Service Manager - DTS031

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 Manitobas 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.

Role Description

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

The Resource must have the following minimum qualifications or experience:

• 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
  
  

The following experience will be considered an asset to this role:

• 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.