Service Manager

Job Title: 29954 -RFR-DTS-031– Service Manager

Office Location: Onsite & Remote

#Business Days: Up to 24 Month

Duration: The duration of the engagement may be for up to a 24-month term. Due to the nature of projects, there may be exceptional circumstances where the total term may be extended beyond 24 months. The 24-month term is anticipated to start with a 6-month initial term followed by up to 18-month renewal(s).

Description

SERVICES AND DELIVERABLES

All Services will be performed on-site with primary location at 215 Garry Street, Winnipeg, in the province of Manitoba, regardless of the location of residence of the Proponent’s resource. The service location of the resource may change as a part of STATEMENT OF WORK between Proponent and Manitoba. Manitoba at its sole discretion may provide an option to work remotely. The remote working rate is the rate at which the proponent’s resource will work primarily remotely and called onsite if needed at Manitoba’s sole discretion. The onsite rate is the rate at which proponent’s resource will work primarily onsite as per the location defined in STATEMENT OF WORK and may work remotely if needed with prior written permission from Manitoba at its sole discretion.

Standard working hours for the resource will be in accordance with Manitoba usual working hours of 8:30 am to 4:30 pm CST (7.25 hours per day), Monday to Friday. Manitoba offices are closed on all Manitoba statutory holidays, and these days will be unpaid. Manitoba at its sole discretion may decide that at certain times extended working hours are needed to meet project deadlines. But extended working hours are to cover exceptional circumstances and may not be available during the entire duration of the engagement with the proponent’s resource. Overtime work cannot be used and billed unless approved by Manitoba with an advanced written approval.

Role Description

• Provide oversight over multiple vendors, ensuring vendors are meeting the requirements of Manitoba
• Understand the overall setup of IT Services and roles played by various Service Providers
• Understand the Supplier SOWs and ensure suppliers are delivering work as agreed in
• SOW
• Accountable for the management of Service Providers performance against the contracted and agreed service levels
• Analyze understand and continuously manage interdependencies within the Service Providers for smooth operation
• Handle Dispute Management & Escalation Management to ensure smooth operations
• Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements
• Provides subject matter expertise and leadership in service management
• Communicate and collaborate effectively and have the ability to work with diverse stakeholders, colleagues, and management
• Establish and maintain strong, productive and collaborative relationships with the Service Providers
  
  

Skill Requirements/Qualifications

A clean criminal record check status will be required at the proponent’s expense prior to the successful Service Provider Resource(s) arriving onsite or working remotely. Maintaining a clean status is required throughout the Proponents contract. An enhanced background check, completed by Manitoba may be required on certain projects due to the confidentiality of the materials shared to the Proponent. If the proponent fails, they must rectify on their own cost and time.

The following are minimum qualifications and/or experience for the delivery of the Services.

The Resource must have the following minimum qualifications or experience:

• A minimum of 10 years’ experience in the IT industry
• Extensive experience with Managed Service Providers for End User Services
• Experience with Service Level compliance
• Knowledge and deep understanding of ITIL
• Experience with financial tracking and reconciliation
• Familiarity with ITSM tools, with a strong preference for ServiceNow
• Experience in People Management / Team Leader
• Ability to work in a dynamic, fast paced, environment
  
  

The following experience will be considered an asset to this role:

• Demonstrated proficiency with MS Office, including a working knowledge of SharePoint and Teams as productivity tools
• Experience in database and web development, including Microsoft Access.
  
  

Eligibility and Application Steps

If you are enthusiastic about this exciting opportunity, we kindly request you to provide the following documents: [email protected]

Without mandatory documents, we cannot submit a candidate.

• Updated Resume in word format (Mandatory)
• Skills Matrix and References (Mandatory)
• Expected hourly rate (Mandatory)
• Visa Status (Mandatory)
• LinkedIn ID (Mandatory)
  
  

Please only apply if you meet the qualifications mentioned above. Feel free to share with your network or tag someone who fits for this role