Service Delivery Manager - Audio Visual

About Us

At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Halifax, Victoria, Calgary, and Edmonton, we employ over 550 team members, and are one of the largest technology solutions providers, recognized for our ability to deliver and innovate to meet the changing needs of our clients.

Position Overview

The Service Delivery Manager is responsible for primarily co-coordinating the delivery of Audio Visual services to key enterprise customers and being able to manage technical services clients and projects by acting as the bridge between the client and our operational delivery teams.

You will have a hands-on approach and will be committed to the expansion and success of the business by managing all aspects of the delivery of services between Microserve and our clients to ensure targets are achieved. You will also be responsible for leading various projects in relation to service delivery while working closely with technology and building client relationships.

Responsibilities:

• Manage and monitor all aspects of service delivery, including ongoing operational support as well as project-based services
• Collaborate with the service coordination team to manage engagement schedules and commitments
• Work closely with Technical Services Team to make sure that time tracking, and invoicing remains current and up to date
• Perform ongoing service level management and reporting, monitoring all service activity, and keeping track of both continuous improvement opportunities and issues that are identified and brought forward
• Support sales team in the successful positioning, sale, and delivery of IT services and related solutions
• Manage the Profit and Loss reporting for projects and services engagements related to specific clients
• Responsible for overseeing and coordinating all aspects of service delivery for specific clients
• Coordinate schedules and resources, liaising between clients and Microserve Service Delivery teams
• Managing the coordinators for the day-to-day activities of the team
• Identify and coordinate resource requirements for potential engagements to allow for the proactive planning and/or procurement of resources
• Monitor assigned services engagements, ensuring appropriate communication and reporting, and escalating any issues appropriately to management or client staff
• Document policy and procedures to support on-going operations
• Monitor field work activities, respond to and resolve issues or problems that arise in the field, ensure contract obligations are met, and ensure quality of work performed meets requirements
• Responsible to contribute to annual performance reviews
• Motivating the team to achieve organizational goals

Project Management:

• Manage the profitability of projects
• Guide the successful achievement of the objectives, in collaboration with the other members of the leadership team
• Manage the day to day operations of project team both virtually and via team meetings
• Work with the design team to produce project plans and schedules required for the successful delivery of project
• Collaborate with technical resources, business subject matter experts to ensure the technical performance meets with expectations
• Gather and analyze, and be familiar with all phases of the system development lifecycle

Client Relationship Management:

• Initiate and participate in Root Cause analysis and dispute resolution with key client contacts and/or with the Senior Services Manager and additional Microserve resources as required
• Network to improve the presence and reputation of the branch and company and achieve client relationship targets and any associated KPI’s
• Collaborate closely with the AV operations and Services Manager and cooperate with additional account representatives
• Keep the Senior Services Manager informed of all customer satisfaction issues and act expeditiously to mitigate each instance

Qualification and Requirements:

• Strong Microsoft Office skills, including Excel, Visioand Project
• Strong understanding of the importance of technical change management protocols in a large client business environment
• Post-secondary credentials related to information technology or an equivalent combination of experience and/or training in a similar organization working with large client(s)
• Ability to multitask and handle many different concurrent tasks to ensure all projects and operational outputs are delivered on time
• Successful completion of a Criminal Background check
• 2+ years of experience working in the AV or IT industry, including experience successfully managing the delivery of AV and IT services and projects
• Driver’s license and availability for occasional travel
• Acceptance of and willingness to comply with all health and safety requirements as identified by Microserve and/or by our clients
• Experience leading teams
• PMP certification or working towards certification is considered an asset
• ITIL foundations or other related certifications strongly preferred
• Experience with or strong understanding of modern video conferencing and collaboration
• Exceptional organizational skills and attention to detail
• Strong analytical and planning skills