PointClickCare Looking for Senior Service Delivery Manager at Mississauga, Ontario, Canada Full Time

With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.

For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

The Senior Service Delivery Manager ensures PointClickCare customers receive quality and reliability in their SaaS Products & Services. With an eye on continuous improvement and making tomorrow’s work easier, this role is a champion for change and process efficiency. The Senior Service Delivery Manager works cross-functionally to encourage feedback loops, coach and empower teams, and raise the organization’s capability relating to large scale SaaS service delivery.

Key Responsibilities

• Process Improvement: Identify and action improvement opportunities through automation, standardization, waste reduction, etc.
• Problem Management: Work cross-functionally to ensure defects affecting service levels are removed from SaaS Products.
• Change Management: Help teams follow a lean enterprise change management by articulating risk, proposing mitigations and best practices for safe production deployment.
• Service Level Management: Produce KPIs, report on, analyze, and present insights relating to current service levels.
• Incident Management: Ensure prompt resolution of SaaS service incidents, conduct RCA meetings and coach teams on incident response best practices.

Qualifications & Skills

• Expert knowledge and experience implementing IT Service Management frameworks ITIL/SRE/DevOps.
• Preferred ITIL v4 foundations and an intermediate certification(s).
• Process/Management certification: PMP/TOGAF/Six Sigma or equivalent.
• IT Management experience leading functional and cross-functional teams in a matrix environment.
• Preferred 5+ years leading IT teams in project and operations delivery.
• University or college degree or equivalent experience in engineering, computer science, or business management.
• 8-10 years progressive IT experience.

Nice To Have Skills/Experience

• Understanding of detailed technical concepts.
• Understanding and experience with cloud technologies.
• Quick learner; ability to learn new technologies efficiently.

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations.

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