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Service Delivery Manager

AdientOne LLCMontreal, QC🇺🇸United States

Quick overview

SeniorityMid Senior
Work modeHybrid
LocationMontreal, QC, United States
Stakeholder ManagementMicrosoft ExcelMicrosoft PowerPointBusiness AnalysisERPConfluenceProcurementSales OperationsServiceNowJiraITIL

Job description

DUTIES AND RESPONSIBILITES:
• Responsible for elicitation, analysis, and documentation of business requirements.
• Research and exploration of user requirements, costs, and benefits in support of documentation required for the demand management process.
• Responsible for analyzing the business needs to identify new processes and process improvements that will meet those needs.
• Documents current business processes and models to define requirements and/or gaps.
• Analyze detailed system factors including input/output requirements, information and paper flow, hardware, and software needs.
• Analyze “soft" system factors including roles, responsibilities, policy, culture, etc.
• Evaluate the impact of potential software and process changes on the organization.
• Develop and facilitate groups as necessary in pursuit of eliciting and defining requirements.
• Assist in the creation of the business case documentation.
• Understanding of architectural consistency and usability standards.
• Defines and develops user test cases and validates test results during testing.
• Executes unit and functional test cases.
• May conduct system demonstrations and training sessions, as well as participate in design/review of training content.
• Plays a third level support role by helping to troubleshoot and resolve issues with production systems.
• Participates in associate meetings and communicates any concerns to management.
QUALIFICATIONS AND REQUIREMENTS:
• Bachelor’s degree in computer science, Information Systems, Business, or another related field or equivalent work experience.
• Proven experience leading data migration requirements from legacy systems into a new ERP (Sage X3) environment
• Strong hands-on expertise in requirements elicitation, documentation, and management, with emphasis on data mapping, transformation rules, and validation
• Deep understanding of data structures, data quality, and migration best practices, with the ability to identify gaps and risks early
• Self-driven and accountable professional with strong stakeholder management and communication skills, able to drive outcomes with minimal oversight
• Working knowledge of Confluence and JIRA.
• Experience in any of the following business areas is desired: Sales operations, order entry, accounting, finance, procurement, warehouse operations, order management, and order fulfillment.
• Minimum of 3-5 years’ business analysis or systems analysis experience is preferred.
• Bonus: Sage X3 experience (ERP).
Associate is expected to operate at a proficient level across the following areas of technical knowledge and skill:
• Ability to organize and prioritize work.
• Detail oriented, proactive, creative, and efficient
• Intermediate level abilities in Excel, Outlook, PowerPoint, Visio, and Word
• Familiarity with application integration methods to include understanding of data mapping process.
• Ability to effectively work both independently and collaboratively in a team environment
• Ability to work on simultaneous and complex projects, with domain expertise in at least one business area.
• Expertise in ERP solution selection and implementation is a plus
• Ability to communicate effectively to both technical and non-technical audiences in written and non-written format
• Ability to work with all levels of associates
• Ability to work with minimal supervision in a very dynamic environment
• Ability to learn new systems and tools
• Knowledge of software development life cycle methodologies, processes, and procedures.
• Active listener
• Effective in a variety of formal/informal presentation settings: one-on-one, small, and large groups.

Job Title: Service Delivery Manager – Service Desk & EUC

Location: Montreal, QC

Duration: 8 Months

Mandate

We are looking for an experienced Service Delivery Manager to manage the day-to-day delivery of Service Desk and End User Computing services and play a key role in an upcoming change of service provider.

Reporting to the Senior Manager, Infrastructure & Operations Support, this person will ensure operational stability while participating in the negotiation of the new Service Desk contract and leading the operational transition to the new provider.

Key Responsibilities

  • Manage day-to-day Service Desk and EUC operations, including incidents, requests, service performance and escalations.
  • Act as the primary operational escalation point for Service Desk services.
  • Manage supplier performance and ensure appropriate corrective actions when required.
  • Participate in the negotiation and finalization of the new Service Desk contract, including SLAs, KPIs, responsibilities, governance and escalation processes.
  • Lead the operational transition from the current provider to the new provider.
  • Coordinate knowledge transfer, documentation, processes, access, tooling and operational readiness.
  • Manage transition risks and dependencies with internal IT teams and suppliers.
  • Coordinate cutover, go-live and post-transition stabilization.
  • Establish effective governance and performance reporting with the new provider.
  • Identify opportunities to improve service quality and end-user experience.

Experience & Profile

  • 8+ years of experience in IT Service Delivery, Service Management or IT Operations.
  • Strong Service Desk and End User Computing experience.
  • Experience managing outsourced IT services and large technology suppliers.
  • Experience with contract negotiations, RFPs and supplier management.
  • Previous experience transitioning IT services between managed service providers is strongly preferred.
  • Strong knowledge of ITIL, Incident Management, Service Request Management and Service Level Management.
  • Experience with ServiceNow and managing SLAs/KPIs is an asset.
  • Fully bilingual in French and English, with strong verbal and written communication skills in both languages.
  • Strong leadership, communication, negotiation and problem-solving skills.

Ideal Candidate

We are looking for a hands-on Service Delivery leader, not simply a project manager.

The ideal candidate can run the day-to-day service, challenge suppliers, participate in contract negotiations and take ownership of the transition to the new Service Desk provider, while maintaining service stability and a strong end-user experience.

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