Client Delivery Executive

  • Location: Burnaby, British Columbia
  • Type: Permanent
  • Job #3272

Client Delivery Executive 
Opportunites at Microserve
Location: Vancouver, B.C

Position Summary: 

Microserve is looking for an experienced Client Delivery Executive (CDE) to join our team in providing onsite support at our client’s location. This position requires a seasoned IT services leader who has the necessary aptitude to work alongside a high-profile client. The CDE will have overall responsibility for management of Microserve’ s relationship with assigned client, including managing delivery of all in scope IT services, related IT projects, and P&L management. 

The CDM will manage two dedicated teams that focus on application maintenance and IT infrastructure services and bring in additional Microserve teams as appropriate to optimally meet the needs of the client. The CDM also provides input to the overall delivery approach and associated resourcing and must have the ability to prioritize a high number of projects, tasks, and reporting effectively to the client executives regarding the status of specific projects. The Client Delivery Executive is ultimately accountable for overseeing the delivery, management and growth of complex, multi-disciplinary solutions.   

Responsibilities:  

  • Lead multi-disciplinary teams responsible for delivering IT services to our client 

  • App maintenance team whose ultimate responsibilities are app bug fixes, updates and overall currency maintenance 

  • IT infrastructure team whose ultimate responsibilities are supporting end users’ use of their IT Infrastructure and applications by phone, Microsoft Teams, TeamViewer, and when necessary and possible in person. This includes client supplied and personal desktop, and laptop hardware, software, operating systems and system administration. 

  • Provide leadership and support to Microserve employees and contractors delivering services to our client 

  • Responsible for generating reporting for Microserve executive leadership as required, focusing on providing status, risk management, and overseeing corrective actions being taken by the delivery team required to ensure success. 

  • Manage the IT application, data, and infrastructure environment as well as the IT staff to ensure service levels are high and meet business needs. 

  • End to end management of assigned teams including hiring, coaching, training, performance management, needs definition and compensation strategy 

  • Comprehensive financial and contract management for the relationship 

  • Maintaining end-to-end accountability for client satisfaction and overall delivery excellence 

  • Participate in IT strategy planning activities 

  • Ensure the infrastructure team is mitigating, monitoring and managing infrastructure related risks 

  • Establish standards, policies and procedures with relation to Information Technology. 

  • Identify appropriate product/service offerings to meet the client’s needs 

  • Work cooperatively and collaboratively with other Microserve teams as appropriate and requested on an ongoing basis to the benefit of the overall company 

 

Required Skills & Experience: 

  • 10+ years hands on experience in IT service management and service delivery relating to both infrastructure and application services in an enterprise environment 

  • ITIL or ITSM certification strongly preferred 

  • 5+ years of direct, end-to-end people management experience 

  • Project management experience and certification considered an asset 

  • Experience working for an IT service provider in a client-management role strongly preferred 

  • Demonstrated financial acumen and P&L management experience 

  • Experience in an industry with stringent privacy and security requirements 

  • Ability to work onsite in downtown Vancouver 

 

 

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