Job Title

Senior Service Delivery ManagerReports to: Director, Service DeliveryLocation: Canada/HybridThe Senior SDM understands all contracted scope, performance levels (SLO/SLA), service offerings and capabilities, which enables them to assist the client in maximizing the value of Centrilogics business model and solution delivery organizations. They utilize IT service management, relationship management and project management principles, as well as administrative resources, tools, and processes to perform their responsibilities.This position is one of leadership and mentorship to all Service Delivery Managers on the team. Assisting the Director, Service Delivery in establishing effective processes and tools to aid in the tracking of team goals and using extensive experience to establish excellent interactions with other teams such as Sales, Operations, PMO, Professional Services and others.The Senior SDM brings a high sense of urgency, in the understanding that our clients success is our guiding principle.The role manages a dynamic set of top accounts primarily from the highest touch, strategic or complex set of accounts, by essentially carrying out duties pertaining to the following business functions:Engagement GovernanceBuild and maintain strong relationships with clients at both operational and managerial levelsEnsure the delivery of all service deliverables is in accordance with the terms and conditions of the Managed Services contractAct as the client advocate for all matters relating to Managed Services deliveryEnsure alignment with technical operations teams delivery by providing context and client perspectiveActive role in onboarding of new clients. Responsible for onboarding of new services for an existing client.Lead key service related communications with the client, in partnership with Service/Ops/Account teamsProvide guidance, manage expectations and, at times, push-back on client requests with support from CSM and/or Ops leadershipClient Health Monitoring and Run State AssessmentMeasure and evaluate customer satisfaction (CSAT) and coordinate necessary actions to achieve desired outcomesContribute to monitoring, proactively assessing client retention risk, and raising awareness internallyAssist operations in developing and track completion of service improvement plans with clear definition of desired outcomes; support the communication of related operational improvements to the clientEnsure that clients SLAs and other contractual agreements are tracked, reported and met, with support on reporting from Service / Operations functionsMeasure overall client Run State by consolidating health factors into single indicatorService GovernanceTrack SLA compliance via existing reports provided by Service/Ops teams, obtained via data from various service management toolsTrack any other contractual service-related KPIs relevant to client business that have dependency on managed services deliveryPresent operations service metrics and KPIs during Monthly or Quarterly Operations Reviews (MOR/QOR), utilizing data/graphs provided by operations teamsContribute relevant service delivery data for Quarterly Reviews presented by Account Executives / CS colleaguesProvide intake channel for feedback and discussion on opportunities for service improvementWhen items get escalated or prioritized by client, support technical teams by providing the required context and drive fast turnaround times on issue/incident resolutionIdentify and mitigate risks that could impact service deliveryBe the point of contact for service delivery issues communicated by clients and initiate escalation for service issuesWith a focus on ITIL Incident, Change, and Service Request Management, work in collaboration with the operations teams to continuously improve the service delivery experience by advising on best practices and process/practice improvementsAdvise on efficiency and optimization for in-scope servicesSupport P1, Mmajor Iincident or escalation scenarios with client management and client communications, working in tandem with technical SMEs and designated major incident managerContribute to Post Incident Reports (PIR) for qualifying incidents and support the delivery of PIRs to the clientBe aware of major account activities (projects, proposals) to ensure interdependencies with incoming client requests are managedAttend change management calls to represent changes with technical SMEs are required, and assist support staff in representing changes effectivelyTouchpointsEnsure the contractual cadence of touchpoints is followed in alignment with Account Executives/CS colleaguesIf applicable, gather necessary data, context, and insights and deliver weekly or bi-weekly reviewsCoordinate required touchpoints as outcomes necessary to improve client run state:Additional calls with SDM and/or Client Success Manager (CSM)Calls including technical operations delivery team(s)Calls with Centrilogic leadership as outcomes for significant escalationCustomer on-site visits when required and feasibleOnboarding/Offboarding CallsMentorship and Administrative AreasLeveraging their extensive experience, the Senior SDM is expected to significantly contribute to the teams overall effectiveness by assisting the Director , Service Delivery with various efforts such as:Hands on in creation of comprehensive knowledge base which serves as a valuable resource for the entire Service Delivery team.Setting internal/team KPIs and establishing robust mechanisms for measuring these metrics ensuring the teams goals are met efficiently.Lead process design and implementation ensuring workflows are optimized and aligned with Centrilogics obectives.Perform Invoice Validation tasks to ensure timely and correct billingSubmit requests for contract renewals and changes (addition and removal) of services and licenses under $5KProvide required commercial details for minor order submissions performed by other TSDS teams and follow-up on said submissions.Experience RequiredExcellent verbal and written communication skillsMinimum 12+ years in technical customer relationship management positions such as Client Success Management, Project Management, Account Management, and Team LeadBachelors degree in engineering, Information Technology, or equivalent.Direct customer advocacy and engagement experience in post-sales or professional services functions and working in a complex IT environmentExperience in designing workflows and processes to better interface Service Delivery with other teams (Sales, Operations, PMO, etc.)Project Management experienceAbility to move between service / operational mindset to crisis management mentalityStrong desire and passion for learning new concepts and technologiesExcellent problem solving, problem resolution and analytical skillsAbility to grasp and explain complex technical concepts to a variety of audiences including non-technical stakeholdersAbility to build and manage trusting relationships with large clientsAbility to multitask and balance competing requirementsProactive and ability to work with minimal direct supervisionTake and lead initiatives to successfully complete assigned projectsAzure and AWS Foundational CertificationsDesirable Skills, Experience and QualificationsMasters in Business Administration (MBA) or equivalentWorking Knowledge of Lean Methodology