Service Delivery Manager (ID#4877)

New Value Solutions, a national IT consulting company, is seeking a Service Delivery Manager who will play an integral role in the success of implementing the a Software as a Service (SaaS) system through collaboration and influence. The Service Delivery Manager will manage internal and external interested party relationships to ensure successful implementation through an iterative and incremental approach to meet project expectations based on Objectives, Key Results, and Key Performance Indicators.

• Conduct continuous improvements for project and service delivery
• Minimize interruptions to project implementation
• Oversee delegated work for the project lead
• Communicate with project’s interested parties and engagement
• Ensure project stability
• Provide technical expertise and process improvement for operational optimization
• Product delivery to ensure request by product management is being fulfilled from implementation perspective
• Work with vendor to ensure high quality deliverables that meet the needs of product management and its customers
• Service monitoring, service level agreement management, vendor support
• Performance reports, project forecasting, incident logs, escalation management, determining project framework for service delivery, facilitating iterative and incremental approach to delivery, solicitating regular feedback from Province to vendor deliverables, managing vendor relationships
• Monitor service metrics, incident management, process improvement, creating transparency and visibility into project progress, change management
• Provide operational expertise, problem-solving, customer focus, Agile project management, technical expertise
• Artifacts around visibility and transparency around the project progress
• Forecasting and analysis
• Design structured escalation paths
• Facilitate status meetings responses and structures
• Backlog management
• Strategic proposals for change management plans
• Coaching and training on service delivery process
• Value Stream mapping of ideal future state
• Project vision canvas
• Measurable key metrics (Key Performance Indicators and Objectives & Key Results)
• User personas
• User journey map
• Storyboard
• Wireframes
• Support in management and preparation of data for existing system to migrate into the new LIMS

• 5+ years of experience leading Project Management initiatives
• 5+ years of experience with Service Delivery
• 5+ years of experience in the Public Sector
• 1+ year of experience with laboratory workflows and their respective data entity management
• Experience with Laboratory Information Management Systems (LIMS) beneficial
• Experience leading Agile projects
• Experience leading Change Management initiatives
• Strong experience with facilitation
• Experience leading Digital Transformation projects
• Experience measuring Service Delivery performance
• Strong experience with Vendor Management

Preferred Certifications include:

• PMP certified preferred
• Degree in Computer Science related to Systems Analysis and Design
• Agile certifications preferred
• Prosci certification preferred
• Lean certification for process improvement preferred

If you have this expertise, and are able to work in Canada, please submit your resume. While we thank all candidates in advance for their application, only those candidates who are shortlisted will be contacted.

ID# 4877