Are you passionate about providing solutions to clients and want to work for a company who has made a commitment to excellence?
We are looking for a dynamic and results-focused Site Manager for our Calgary branch who will act as the engagement leader and service owner for a client or an assigned group of clients within the branch! You connect the client to Long View through your knowledge about the client’s business and requirements, as well as your understanding of Long View capabilities, standards and communication channels. You are responsible for overall client experience with Long View services, driving client outcomes in a timely and proactive manner.
### A Day in the Life:Monitor service level agreement performance to ensure that Long View is meeting or exceeding our agreements, while constantly striving for excellence
Act as a managed services subject matter expert and primary Long View contact for the assigned clients to provide status updates, support escalations and communicate concerns or general service-related information
Maintain a strong relationship with the assigned Manager of Client Success and the sales team within the branch
Interact with employees at the client site as well as with service desk team members and project teams to help resolve issues or to introduce improvements
Own and enforce the accuracy of the subscribed services within the managed assets list
Safeguard the client infrastructure and data by understanding and complying with client access guidelines and process
Own the change request coordination and facilitation by reviewing risk, business outcome and schedule the timing of Request For Changes (RFCs), and manage the client approval process
Safeguard the clean state of operational documentation and upload to client document repository
Champion client-facing service transition activities and participate in transition of new or modified services
Prepare major incident reports and present to the client weekly or monthly as needed
Inform sales about any business opportunities that may arise within the client account
Ensuring requests are prioritized and moving forward
6+ years’ experience in a managed service, client manager or site manager role
A technical foundation with a high-level understanding of the core technology infrastructure.
Ability and willingness be part of an on-call rotation and to act as the point of escalation to the team member on-call
A full understanding of the escalation process (how, when, what to expect, techniques)
Good understanding of the current state of the Managed Services portfolio, as well as operational and service management practices and processes at Long View
Strong leadership presence
Ability to understand client needs and translate them to effective solutions that deliver explicit business value
Ability to effectively communicate complex concepts and solutions to different audiences with different technical backgrounds and through various presentation formats
Knowledge of ITIL and Service Management fundamentals (Incident, Problem, Change, Asset Management)
Bachelor’s Degree in Computer Science or Information Technology management
ITIL or ITSM certifications
Experience with managed services
Other open roles at Long View Systems(6)
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Key team members
Roy Genilo
Wendy Gehm
Rod Morreau
Tasha Engel
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