Team Lead, Service Delivery

Keyera Career Opportunity
Job Type:
Permanent
THE POSITION
Keyera is seeking an experienced and dynamic individual to join our organization as a Team Lead, Service Delivery. The service delivery team is a critical part of Keyera’s information technology department and as the Team Lead, Service Delivery, you will play a key role in ensuring the seamless delivery of high-quality IT services to our internal clients (business and other IT teams). You will be responsible for leading a team of service delivery professionals, driving operational efficiency, maintaining exceptional client satisfaction, and fostering a culture of continuous improvement. This role requires strong leadership skills, a deep understanding of service delivery processes, and the ability to collaborate across departments to ensure the successful execution of our services.
Responsibilities
Under the general direction of the Senior Manager, IT Services and Cybersecurity Manager, the Team Lead, Service Delivery will have a wide and varied range of responsibilities:

• Provide technical leadership to identify, diagnose and solve complex problems that lead to developing solutions and recommending actions.
• Handle escalated client issues and resolve service-related problems in a timely and satisfactory manner.
• Identify opportunities for process optimization and efficiency enhancements within the service delivery workflow.
• Monitor and manage key performance indicators (KPIs) to assess team and individual performance, identify trends, and take proactive actions to address any gaps.
• Conduct thorough root cause analyses to prevent recurrence and implement corrective actions.
• Maintain accurate records of client interactions, service requests, and issue resolutions. Provide technical leadership to identify, diagnose and solve complex problems that lead to developing solutions and recommending actions.
• Oversee the end-to-end service delivery process, ensuring timely and accurate delivery of services as per client requirements and service level agreements.
• Steward the IT Service Management processes including but not limited to: Incident Management, Problem Management and Asset Management.
• Implement best practices and streamlined procedures to enhance overall service quality and reduce potential bottlenecks.
• Serve as the escalation point of contact for key client relationships, addressing inquiries, concerns, and requests promptly and professionally.
• Work closely with other IT and business groups to ensure effective communication and coordination for successful service delivery.
• Prepare regular reports and presentations on service delivery performance, highlighting achievements, challenges, and improvement plans.
• Provide insights and feedback to assist in IT Application support and initiatives.
• Lead, mentor, and guide a team of service delivery professionals (Service Desk, Executive Support, Deskside and Deskside Architecture, to ensure they meet performance targets and provide exceptional service to clients.
• Manage projects related to IT Service Delivery.
• Collaborate closely with clients to understand their evolving needs and ensure alignment between service delivery and client expectations.
• As a member of the IT leadership team, participate in the Change Management and IT Leadership meetings.
• Set clear performance goals and objectives, provide regular feedback, conduct performance evaluations, and assist in professional development plans.

Qualifications
Formal Education & Certifications

• Relevant certifications are a plus.
• Technical diploma or University degree in business, management, or a related field.

Knowledge & Experience

• Strong knowledge of the Microsoft technology stack, including Azure, Office 365, SharePoint Online, SQL Server, and Windows Server.
• Proven experience (3 - 5 years) in service delivery with a track record of progressively increasing responsibility.
• Strong leadership and team management skills, with the ability to motivate and guide team members to success.
• Demonstrated ability to manage and prioritize multiple tasks and projects simultaneously.
• Excellent interpersonal and communication skills, both written and verbal.
• Proficiency in using relevant software and tools (Freshservice and ServiceNow) for service delivery management and reporting.
• Analytical mindset with the ability to use data to drive decision-making and continuous improvement.

Posting Expiry Date:
Sept 8, 2023
Keyera embraces diversity and inclusion and we’re working to create a workplace that is as diverse as the communities we serve. We support and provide an environment that allows every person to bring their whole self to work.
Keyera prioritizes the health, safety and wellbeing of workers. As a condition of employment, Keyera requires workers to be compliant with applicable health and safety policies. Candidates are advised that Keyera has indefinitely suspended its Workplace COVID-19 Vaccination Policy (the “Policy”), however, the Policy may come into effect again in the future. If the Policy is resumed, the successful candidate may be required to provide proof of vaccination. Workers who are unable to be fully vaccinated may be eligible for accommodation.
If you are interested in an opportunity to join a winning culture that fosters innovative thinking, open communication, integrity, and mutual respect then you'll enjoy your career with us!
We thank all applicants for their interest; however, only those considered for an interview will be contacted.