A Service Delivery Manager is accountable for the quality of Support Services provisioned to our clients and for the whole lifecycle of incidents escalated to XTEL by clients, including – but not limited to – declaring major incidents and associated communications through to resolution, and follow-up on root cause identification and permanent fix implementation.

RESPONSIBILITIES

• End to end responsibility for the management, communication, escalation, investigation and resolution of incidents/service requests, ensuring client updates are timely and of sufficient quality
• Act as the primary point of contact for the customer in relation to support activities and ensure that the contracted scope of services is delivered against defined SLA’s ensuring high levels of customers satisfaction
• Monitor the progression of tickets, proactively intervening when appropriate to ensure that incidents/service requests are progressed through to closure according to the contracted service quality
• Complete post-mortem major incidents review, detailing root cause and hold customer meetings to review findings and discuss recommendations for improvement
• Setup and distribute major incident communications during the major incidents’ life cycle
• Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the Incident Management process
• Coordinate the implementation of workaround solutions to meet service restoration KPIs
• Ensure incidents records are managed and updated in the system(s)
• Provide interim and full incident reports in accordance with defined SLAs
• Notify, escalate and communicate to senior management the existence and status of major incidents as necessary
• Conduct regular customer service reviews on a monthly/quarterly basis
• Ensure changes, releases, patches or upgrades to customer production environments are managed effectively and in a timely manner through the change & release management process
• Ensures service transition & operational readiness activities are provisioned within the support organisation
• Train, coach and mentor team members across the support functions
• Manages daily the client support team, ensuring effective deployment of skills and resources to ensure all service levels are met or exceeded
• Oversee and organise shift operations for support teams

REQUIREMENTS:

• 5+ years’ experience of incident, problem or service management within an enterprise software organisation
• ITIL Foundation qualification/knowledge, or equivalent
• Proven experience implementing ITIL incident processes and tools
• Excellent written and verbal communication skills.
• Experience in ServiceNow and Jira tooling.
• Strong interpersonal skills and the ability to work with a broad range of stakeholders

Salary range:

$60 000 - $78 000 CAD

Do you have strengths you can share? If so, we’d love to hear from you. We appreciate that everyone has different backgrounds and experience, so if you don’t meet all the criteria above, please don’t be deterred from applying. We could be just what you are looking for!

Please note that this job description provides a general overview of the responsibilities and qualifications required. It is not an exhaustive list, but we believe it captures the essence of this exciting role.

XTEL is an equal opportunity employer and values diversity. All applicants will be considered for employment without attention to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.