Support and Services Manager

CANSEL; Calgary; On-site; CAD 90,000 - 130,000; Full time

Job summary

CANSEL in Calgary is seeking an experienced professional to lead expert services delivery, bridging internal teams and client needs. You will oversee consulting, implementation, and technical support, ensuring projects are completed on time and within budget while exceeding client expectations.

The role emphasizes strategic thinking, exceptional communication with executives, and mentorship of staff. Travel to job sites and strong understanding of industry workflows are required to drive

Qualifications

• Survey, 3D scanning, detailing, engineering, trades background
• Able to travel
• Organized with end-to-end project oversight
• Understanding of industry workflows and processes

Responsibilities

• Oversee service delivery and project management to meet timelines and budgets.
• Manage client relationships and act as senior escalation contact.
• Monitor KPIs and optimize resources to maximize billable utilization.
• Recruit, mentor, and conduct performance reviews for staff.
• Develop long-term service offerings and go-to-market plans.
• Present to executives and lead high-stakes negotiations.
• Stay current with industry products and best practices.
• Travel to client sites as needed.

Skills

Service delivery

Project management

Client relationship management

Strategic thinking

Communication

Organization

Leadership

Mentoring

Education

Engineering or trades 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