Support and Services Manager

Cansel Group of companies; Calgary, Edmonton, Montreal (administrative region), Burnaby; On-site; CAD 90,000 - 130,000; Full time

Job summary

Cansel Group of Companies seeks a Service Delivery Leader to oversee professional services, including consulting, implementation, and technical support, bridging internal teams with clients to deliver on time, on budget and to satisfaction.

You will supervise engagements from requirements through execution, enforce standards, build long-term partnerships, and lead escalations with a focus on continuous service improvement and revenue growth. Regular site visits and travel are required.

Qualifications

• Experience in service delivery and project management within professional services.
• Ability to manage budgets, forecasting, and revenue tracking.
• Strong client relationship and senior level stakeholder communication.
• Leadership and coaching of staff; performance reviews and growth tracking.
• Travel availability and on-site engagement across client sites.

Responsibilities

• Oversee the delivery of expert services: consulting, implementation, and technical support.
• Act as the bridge between internal teams and customers, ensuring projects are completed on time, within budget, and to the client's satisfaction.
• Monitor KPIs like response times, resolution rates, and project milestones.
• Oversee the lifecycle of client engagements, from initial requirements gathering to final execution.
• Establish and enforce service standards, methodologies, and best practices to ensure consistent quality.
• Build and maintain long-term partnerships with key customers.
• Act as a senior point of contact for escalations and complex problem-solving.
• Solicit and analyze customer feedback to drive continuous service improvement (Tekla and Field).
• Manage the Professional Services budgeting, forecasting, and revenue tracking.
• Optimize resource allocation to ensure billable employees are utilized efficiently without burnout.
• Manage vendor relationships to maximize engagement and leverage resources when required.
• Recruit, train, and mentor staff.
• Conduct performance reviews and set growth targets for team members.
• Foster a customer-centric culture that emphasizes empathy and professional excellence.
• Coach to BP Swagga resales training.
• Continuous learning on how to engage customers.
• Strategic Thinking: Ability to develop long-term service offerings and go-to-market plans.
• Communication: Expert level in presenting to executives and leading high-stakes negotiations.
• Technical Aptitude: Deep understanding of the industry’s specific products or services.
• Organization: Highly proficient in managing multiple, concurrent high-priority projects.
• PersonnelManagement: Ability to listen and collaborate with team members.
• Education: Regularly attend conferences, webinars, event, associations

Skills

Strategic thinking

Executive communication

Technical aptitude

Organizational skills

People management

Customer focus

Education

Survey/3D scanning/ detailing/ engineering background

Job description

Oversee the delivery of expert services:consulting, implementation,andtechnical support.

Act as the bridge between a company’s internal teams and its customers, ensuring projects are completed on time, within budget, and to the client's satisfaction.

Core Responsibilities

• Service Delivery & Project Management:
• Monitor key performance indicators (KPIs) like response times, resolution rates, and project milestones.
• Oversee the lifecycle of client engagements, from initial requirements gathering to final execution.
• Establish and enforce service standards, methodologies, and best practices to ensure consistent quality.
• Client Relationship Management:
• Build andmaintainlong-term partnerships withkeycustomers.
• Act as a senior point of contact for escalations and complex problem-solving.
• Solicit and analyze customer feedback to drive continuous service improvement(Tekla and Field).
• Manage the Professional Servicesbudgeting, forecasting, and revenue tracking.
• Optimize resource allocation to ensure billable employees are utilized efficiently without burnout.
• Manage vendor relationships to maximizeengagement and leverage resources when required.
• Recruit, train, and mentor staff
• Conduct performance reviews and set growth targets for team members.
• Foster a customer-centric culture that emphasizes empathy and professional excellence.
• Coach to BPSwaggersales training
• Continuous learning on how to engage customers
• Strategic Thinking: Ability to develop long-term service offerings and go-to-market plans.
• Communication: Expert level in presenting to executives and leading high-stakes negotiations.
• Technical Aptitude: Deep understanding of the industry’s specific products or services
• Organization: Highly proficient in managing multiple, concurrent high-priority projects.
• PersonnelManagement : Ability to listen and collaborate with team member
• Education : Regularly attend conferences, webinars, event,associations

Qualifications

• Survey, 3D scanning, detailing, engineering, trades background
• Organized
• Ability to see projects from start to finish. Scope project, build workflow, test anddevelopgo to market strategy
• Be able to travel
• Comfortable on a jobsite
• Understanding of industry workflows and processes