Service Delivery Manager

Knowit Training; Freemont; On-site; CAD 90,000 - 130,000; Full time

Job summary

A leading company in application support is looking for a Service Delivery Manager to manage critical services and lead the support team. This role focuses on enhancing customer satisfaction through effective management and strategic collaboration while ensuring high performance and adherence to service standards.

Benefits

Unlimited paid leave

100% employer-paid healthcare benefits

401k match up to 4%

$1,200 annual Learning & Development allowance

$1,200 annual Health & Wellness allowance

Sick leave accrual

100% paid parental leave up to 16 weeks

12 paid holidays annually

Employee referral program

Performance bonus

Qualifications

• 8-10+ years in IT Service Delivery and/or People Management.
• 5+ years with Enterprise clients and Workday HCM/HRM.
• Proven leadership in a 24x7 operation.

Responsibilities

• Oversee daily support activities, ensuring high-quality technical support.
• Collaborate with leadership to develop strategic plans.
• Train and coach team members to maintain high customer satisfaction.

Skills

Leadership

Data Analysis

Communication Skills

Collaboration

Education

Bachelor’s in Information Technology or related field

Job description

About the Role:

The Service Delivery Manager (SDM) for Application Support is responsible for the end-to-end management of critical application services within the People Experience organization. This role involves overseeing daily support activities, leading the application support team, and ensuring high-quality technical support and customer satisfaction. The SDM collaborates with leadership to develop strategic plans, address issues, and drive continuous improvement, ensuring timely and effective service delivery.

Responsibilities:

• Own the scope of work for application support, including planning, organizing, and supervising support activities.
• Build strong relationships within the support team, driving engagement and collaboration.
• Collaborate with leadership to develop strategic plans and manage escalations effectively.
• Continuously measure and report on the performance of the support team, ensuring adherence to SLAs.
• Train and coach L1 and L2 team members to maintain high levels of customer satisfaction.
• Identify opportunities to improve support experience and KPI performance.
• Oversee communication with stakeholders to ensure issues are resolved effectively.
• Ensure strict adherence to change management and release management processes.
• Identify and mitigate risks to client systems and services, proactively addressing potential issues before they escalate.
• Maintain comprehensive documentation of production support procedures, incidents and resolutions, and provide regular reports to stakeholders.

Qualifications:

• Bachelor’s in Information Technology, Business or a related field preferred
• 8-10+ years of overall experience within IT Service Delivery and/or People Management within an IT related field supporting enterprise clients
• 5+ years of IT Management with enterprise clients.
• 5+ years of experience with Workday HCM/HRM and managing a 24/7 production support environment with global teams.
• Proven leadership experience in a 24x7 Fortune 500 operation supporting enterprise software and systems.
• Expertise with end-to-end HR processes and workflows (HRM, compensation, benefits, engagement, talent management, etc.
• Strong data analysis experience
• Proficiency in change management and release management
• Executive communication and Presentation skills
• Ability to work in an onsite office setting 100% of the time
• Familiar with end-to-end Customer/IT support processes
• Adjusts easily to new or changing circumstances.
• A collaborative utility player mentality (low ego) with a proactive sense of curiosity
• Focuses on achieving results that promote business success.
• Demonstrate proactive and professional communication skills with all stakeholders and partners
• Maintain a professional, adaptable, and respectful manner
• Provide high quality service to all users

Compensation and Benefits:

• Competitive salary + performance bonus
• Unlimited paid leave
• 100% employer - paid healthcare benefits (medical, dental vision)
• Sick leave accrual
• 100% paid parental leave - up to 16 weeks
• $1,200 Learning & development allowance (annually)
• $1,200 Health & Wellness allowance (annually)
• Employee referral program
• 401k match up to 4%
• 12 paid holidays annually