Service Delivery Supervisor

Service Delivery Supervisor Hours: M-F Days Salary: $60,000-$80,000 Yearly CAD Benefits available after 60 Days for full-time employees About AnswerNet AnswerNet is a leading provider of customer engagement and contact center solutions across the United States and Canada. With over 31 contact centers and 10,000+ satisfied clients, we handle more than 125 million interactions each year. Our services include telephone answering, appointment setting, customer support, sales, lead qualification, third-party verification, market research, and more. Position Summary Reporting to the Manager of IT Operations and Support, the Service Delivery will be responsible for the effective and efficient operations of the IT Service Management processes performed by the Service Desk team, deskside support, and application administrators. A champion of a fantastic user experience, you ensure issues are resolved according to SLA’s and with a high level of quality customer service. Operationally, using your experience and expertise in ITIL practices, you will collaborate with the IT Operations and Support Manager in defining the strategic direction of our IT Service Management platform. With a focus on the ‘shift left’ approach, you will lead the development of ITSM processes that ensure the seamless delivery of IT services across the organization. Job Duties / Responsibilities / Essential Functions: ● Work with business stakeholders and technology partners to transform and evolve next-level IT service management practices such as Incident, Request, Problem, Change, Release, Asset, Client Intake, and CMDB. ● Lead initiatives to improve and modernize ITSM Processes. Ensure adherence to ITIL best practices and industry standards ● Advocate for user experience and ensure IT services are user- friendly and meet user expectations. Incorporate a customer-first approach in all ITSM initiatives, focusing on delivering high-quality service and support ● Lead and mentor a team of technical experts, fostering a culture of collaboration, innovation, and continuous improvement. ● Creation and management of KPI’s that support the business and measure the success of IT in general. ● Be on call 24/7 for emergency duties when necessary. ● Other duties as assigned. Qualifications ●ITIL Expertise: ● In-depth knowledge of ITIL frameworks and best practices. Certification in ITIL V3 or V4 Foundation is highly desirable. ● Leadership and Management: o Ability to inspire and guide a team. o Experience in managing ITSM teams and driving performance. ● Communication and Interpersonal Skills: o Excellent communication skills, both written and verbal. o Ability to work effectively with technical and business teams. ● Analytical and Problem-Solving Skills: o Strong analytical skills to assess data and drive decisions. o Ability to quickly identify and resolve issues. ● Analytical mindset and inquisitive nature ● Experience in creating, implementing, and driving continual service improvement plans through workflow automation, including Shift-Left strategy and frameworks. ● Ability to multitask and adapt quickly to changing work conditions in a fast-paced environment ● Self-motivated with excellent time management ● Proficient in MS Office and/or Google Workspace EDUCATION AND EXPERIENCE: ● ITIL Foundation Certified ● Three years of related experience managing support queues ● Call Center experience considered beneficial PHYSICAL REQUIREMENTS: ● Prolonged periods sitting at a desk and working on a computer. ● Must be able to lift up to 15 pounds at times.