Senior Manager, Technical Services

  • Location: Edmonton, Alberta
  • Type: Permanent
  • Job #4126

Senior Manager, Technical Services
Location: Edmonton, AB
Opportunity at Microserve

 

Position Overview and Summary:  

Microserve is growing rapidly in Alberta, and we’re looking for an experienced, business savvy services leader in Edmonton, AB to join our team as we take our business to the next level. 

This position requires a seasoned IT services leader who, can support the needs of large, complex IT organizations in Alberta. The senior services manager will have overall responsibility for delivery of in scope IT services, related projects, P&L management for several large IT contracts and managing a team consisting of project managers, service delivery managers, as well as various technical analysts. The successful candidate will be a hands-on, operational leader with the ability to both see the big picture and dive deep into the details of day-to-day service delivery.  

This position will report to the Director of Alberta Region. 
 

Key Responsibilities 

  • Responsible for overseeing and coordinating all aspects of service delivery for assigned clients. 

  • Overall contract management to ensure that we consistently deliver against our commitments. 

  • Coordinate and facilitate client meetings and reporting as required. 

  • Act as a primary escalation point to address and resolve any service delivery issues. 

  • Provide leadership and support to Microserve teams delivering services to our client. 

  • Manage financial, utilization and quality management, on a per client, per engagement/project, and aggregate (P&L) basis for services business to ensure assigned accounts are profitable. 

  • HR responsibility for services team members, such as Service Delivery Managers and Project Managers including hiring, coaching, training, technical certification, and performance management. 

  • Collaboration with other Microserve leaders and team members as appropriate to ensure financial health as well as ongoing service quality. 

  • Collaborate with technical resources and business subject matter experts to make sure the service provided meets business requirements. 

  • Regularly monitor and inspect service performance in relation to client KPIs and SLAs.  

  • Work with project managers and clients to define and plan for project requirements. 

  • Provide oversight to overall project portfolio and governance, including closely monitoring scope and project success measures. 

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

  • Establish standards, policies and procedures with relation to service delivery. 

  • 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. 

  • Present business reviews to customers on a regular cadence. 

 

Qualification and Requirements: 

  • 10+ years' Service Delivery Management experience in a complex, multi-stakeholder, enterprise environment. 

  • 5+ years within the IT industry relating to end user computing  

  • Post-secondary education in a related field (Business or IT) is considered an asset. 

  • ITIL certification strongly preferred. 

  • Project management experience and certification (PMP) considered an asset. 

  • Demonstrated financial acumen and P&L management experience. 

  • Proven communication and presentation skills. 

  • Strong Microsoft Office skills, including Excel, Visio and Project. 

  • Experience with data analysis and reporting tools, such as Excel, Power BI and/or Tableau, as well as IT Service Management systems, an asset. 

 

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 450 team members, and are one of the largest technology solutions providers, recognized our ability to deliver and innovate to meet the changing needs of our clients. 

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