Service Delivery Manager EUC

Match Point Solutions

Job Location:

Toronto - Canada

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

MatchPoint Solutions is a fast-growing young energetic global IT-Engineering services company with clients across the US. We provide technology solutions to various clients like Uber Robinhood Netflix Airbnb Google Sephora and more! More recently we have expanded to working internationally in Canada China Ireland UK Brazil and India. Through our culture of innovation we inspire build and deliver business results from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry-specific best practices and expertise.

We are excited to be continuously expanding our team. If you are interested in this position please send over your updated resume. We look forward to hearing from you!

Job Title: Service Delivery Manager End User Computing (EUC)

Duration: 6 Months Contract to Hire

Pay Range: CAD 70 to 75 and after conversion to fulltime the Salary Range is CAD 135K to 145K

City & State: Canada (Remote Role)

Job Description:

Our client is seeking a Service Delivery Manager End User Computing (EUC) within their Managed Services team. This role will have primary operational responsibility for delivering contractual services to the clients customers and ensuring that all services delivery commitments and deliverables required under the contractual agreement are provided in accordance with the agreed terms.
The Service Delivery Manager will be responsible for negotiation implementation and monitoring of SLAs and KPIs managing operational delivery teams to provide agreed levels of service fulfilling governance responsibilities and proactively working to improve service delivery and sustainability targets.
This role also includes financial management responsibilities in partnership with delivery leadership oversight of IT assets and resources used in the provision of services and ensuring compliance with all governance legal and regulatory requirements. The position may also oversee the management and control of contracts between internal teams and external suppliers for the delivery of services and products.

Key Accountabilities

Lead service delivery to customers to meet contracted service commitments and drive continuous service improvement.
Demonstrate experience supporting End User Computing (EUC) managed services environments.
Build strong relationships with the customers senior leadership team.
Manage and forecast account P&L (orders revenue margin) balance sheet and cash flow and contribute to TCV forecasting where required.
Own service risks control service costs and improve productivity for both the customer and the client organization.
Collaborate with customers to define requirements for new services and ensure proper service introduction and acceptance.
Ensure compliance with Change Order processes when introducing or modifying services.
Lead internal teams and external suppliers in a collaborative One Service Team partnership model.
Drive continuous improvement in service delivery standards and operational practices.
Manage service delivery teams and technical specialists supporting the customer environment.
Identify opportunities for account expansion and new business growth including renewals and change orders.

Performance Indicators & Competencies

Experience in Service Delivery Management within Managed Services particularly Workplace/Desktop Support Hybrid/Cloud Infrastructure and Service Desk operations.
5 years of experience delivering EUC-related managed services including:
- Desktop/workplace support
- Image management
- Patch management
- Device lifecycle management
- Modern hybrid or cloud workplace environments
Ability to evaluate existing EUC service delivery operations and design optimized future-state models focused on efficiency cost optimization automation and operational stability.
Experience implementing EUC service delivery optimization strategies.
Ensure service performance meets all XLAs SLAs and KPIs.
Strong analytical skills to evaluate service delivery performance and identify cost-reduction opportunities.
Experience managing account-level financials including P&L forecasting budgeting and margin management.
Ability to develop cost budgets and identify opportunities for additional profitable service revenue.
Knowledge of service availability disaster recovery (DR) business continuity security and capacity planning.
Ability to translate operational decisions into financial outcomes while maintaining service quality.
Proven track record in maintaining high customer satisfaction and implementing continuous improvement plans.
Experience with contract administration and change orders.
Strong written and verbal English communication skills and ability to interact directly with clients.
Experience managing technical delivery teams in onshore and offshore environments.
Project management experience preferred.
ITIL certification preferred.

MatchPoint Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.