ThinkOn is expanding its Service Delivery team! Reporting to the Director, Service Delivery, the Manager, Service Delivery will act as the designated customer service leader familiar with our Partners and Subscribers and their business needs. This role is intended to ensure proactive, coordinated access to ThinkOn experts to accelerate case resolution, and strive to continuously improve ThinkOn’s service delivery and customer experience.
You will be accountable for the operational account management provided to ThinkOn customers by leading and supporting ThinkOn technology teams to ensure optimal performance of ThinkOn’s systems that support Partner and Subscribers.
This role will be responsible for coordinating the delivery of services, ensuring high-level of performance of our Partners and their Subscribers. You must be capable of coordinating a team of internal and external staff, organizing projects, and collaborating closely with technical resources across ThinkOn. The PSM will be a recognized expert in ThinkOn products, services, processes, communication, and best practices. Their primary mission is to achieve service delivery success and become the voice of the customer within ThinkOn.
You Will:
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Account Management– This role is accountable for an all-encompassing view of their account(s) including but not limited to ongoing issues, tickets, on-boardings, off-boarding and services offered.
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QBRs -Host formal Quarterly Business Reviews (QBRs) with key Partners to ensure we are delivering on customer commitments and adapting to required changes.
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Continuous Improvement- Analyzing existing IT systems and processes and working to continuously improve solutions and services.
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Escalations– Ensuring that customer escalations are addressed promptly by engaging the appropriate resources across ThinkOn.
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Proactive Problem Resolution– Proactively analyzing client problems, issues and challenges and addressing each by developing and executing on resolution plans.
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Project Coordination– Defining key resources required for tactical projects and presenting progress and delivery to all relevant stakeholders.
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Collaboration- Collaborating with technical staff within ThinkOn as well as at the Partner to create strategic plans to deliver services.
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Account Subject Matter Expertise– Work closely with sales and technical architects to help identify and assist with complex solutions and cross-sell opportunities.
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Change Management- Working closely with technical teams to ensure seamless change management on client infrastructure by participating in weekly change advisory board meetings as required.
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Growth & Development- Attending workshops, training and scheduling refresher courses (internal and external) as required.
You Have:
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A bachelor's degree in a Business-related field
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Strong experience with large Account Management and Customer First Focused
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Experience with Project Coordination/Management
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Experience with Service Delivery and Engagement Coordination
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Experience with Information Technology concepts, specifically in virtualization, IT Infrastructure, and Data Recovery
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Experience in customer service and leadership preferred
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General IT knowledge and a strong knowledge of the Microsoft Office Suite
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Cloud IaaS knowledge is an asset
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Strong customer service, project management, and quality control skills
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Superb analytical, diagnostic, and troubleshooting skills
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The ability to make important decisions in a fast-paced environment
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Great interpersonal, facilitation and communication skills. An ability to gain the trust of all levels within a Partner and grow your relationship with them is key to success.
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Good resource planning skills
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French Language skills are an asset
Benefits and Perks:
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A remote-first culture
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Competitive compensation package
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Flexible time-off for vacation, plus illness & personal days
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Comprehensive health and dental benefits, including GRSP & 401k Matching Program
About ThinkOn Inc. | Where Data Thrives:
Founded in 2013, ThinkOn is a managed infrastructure services provider (MISP) with a global data center footprint, focused on empowering partners to do whatever they need to do with their data. ThinkOn’s team of data-obsessed experts protect clients’ data like it’s their own, making it more resilient, secure, actionable, and searchable. ThinkOn is Channel First and works with a global network of value-add resellers and managed service providers to provide creative, turnkey Infrastructure-as-a-Service (IaaS), Disaster Recovery-as-a-Service (DRaaS), and Backup-as-a-Service (BaaS) solutions and data management services that are fast, flexible, scalable, highly secure, and cost-effective with predictable pricing and no hidden fees. ThinkOn has data centers located across North America, the United Kingdom, Australia, and the Caribbean.
Recognized for its substantial growth and global success, ThinkOn has been named to several notable lists, including The Globe and Mail’s Report on Business ranking of “Canada’s Top Growing Companies” (2021 and 2022), the Deloitte Technology Fast 500 (2021 and 2022), the Deloitte Technology Fast 50 (2021), CIOReview’s “Most Promising Backup Solution Provider” (2021), the Canadian Business “Growth List,” and Channel Daily News’ “Top 100 Solution Providers” (2021).
ThinkOn is headquartered in Toronto, Ontario. To learn more, visit www.ThinkOn.com
Accessibility Accommodations:
ThinkOn is committed to a workforce that is reflective of diverse populations. We welcome applications from qualified individuals from all backgrounds. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and accessibility standards across Canada, ThinkOn provides accommodations to job applicants with disabilities throughout the recruitment process. If you require accommodations, please let us know and we will work with you to meet your needs. We are committed to a selection process and work environment that is inclusive, equitable, accessible, and adheres to our corporate values.
Learn more about our corporate values at www.ThinkOn.com/values/.
