Information Technology Service Delivery Manager

Why F12?

Look no further if you seek the fast lane into an IT career or wish to supercharge your professional development. You will work hard with a diverse team and gain exposure to technology services in scores of businesses; your resume will become rich with experience and accomplishments. F12 is on a mission in 2022 to elevate our employees to a minimum $70K salary within their first 12 months – with career tracks beyond. We aim to do this by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders and their teams.

We value humble service, self-improvement, and hard work, and we are looking for like-minded individuals to join us on our journey.

The Service Delivery Manager (SDM) is a strategic member of the Service team who manages high value customer relationships related to technical health and service deliverables. The Service Delivery Manager maintains regular contact with their customers by phone and onsite visits (when applicable) and understands the short-term and long-term business objectives of each account, enabling them to achieve their goals.

It is expected that a Service Delivery Manager has a good technical understanding of the products and solutions that F12.net provides and can effectively articulate solutions to complex technical issues. This role will require the ability to guide and influence team members to help ensure consistent service is being delivered.

What You Will Be Doing

• This is just a snippet of the duties and responsibilities included on the
• Ensure client deliverables and obligations are met. Working internally to hold accountability to other F12 teams on all contracted deliverables
• Act as a Customer Advocate to ensure all service deliverables and expectations are met, while also being an advocate for F12 and collaborating with interdepartmental teams
• Stay close to the customer pulse and assist with regards to CSAT ratings, response rate KPI’s and follow up for closed loop corrective actions on any feedback items
• Assist with client support process and technical documentation
• Establish a defined change management process with the client and work with teams internally to ensure proper execution. Coordinate/plan change requests, including approvals and change windows for assigned clients
• Tracking and management of client service issues, through ongoing client governance meetings, ticket reviews and client “health-checks”
• Report on client SLA’s and internal OLA’s – following up on breaches and corrective actions
• Help to facilitate a seamless transition for special projects or work order requests into support, assist with scope of work requirements
• Assist with support escalations on high priority/high visibility service incidents, participate and assist with leading major incidents, facilitate PIR procedures
• Assist and/or lead escalated issues until resolution, act as a technical authority working with key stakeholders, oversee remediation efforts
• Participate or run large client check-in’s when needed for high MRR clients
• Gather the ‘voice of the customer’ feedback and work with internal teams to close gaps/address issues

Who You Are

• Proven ability to effectively resolve issues and conflicts for both internal and external customers
• Demonstrated experience managing customer and vendor escalations and relationships in an IT Managed Service or similar environment
• Demonstrated knowledge of industry best practices
• Comp TIA, Microsoft, WatchGuard certifications an asset
• ITIL foundations certification required
• High Degree of comfort with complex technical environments

What You Can Expect From Us

We take pride in our forward-thinking, dynamic culture that champions diversity and inclusivity and fosters a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Here are some of the components of our total rewards plan:

✓ Health Spending or RRSP Matching

✓ Three weeks vacation plus extra Flex Days

✓ Flexible Work Arrangements

✓ Reimbursements for educational advancement and certifications

✓ Leadership development opportunities and growth coaching