About the Company -

About the Role

As a Service Delivery Manager 1, you will play a crucial role in ensuring thesuccessful delivery of services to our clients. You will oversee the execution of servicedelivery processes, manage client relationships, and drive continuous improvementinitiatives to enhance service quality and efficiency. This role requires strongleadership skills, effective communication, and a focus on meeting clientexpectations while adhering to service level agreements (SLAs).

Responsibilities

- Serve as the primary point of contact for assigned clients, understanding theirservice needs, objectives, and expectations.
- Develop and maintain strong relationships with clients, acting as theiradvocate within the organization and ensuring alignment between clientrequirements and service delivery capabilities.
- Collaborate with internal teams, including operations, technical support, andproject management, to ensure timely and effective delivery of services toclients.
- Monitor service delivery performance against established SLAs, KPIs, andquality standards, identifying areas for improvement and implementingcorrective actions as needed.
- Conduct regular service reviews with clients to review performance metrics,address concerns, and identify opportunities for service enhancements.
- Coordinate service delivery activities, including service requests, incidentmanagement, change management, and service transitions, ensuringadherence to established processes and procedures.
- Lead and mentor a team of service delivery professionals, providing guidance,support, and training to ensure high performance and professionaldevelopment.
- Develop and implement service improvement initiatives, processoptimizations, and best practices to enhance service delivery efficiency andeffectiveness.
- Prepare and present regular reports and updates to senior management andclients, summarizing service delivery performance, achievements,



and areasfor improvement.
- Stay informed about industry trends, emerging technologies, and bestpractices in service delivery management, incorporating relevant insightsinto service delivery strategies and processes.
- Drive continuous improvement culture within the service deliveryorganization, fostering innovation, collaboration, and accountability amongteam members.
- Ensure compliance with company policies, procedures, and regulatoryrequirements related to service delivery operations and client engagements.

Qualifications

- Bachelor's degree in business administration, information technology, or arelated field (or an equivalent combination of education and relevantexperience).
- Minimum of 3-5 years of experience in service delivery management, clientrelationship management, or a related field, preferably in the IT servicesindustry.
- Proven track record of successfully managing client relationships anddelivering services to meet client expectations and SLAs.
- Robust leadership and management skills, with the ability to lead andmotivate teams to achieve goals and objectives.
- Excellent communication and interpersonal skills, with the ability toeffectively interact with clients, colleagues, and stakeholders at all levels.
- Solid understanding of service delivery processes, ITIL framework, andindustry best practices for service management.
- Experience with service management tools and systems, such as ServiceNow,Remedy, or similar platforms.
- Strong problem-solving skills and analytical abilities, with the ability toidentify issues, analyze root causes, and develop effective solutions.
- Ability to prioritize tasks, manage multiple projects simultaneously, and meetdeadlines in a fast-paced environment.
- Commitment to delivering exceptional service quality, driving continuousimprovement, and fostering a customer-centric culture within theorganization.

Required Skills

Preferred Skills

Pay range and compensation package

Equal Opportunity Statement

📌 Service Delivery Manager (Burnaby)
🏢 XBP Global
📍 Burnaby