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Bilingual Service Delivery Manager (English/French)

Compugen Inc.

This is a Contract position in Ottawa, ON posted March 28, 2021.

Position:  Bilingual Service Delivery Manager (English/French) Location:  Ottawa, Ontario
Job Id:  2312 # of Openings:  1 Compugen is one of Canada’s largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate, and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine the breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences. If you are driven to make a difference, relentlessly curious and collaborative at the core, we’d love to talk to you. Join us and help us make a difference Bilingual Service Delivery Manager (BSDM)All service delivery is under the oversight of the Service Delivery Manager regardless of whether the staff involved report directly to the SDM or are leveraged from other groups. The Service Delivery Manager is responsible for the quality of service to the customer and has authority to resolve administrative, scheduling, resourcing, backup, and replacement issues. The BSDM will be responsible for all service delivery activities for the customer account. SDM responsibilities typically include:  Builds and sustains effective communications with customer toward the goal of maximum customer satisfactionCollaborates across all appropriate Compugen organizations to maximize overall customer satisfaction Provides the following point of contact services:Contract and Change ManagementSubcontract managementFinancial ManagementAdvise of additional Compugen services that may be relevant to the customerSenior Management reviewsNew value propositions and related feesCustomer communication  Responsibilities  Customer care

  • Responsible for all service delivery activities for an account
  • Is the single point of contact between the Compugen delivery organizations, and the Compugen customer care organizations with respect to service delivery matters
  • Understands Compugen services offerings and capabilities in order to participate fully in a successful partnership with the Sales Account Executive to help ensure CUSTOMER satisfaction and successful delivery of Compugen  services
  • Utilizes best practice project management, service delivery management, and administrative resources, tools, and processes based upon an understanding of the solution requirements based upon the existing capacity, capabilities, and solutions that Compugen  can deliver
  • Ensures that requirements for metrics collection are met within the solution delivery organizations.
  • Helps ensure that service delivery from Compugen is in accordance with the terms and conditions of this agreement
  • Is the point of contact for service delivery issues communicated by the customer or by the Account Executive and initiates escalation for service issues both inside of Compugen as well as notification of the customer
  • Is very familiar with the Customer contract and all SLA’s ( ensure signed copy and digital back up is posted on the Compugen SharePoint site )
  • Provides updates to the customer related to changes at Compugen that could impact the customer (staff changes etc.)
  • Work closely with the customer to ensure Compugen staff are performing as required and make changes as requested by the customer in a timely fashion.
  • Regularly reviews SLAs
  • Help Desk SLA’s
  • Operational SLA’s
  • Is a key escalation point for all customer escalations ( ensure an escalation chart/and or path is provided and posted for the team /client )
  • Arranges with the customer and CAM, regularly scheduled meetings ( Define the dates and intervals )
  • Weekly technical meetings – if scheduled
  • Monthly review meetings – mandatory
  • Quarterly Business Review meetings – mandatory
  • Monitor and ensure that dispatch resources are prepared for calls and perform as required.
  • Participates in CAB, Steering or other governance committees
  • Contributes to assist in delivering non-standard services for the customer as appropriate

 Coordination with Sales

  • Understands and assists Account Executive and customer in maximizing the value of Compugen’s  business model and solution delivery organizations
  • Is the first point of contact for out of scope work – will work with the Account Executive in presenting to the customer and authorizing before the work commences
  • Escalate to Sales (National Director MS – Sales) when customer requests are not being met in a timely fashion.
  • Maintains the solution delivery relationship with the Account Executive and CUSTOMER staff from inception to completion of a service, project or engagement providing direct day-to-day performance interface
  • Coordinates and obtains agreement with third parties, Account Executive and solution delivery organizations prior to commitments being made on deliverables, dates, and scope changes

 Internal coordination

  • Meets with the Incident Manager where applicable to review call activity to maintain a good understanding of the customer account.
  • Meets regularly with Operations where applicable to maintain a good understanding of the account.
  • Provides feedback to CAM and customer based on suggestions for improvements resulting from the reports.

Financial accountability 

  • Completes the monthly billing in a timely fashion ( provide SO# and amount and date, provide proof of accrual if needed and reason )
  • Reviews & verifies all third party and external costs
  • Processes 3rd party invoices (check requisitions) & sets up accruals if needed (due to amount or timing).
  • Monitors metrics monthly to ensure accurate billing (number of help desk clients, number of end-users, workstations, servers, routers, switches, server backups etc).

 Project oversight

  • Is knowledgeable of all project activity  
  • ensures timely delivery of project scope and SOWs,
  • ensures projects are being delivered as outlined in the SOW
  • ensures all documentation is complete and accurate for each delivered project and that there is a proper hand-off to Operations for the ongoing management of the technology


  • Performs staff reviews, arranges backfill, and approves absences (vacation, leaves, etc) for all on-site and dedicated staff.
  • May oversee this activity when performed by the employee’s direct supervisor.


  • Bilingual is a requirement
  • 3 to 5 years of management experience
  • Strong written & verbal skills
  • ITIL Certification
  • A good understanding of overall IT service delivery and a solid understanding of how customer requirements dictate service delivery
  • Project management skills
  • Understanding of statistical, analytical, and financial principles and processes
  • Ability to interact successfully with the business and IT
  • Strong staff management skills
  • Strong Communication and Presentation Skills
  • An understanding of the Customer’s business and how IT contributes to the delivery of their product or service
  • Good people management and administrative skills
  • The ability to interact successfully with all levels of the Customer and IT provider organization
  • Good overall infrastructure understanding, basic technical skills (more advanced technical skills is a definite asset)
  • Good contract and scope management skills

 Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require accommodation, the hiring manager and the human resources contact will work with you to meet your needs.
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