Service Manager

Job Title: Service Manager
Job ID: 79458
Location: Winnipeg, Manitoba

Overview:
Our government client in Winnipeg, MB is looking for a Service Manager resources for a 24-month contract (an initial 6-month contract with an extension option of an additional 18 month) reference 29954-RFR-DTS-031. The position is preferred to be onsite in Winnipeg, MB but remote will be considered.


What you will be doing:
The Service Manager will be responsible for the efficient and seamless integration of interdependent services from various internal and external service providers into end-to-end services in order to meet business requirements. In addition, the Service Manager will be responsible for ensuring Managed Service Providers compliance to Service Levels in the delivery of end-to-end services.

• Provide oversight over multiple vendors, ensuring vendors are meeting the requirements

• Understand the overall setup of IT Services and roles played by various Service Providers

• Understand the Supplier SOWs and ensure suppliers are delivering work as agreed in SOW

• Accountable for the management of Service Providers performance against the contracted and agreed service levels

• Analyze understand and continuously manage interdependencies within the Service Providers for smooth operation

• Handle Dispute Management & Escalation Management to ensure smooth operations

• Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements

• Provides subject matter expertise and leadership in service management

• Communicate and collaborate effectively and have the ability to work with diverse stakeholders, colleagues, and management

• Establish and maintain strong, productive and collaborative relationships with the Service Providers

What you must have:

• A minimum of 10 years experience in the IT industry

• Extensive experience with Managed Service Providers for End User Services

• Experience with Service Level compliance

• Knowledge and deep understanding of ITIL

• Experience with financial tracking and reconciliation

• Familiarity with ITSM tools, with a strong preference for ServiceNow

• Experience in People Management / Team Leader

• Ability to work in a dynamic, fast paced, environment

Nice to have:

• Demonstrated proficiency with MS Office, including a working knowledge of SharePoint and Teams as productivity tools

• Experience in database and web development, including Microsoft Access.  

For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.com