Requisition Number: 81149 Managed Services - Service Delivery Manager
The Service Delivery Manager will focus on successful customer experiences and will directly interact with our customers, Service Delivery, Practice teams, and sales to deliver the highest quality of services and customer experience.
As Service Delivery Manager, you will be focused on scaling the company's services portfolio to meet our customers business demands. This will include responsibility for driving healthy services revenue and gross margins. Serving as the vital link between the Customer, Sales, and the Services Teams your experience and passion for excellence will be an important part of Insight Canada's success.
Responsibilities: Customer Experience
- Engage regularly, often daily, with the customer to provide the best customer experience.
- Bring a high sense of urgency around role & charter - understand that Customer Success is the #1 core value of Insight Canada
- Maintain customer relationships and cadence at the IT leadership and C-suite levels.
- Measure and evaluate customer satisfaction (CSAT) and respond to CSAT results and responses.
- Build a strong understanding of the customers business, results, goals and IT alignment, competitive landscape, and industry influences.
- As a customer advocate you will represent the customers interests within the service operations teams while ensuring quality delivery for contracted services.
- Prepare and present operations service metrics and KPI's during Monthly Operations Reviews (MOR) and Quarterly Business Reviews (QBR).
- Prepare and facilitate the Annual Executive Review focused on business results, industry trends, and IT innovation to provide a competitive advantage for your customer.
- Work collaboratively with the sales organization and to introduce innovative IT solutions and services to help the customer achieve their business goals and objectives.
- Maintain strong understand of all our services capabilities, and vendor and partner offerings to provide the best customer experience and outcomes.
- Provide program oversight for customer deployments and scale the team with subject matter experts and project management resource to deliver desired results.
- Manage contract Change Requests and communicate to appropriate teams/organizations.
- Act as an escalation and communication point of contact for service interruptions impacting customers business operations or workflows.
Operational Management
- Work in collaboration with the service operations teams to continuously improve our service delivery experience.
- Participate in problem and incident resolution and lead root cause analysis.
- Responsibility to manage the service contract P&L and provide regular updates to the Insight leadership teams.
- Support the services teams during event escalations requiring customer communications.
- Provide supportive and proactive feedback to the services teams to encourage positive behavior.
- Manage the quality, consistency, accuracy, completeness, and timeliness of service delivery governance programs.
Qualification and Skills:
- A minimum of 5 years' experience in a Service Delivery, Account Manager, or Operations Management role or similar position.
- Minimum of 10 years' experience in the IT industry preferably with knowledge of infrastructure and business applications.
- Enthusiastic team player with openness and willingness to share ideas.
- Insatiable desire to create new opportunities for our clients.
- Passion for learning.
- Excellent communication skills and ability to articulate complex technical solutions to various audience levels of expertise Strong customer facing skills and an demonstrated ability to shorten time to value for customers.
- Ability to travel - approximately 25%.
- Bilingual English/French will be given priority consideration.
About Insight Insight's success begins with our people making meaningful connections every day. Our culture lives in our teammates. Insight is looking for great people who will embrace our values of Hunger, Heart and Harmony. Hunger to create new opportunities for our clients. Heart to make a positive impact in people's lives. Harmony to celebrate each other's unique contributions to bring solutions to clients.
Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com
- Founded in 1988 in Tempe, Arizona
- 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
- $8.3 billion in revenue in 2020
- Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
- 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
- Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
- Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance
Today's talent leads tomorrow's success. Learn about careers at Insight: canadajobs.insight.com .
Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.
Posting Notes: Calgary || Alberta (CA-AB) || Canada (CA) || None || None || CA - Calgary, AB; CA - Edmonton, AB ||
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