IT Service Delivery Manager

Job Responsibility: Long View. A career that helps you get more out of life. A Long View career helps you get more out of life. We don't just say it, we prove it. Every day. We're proud of our reputation as one of North America's most dynamic IT providers — and we're even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you'll see how our company's core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 90% of Long View team members rated Long View as a good or great place to work! Are you passionate about leading people and going above and beyond to deliver an exceptional experience for clients? We are looking for a dynamic and customer-oriented IT Infrastructure Service Delivery Manager for our Managed Services team located in Toronto! You will lead an amazing team of individuals while supporting key clients across our organization in this fast-paced, challenging and rewarding role.

A Day in the Life:

• Ensure the service desk support team deliver professional, customer-focused, and high performing support
• Continuously review the services provided for issues or efficiencies, proactively working with the client to inform them and make recommendations for service improvement
• Assist with the development and implementation of business continuity and service recovery plans and activities
• Provide coaching and mentoring to team members to ensure that all objectives and commitments are fulfilled in line with expectations, agreements and standards
• Act as a IT infrastructure subject matter expert (SME) and one of the primary Long View contacts for your assigned client to:
• Provide status updates
• Support escalations
• Communicate concerns or general service-related information
• Help with managing client and Long View managed services interactions and provide ongoing, client-specific guidance to other service delivery teams
• Support with billing cycles inclusive of calculations, forecasting, price modeling and compiling data
• Analyze data, interpret results and provide solutions as well as recommendations
• Support internal and client escalations, work with client teams and vendors on critical infrastructure projects
• Develop and provide support to agents to foster a collaborative and positive team environment
• Develop presentations and participate in Client Executive meetings to represent the company

What You Bring:

• 5+ years of experience in an IT team lead or infrastructure service delivery lead role
• 10+ years of experience in an Enterprise IT infrastructure management environment
• Strong leadership and organizational skills
• Proactive mindset and willing to challenge the status quo
• Accountability and a team-oriented attitude
• Passion for creating and delivering an exceptional client experience
• Amazing interpersonal skills with a high degree of self-awareness & empathy
• Strong understanding of service delivery fundamentals in order to proactively identify opportunities and raise status quo
• Excellent problem-solving and multitasking skills
• Ability and willingness to be part of an on-call rotation and to act as the point of escalation to the team member on-call
• Prior experience with O365 suite, audio/video solutions, hardware troubleshooting, Azure AD, Windows OS and applications, Exchange, etc.

What Makes You Extra Awesome:

• ITIL v4
• Microsoft certifications - MCSE or similar

Why Work at Long View?

• Great people and culture
• Career growth - Permanent staff positions, paid training, career life planning, and relocation and travel opportunities
• Interesting work - Be part of exciting projects while accessing all the latest technologies
• Flexible environment - A workplace that values the importance of flexibility for personal/professional growth, happiness and wellness

Expected Salary Range $80-105k plus 10% variable earnings Want to learn more about our culture and life at Long View? Check us out on LinkedIn and Instagram! Long View's mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds. Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know