1 core value of Insight Canada
Maintain customer relationships and cadence at the IT leadership and C-suite levels.
Measure and evaluate customer satisfaction (CSAT) and respond to CSAT results and responses.
Build a strong understanding of the customers business, results, goals and IT alignment, competitive landscape, and industry influences.
As a customer advocate you will represent the customers interests within the service operations teams while ensuring quality delivery for contracted services.
Prepare and present operations service metrics and KPI’s during Monthly Operations Reviews (MOR) and Quarterly Business Reviews (QBR)
Prepare and facilitate the Annual Executive Review focused on business results, industry trends, and IT innovation to provide a competitive advantage for your customer.
Work collaboratively with the sales organization and to introduce innovative IT solutions and services to help the customer achieve their business goals and objectives.
Maintain strong understand of all our services capabilities, and vendor and partner offerings to provide the best customer experience and outcomes.
Provide program oversight for customer deployments and scale the team with subject matter experts and project management resource to deliver desired results.
Manage contract Change Requests and communicate to appropriate teams/organizations.
Act as an escalation and communication point of contact for service interruptions impacting customers business operations or workflows.
Work in collaboration with the service operations teams to continuously improve our service delivery experience.
Participate in problem and incident resolution and lead root cause analysis.
Responsibility to manage the service contract P&L and provide regular updates to the Insight leadership teams.
Support the services teams during event escalations requiring customer communications.
Provide supportive and proactive feedback to the services teams to encourage positive behavior.
Manage the quality, consistency, accuracy, completeness, and timeliness of service delivery governance programs.
Qualifications and Skills:
A minimum of 5 years’ experience in a Service Delivery, Account Manager, or Operations Management role or similar position
Minimum of 10 years’ experience in the IT industry preferably with knowledge of infrastructure and business applications
Enthusiastic team player with openness and willingness to share ideas
Insatiable desire to create new opportunities for our clients
Passion for learning new technologies and process to drive quality improvements
Excellent communication skills and ability to articulate complex technical solutions to various audience levels of expertise Strong customer facing skills and an demonstrated ability to shorten time to value for customers