Manager, Application Support and Managed Services

Location: Edmonton, Alberta, Canada

Type: Full Time

Min. Experience: Executive

Do you have a passion for building relationships and driving results? Do you thrive in an entrepreneurial environment where you can see your ideas executed? Do you want to grow your career while working for one of the 10 Fastest Growing Companies in Canada?

DevFacto’s Application Managed Services is a highly strategic and rapidly growing division of DevFacto’s business offerings to clients as part of its ongoing commitment to end-to-end software design and delivery excellence.  To this end, DevFacto is strengthening and continually growing its application managed services (AMS) offering to increasingly align with industry standards and the business needs of the growing enterprise.

As the Manager of Application Support and Managed Services, you will be the primary subject matter expert and take the lead in the development and implementation of the supporting processes and systems to realize this goal.  As service capabilities are implemented, you will directly oversee and manage the execution and delivery of managed services by DevFacto teams geographically dispersed throughout western Canada.

Responsibilities:

Develop and Implement Managed Services Processes and Systems

  • Develop a strategy to successfully develop and implement the managed services delivery components as defined by the Product Owner
  • Become the subject matter expert (SME) and interface with the Product Owner to ensure execution is aligned with the strategic vision for managed services
  • Design, develop, and maintain service delivery functions including processes, procedures, toolsets, and systems for managed services based on industry best practices and frameworks
  • Develop a joint operational governance model to ensure successful guidance and oversight of managed services engagements between DevFacto and our customers
  • Develop a catalog of business and technical SLAs, along with associated systems to measure, monitor, and align managed services delivery to developed SLAs
  • Ensure services delivery components have robust documentation, processes and support frameworks in place
  • Implement the newly developed managed services processes and systems as they are completed
  • Modify and mature existing service processes and systems to align with the newly developed ones

Team Management and Managed Services Delivery

  • Directly manage operational teams in the day-to-day delivery of developed managed services
  • Provide training to team members on the design and execution of service delivery components
  • Oversee the assignment, follow-up and solving of any customer service requests provided by the managed services team to ensure SLA targets are achieved
  • Oversee the assignment, follow-up and delivery of any proactive services provided by the managed services team to ensure SLA targets are achieved
  • Work with the managed services team to resolve customer issues in a proactive and professional manner ensuring confidence is maintained or restored
  • Where necessary, deliver proactive remote management, problem management, monitoring and reporting of customer managed infrastructure and solutions
  • Set clear objectives, track progress and instil a high performance, team-based culture with an emphasis on service excellence and ownership for resolving customer issues
  • Champion an employee-oriented corporate culture that emphasizes engagement, quality, continuous improvement, retention, results, and customer service
  • Take the lead role in sourcing, hiring, training, certifying, and mentoring all necessary personnel to ensure that the operations of the managed services team are conducted to the highest quality standard

Customer Management

  • Engage with DevFacto managed services customers, building trusted long term partnerships
  • Participate in service reviews by engaging with senior stakeholders in customer accounts
  • Ensure the customer needs are met to the highest standards possible by the DevFacto managed services team

Sales and Cross-Functional Support

  • Provide leadership and guidance to managed services product, sales, and marketing teams during the pre-sales, design, pricing, and implementation phases of managed services
  • Provide first-line support to the sales team for any RFP, RFI, contract negotiation, proof of concept, business case, or other sales-related requests and processes
  • Participate in the presentation of technical aspects of managed services functions as required during pre-sales meetings with prospective customers
  • Work with the customer or prospect to refine the proposed solution by successfully negotiating the complex delivery terms associated with a multi-year managed services agreements

Continual Improvement of Managed Services

  • Proactively engage in the continual improvement of managed services processes and services to ensure an increasingly efficient and competitive offering
  • Work with the Product Owner to recommend and bring to market new products and services
  • Determine customer and prospect's challenges and associated drivers against which a managed service value proposition can be mapped into delivered services
  • Facilitate and guide feedback from the Support Services team and customers to the Product Owner and executive leadership for continual improvement and future product direction
  • Actively participate and initiate discussions with the Product Owner and DevFacto executive team to determine and build upon organizational values, strategic mission and vision
     

Requirements:

  • ITIL intermediate-level training and experience
  • COBIT, MOF, and other standards-based frameworks knowledge and experience (nice to have)
  • Demonstrated experience in:
  • Service desk operations
  • Change management
  • Incident and problem management
  • Release management
  • Expert knowledge of IT service management concepts
  • Expert knowledge of process engineering, management, and improvement
  • Experience delivering IT support in a leadership or management role
  • Excellent interpersonal and team leadership skills
  • Exposure to SharePoint, web, mobility, and other application development practices
  • Exposure to the application development and management lifecycle
  • Experience managing support teams, communication plans, budgeting
  • Must have worked with a customer service organization holding positions with increasing scope and responsibility
  • Must feel comfortable working in, as well as embracing, an environment that is both changing and challenging
  • Ability to travel to DevFacto Managed Services team locations as well as customer sites as needed

We are looking for dedicated, ambitious and forward-thinking individuals that can help us achieve our vision. We want you to lead and help us grow, be our next frontrunner, jump right in and make a difference.  And most importantly, we want you to have a ton of fun doing it.


Apply Now!

 

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