Maplesoft Group is currently seeking a Service Manager for our Provincial Government client.

Tasks and Responsibilities include, but are not limited to the following:
 
The Service Manager will be responsible for the efficient and seamless integration of interdependent services from various internal and external service providers into end-to-end services in order to meet the client's business requirements. In addition, the Service Manager will be responsible for ensuring Managed Service Providers compliance to Service Levels in the delivery of end-to-end services.

Role Description

• Provide oversight over multiple vendors, ensuring vendors are meeting the requirements of the client
• 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


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.

Maplesoft Group prides itself on its distinct corporate culture and recognizes that success is a direct reflection of our most valuable asset - our people.  Therefore, attitude and ambition are key personality traits we seek out, along with skill and aptitude, in potential employees.

Maplesoft Group is committed to having a diverse, representative workforce and continuing to build an inclusive environment. We encourage applications from all qualified individuals. Maplesoft Group is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants irrespective of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status, Aboriginal peoples or any other legally protected factors. 

All employment decisions are made based on business needs, job requirements, and individual qualifications. 

We are committed to developing inclusive, barrier-free recruitment and selection processes, and a work environment that supports our diverse workforce. Please let us know if you require accommodations at any stage of the recruitment process. We can be reached at Maplesoft Info at info@maplesoftgroup.com.

We thank you for your interest in Maplesoft Group and wish to advise you, that only candidates under consideration will be contacted.