Service Delivery Manager - IT Infrastructure

Join Export Development Canada (EDC) as an IT Infrastructure Service Delivery Manager in Ottawa and contribute to improving customer satisfaction through effective service delivery management. Leverage your expertise to enhance infrastructure processes in a dynamic service-oriented environment.

In this permanent position, you will serve as the key liaison between customers and IT service providers.

Your role focuses on ensuring high-quality service delivery while managing customer feedback and guiding service improvements. Experience in incident management and a strong understanding of infrastructure operations will be crucial as you drive strategic enhancements.

Key Responsibilities:

• Establish strong communication with customers to gather feedback

• Implement process improvements for service delivery

• Provide guidance to infrastructure teams based on performance data

• Act as escalation point for issues requiring attention

• Monitor and report on service performance metrics

Requirements:

• Relevant university degree in IT or computer science

• At least 7 years in service delivery roles

• Strong knowledge of IT infrastructure

• Excellent problem-solving and analytical skills

• Proven record in customer service management

Utilize your skills to create impactful service delivery strategies at EDC.
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