Service Delivery Manager (Contract)

Job Category

Technology

Pay Range

$66,605.00 - $155,405.00

Disclaimer: The base salary range represents the low and high end of the Altus Group’s salary range for this position in the primary work location. Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The pay range listed above does not reflect Altus Group’s total compensation for employees. Other rewards may include an annual bonus, flexible work arrangements, and many region-specific benefits.

Opportunity Awaits at Altus Group!

The Opportunity

Act as the liaison between Altus business lines and Altus IT Service Management teams, to represent the Altus business interests with respect to the services required and to coordinate with the IT Service Management teams. This is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

Key Responsibilities

• Perform business negotiations and manage business expectations.
• Report delivery status to customers and develop required delivery documentations.
• Identify and coordinate service improvements and develop processes to achieve cost effectiveness and business value.
• Service definition and design to enhance IT services so to better address business needs and improve end user experience.
• Pro-actively monitor IT service operation procedures and IT related projects to ensure business is satisfied with the IT services and operations.
• Coordinate resolution of any reliability issues, monitoring of service metrics, managing budgets and helping lead the professionals responsible for getting services delivered to clients.
• Develop high level scope and budget for delivery projects.
• Act as an internal resource to optimize systems and processes, which might include troubleshooting technical issues, ensuring that service agreements get met and assisting with contract renewal.
• Collaboratively, working with business and different IT teams (service desk, project management, ERP, HR, Finance) to deliver useful solutions to business IT needs.
• Actively participate in major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.
• Monitor the quality and performance of IT Services; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Facilitate an environment in executing Altus’s business strategy through partnership with IT services.
• Champion Service and Support in projects and developing a strong understanding of projects impacting assigned service area and ensuring service impact is minimized and agreed.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Analyze business goals and demand and help coordinate delivery priorities.
• Ensure efficient and effective end-to-end lifecycle for Delivery Processes.

Qualifications

• Bachelor of Science in Computer Science required
• Minimum 7 years of relevant experience
• Able to manage and prioritize tasks and time efficiently
• Excellent leadership and interpersonal skills, written and verbal communication skills, business facing/business service skills, business acumen, and organizational skills
• Experience managing 3rd parties and 3rd party delivered services
• Experience with current best practices in IT standards, principles, and security practices
• Expert knowledge of ITIL disciplines; ITIL Certified
• Previous experience as a Team Lead or demonstrable experience in leading virtual teams
• Self-motivation and able to take responsibility
• Certification in ITIL and PMP preferred
• Able to demonstrate initiative and a proactive approach to daily tasks
• Able to work under pressure and meet deadlines
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

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Come realize your potential at Altus Group!

Altus Group is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and where every employee has the opportunity to realize their potential. We are committed to providing reasonable accommodations, if required, and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please contact us at [email protected] or 416-641-9500.