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Procept Associates Ltd. was formed in Canada in 1983 to provide project management advisory and training services, initially to engineering and construction clients. Since its inception, Procept has established itself as a market leader and innovator in the development and implementation of project, program and portfolio management best practices; the inception and growth of the business analysis profession; the promotion of best practices in IT service management; and disaster-proofing businesses through the planning and implementation of business continuity management practices. From deep roots serving construction and engineering clients, Procept's reach has spread across many industries and all levels of government, around the world.
Job Description
This Service Manager (SM) role will report to the overall Service Delivery Lead (SDM) for Cloud Managed Services (CMS) and Managed Security Services (MSS).
The Service Manager will by extension be responsible for managing support services for CMS and MSS. The support services include but not limited to managing Service Level Agreements (SLAs), incident resolution, service requests, escalation management and any other services defined in this document. The Service Manager will be required to provide reports, insights, and feedback in accordance with the governance structures and process as defined by the Service Delivery Lead. The Service Manager will also be required to attend service governance meetings, client meetings, stand-ups as defined by the Service Delivery Lead
The governance processes are subject to change from time-to-time as the service to the client evolves or matures. The Service Manager will the therefor be expected to adapt to change as and when the need arises in accordance to the specified responsibilities of this job specification.
Key Functions and skills:
Service Management
- Monitoring Cloud Managed Services (CMS) and Managed Security Services (MSS) support functions to ensure optimal service.
- Understand compliance, governance, and SLA requirements.
- Manage client SLAs for CMS and MSS
- Maintaining high performance levels for service-related processes and assist with the implementing improvement activities wherever necessary.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery in conjunction with the offshore delivery team.
- Developing a deep understanding of al delivery aspects to gain insights into the scope of service delivery.
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization where necessary
Performance and Quality Management
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
- Providing accurate and regular reports to the management on performance of the service delivery as per the agreed reporting methodology in the contract
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between different delivery teams and our telecommunication client’s stakeholders.
Service Delivery Manager Skills
- Proficiency in leading both physical and virtual teams
- Experience in dealing with third party-provided services.
- Operational ability in a diverse, large-scale environment
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
- Mastery of ITIL (Information Technology Infrastructure Library) principles
- Expertise in people management and leadership
- Strong organizational skills
- Capacity to train and guide junior team members.
- Ability to manage and prioritize tasks efficiently.
- Solid resource planning and problem-solving skills
- Readiness to demonstrate a proactive attitude.
- Excellent verbal and written communication skills
Technical Skills
- Azure Solution Architect
- Azure Security Specialization and experience
Requirements:
- 5+ years’ experience working with infrastructure transformation and/or cloud transformation.
- Broad infrastructure technology knowledge.
- Proven experience working with transformation or migration projects with at least one of the three major cloud providers (Microsoft, Amazon, Google).
- Hands-on experience building solutions with at least one of the three major cloud providers.
- Certified Architect or equivalent with at least one of the major cloud providers.
Professional Skills:
- Excellent communication skills (both written and oral)
- Strong interpersonal skills
- Ability to be flexible and work analytically in a problem-solving environment.
- Attention to detail
- Strong organizational and multi-tasking skills
- Strong analytical skills and thought processes.
Core Responsibilities:
- Effectively managing key stakeholders both internally and externally to the organisation
- Lead delivery teams performing cloud strategy work or cloud readiness assessments.
- Lead delivery teams delivering large scale transformation projects building infrastructure, implementing automation, DevOps, containers, security controls and monitoring tools.
- Lead sales teams to help shape relevant solutions and requirements fitting well to our Cloud First strategy as a Subject Matter Expert.
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