Service Delivery Manager/Service Manager

Job Description

SDL are a publicly traded company with $400M+ annual revenues, over 3000 employees in 70 offices within 38 countries across the world. Headquartered from Maidenhead UK, SDL is enabling companies to create, translate and deliver relevant and personalized content to support meaningful customer journeys and form important emotional connections by making understanding possible. The world’s biggest brands trust SDL’s expertise in digital content management and language translation, with 90 out of the top 100 global brands working with us, to underpin their content creation, translation and delivery.

We are looking for dedicated, self-motivated, highly skilled Service Delivery Manager to join the Cloud Operations Team within SDL at our Gatineau location and will be responsible for SDL’s largest Federal Government client.

The SDL Service Delivery Manager (SDM) role is a key part of the team with overall responsibility for the SaaS & Hosted services delivered by SDL.  The Service Delivery Manager acts as the central point-of-contact and maintains day-to-day knowledge of all plans, activities, and status of projects and issues involving the hosted customers’ environments. This is expected to effectively liaise with other functional and business professionals across the SDL community as well as directly with the customer. In addition to serving as SDM, in the event of a disaster, you will become Disaster Recovery Lead for this client. This candidate will be a key member of a team who are focused on providing documentation to Cloud Operations and our external client.

Key Responsibilities

• Maintains day-to-day ownership of the service operation with representation 08:00-17:00 EST
• Provide support on Sales Engagements – providing service information to enable Sales to answer RFIs
• Drive continual service improvements and initiate and coordinate actions to maintain and improve service performance
• Act as an escalation point for service issues and take responsibility for resolution
• In the event of a Disaster Recovery situation, candidate must perform Disaster Recovery Lead (see requirements below) role from start to finish
• Support Account Managers on customer communications – may include site visits
• Report on Service Performance  (i.e. monthly service performance, highlight boundaries of customer contractual agreement) through weekly/monthly/quarterly reports to internal stakeholders and customers
• Recommend and coordinate implementation of changes to services to improve metrics
• Working with PS in on-boarding / off-boarding customers and maintain relationships with all teams supporting customer
• Manage Major Incidents, conduct meetings/manage War Rooms to resolve issues as well as provide reports of major incidents, service outages/degradation and infra changes
• Assist with Problem Management in conjunction with Support.
• Own the Service Catalogue document for the product/service- clarifying the scope of the service, driving continual service improvements, feeding into the Product Roadmap and ensuring it is kept current.
• Provide updates between Operations teams, including assisting with operational and service escalation, and participation in Operational meetings.
• Central point of contact for SDL’s client facing teams in facilitating and providing cloud services to all customers
• Responsible for regular customer engagements, build and leverage the relationship with customers at all levels, including influencing or improve products and services delivered through programs of automation and process improvements
• Maintain an understanding of SDLs security policies and how they apply to the service

Essential skills and experience:

• Bilingual (French and English)
• University degree in Computer Science or equivalent discipline
• 3+ years of experience in a SaaS, cloud or web technology environment
• At least 4 years’ experience in an SDM role, or similar
• ITIL v3 Foundation qualification
• Highly energetic and dynamic individual with hands-on mentality
• Self-starter with strong drive for value
• Excellent analytical skills and the ability to get into the details, while also seeing and understanding the big picture
• Good understanding of IT security and how it applies to services
• Strong client-facing, presentation, influential and relationship-building skills

Technical skills:

• Can demonstrate the ability to undertake the above responsibilities
• A passion for Service Improvement
• Demonstrable experience in leading virtual teams
• Experience of managing 3rd parties and 3rd party delivered services
• Proven track record in Service Management or Support in a regulated environment of incident management, escalation procedures and related disciplines (government, finance, etc.)
• Excellent leadership and people management skills
• Excellent written and verbal communication skills
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadlines
• Flexibility including occasional out of hours working for managing MIs and P1s
• Excellent organisational skills and able to manage and prioritise and tasks and time efficiently
• Able to manage sensitive and confidential information
• Self-motivated and able to take responsibility
• Takes the initiative and a proactive approach to daily tasks

DR Lead requirements:

• Set the Disaster Recovery Plan into motion after the Disaster Recovery Lead has declared a disaster
• Determine the magnitude and class of the disaster
• Determine what systems and processes have been affected by the disaster
• Communicate the disaster to the other disaster recovery teams
• Determine what first steps need to be taken by the disaster recovery teams
• Keep the disaster recovery teams on track with pre-determined expectations and goals
• Keep a record of money spent during the disaster recovery process
• Ensure that all decisions made abide by the Disaster Recovery Plan and policies set by SDL
• Get the secondary site ready to restore business operations
• Ensure that the secondary site is fully functional and secure
• Create a detailed report of all the steps undertaken in the disaster recovery process
• Notify the relevant parties once the disaster is over and normal business functionality has been restored
• After SDL is back to business as usual, this team will be required to summarize any and all costs and will provide a report to the Disaster Recovery Lead summarizing their activities during the disaster

Security requirements:

• Must have or be able to obtain a Canadian Government Reliability Security Clearance

Desirable Qualifications 

• Experience of project managing solution implementations
• Experience with translation products, technology and architecture
• Ability to estimate tasks and deliver to agreed timescales 

Essential Personal skills

• Team player with excellent verbal and written communication skills
• Fluent in English and French
• Self-motivated

Desirable Personal Skills

• Strong project management skills
• Strong planning/organizational skills
• Strong analytical/problem solving skills 

Benefits:

• Amazing benefits. (Seriously!)
• Infinite training, professional development and personal growth opportunities.
• The rare opportunity to impact how organizations communicate globally. There’s a reason we work with 90 of the top 100 brands.
• Smart, engaged co-workers, a culture of diversity, innovation and opportunity.
• Relaxed, fun environment with a game room, in house happy hours and many great office events throughout the year.
• Great work life balance with 5 weeks of PTO and 40 hours of volunteer time per year!

SDL is an Equal Opportunity / Affirmative Action Employer.  Qualified applicants will be evaluated for employment without regard to race, color, religion, sex, national origin, veteran, and disability status.  For more information about EEO/AAP legislation please visit http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. 

Should you require assistance in completing your application, please contact usrecruitment@sdl.com for accommodation.