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Site Manager
Long View Systems
Edmonton, KSA
Full Time
Manager
Field
4 weeks ago
Windows ServerActive DirectoryVirtualizationLinuxUNIXNetwork Infrastructure
Free
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Windows ServerActive DirectoryVirtualization
About the Role
Long View Systems seeks a dynamic Site Manager for its Edmonton branch to act as engagement leader and service owner for assigned clients. The role requires 10+ years in managed services or IT site management, a technical foundation, and strong ITIL knowledge.
Key Skills for This Role
Windows ServerActive DirectoryVirtualizationLinuxUNIXNetwork Infrastructure
Responsibilities
- Monitor service level agreement performance to ensure Long View meets or exceeds agreements
- Act as managed services subject matter expert and primary Long View contact for assigned clients
- Maintain strong relationship with Manager, Client Success and sales team
- Interact with employees at client site, service desk team members, and project teams to resolve issues or introduce improvements
- Own and enforce accuracy of subscribed services within managed assets list
- Safeguard client infrastructure and data by understanding and complying with client access guidelines
- Understand clients’ backup and recovery requirements and communicate to operations
- Own change request coordination and facilitation, review risk, business outcome, schedule RFCs, manage client approval
- Safeguard 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 client weekly or monthly
- Inform sales about business opportunities within client account
Requirements
- 10 years’ experience in a managed services, client engagement or IT site manager role
- Technical foundation with high level understanding of core technologies (Windows server, Active Directory, Virtualization, Linux/UNIX, Network infrastructure, Infrastructure security, Cloud technologies, Converged/Hyper converged infrastructure)
- Ability to be part of an on call rotation and act as escalation point
- Full understanding of escalation process
- Good understanding of Managed Services portfolio and operational/service management practices
- Ability to understand client needs and translate to effective solutions
- Ability to communicate complex concepts to different audiences
- Strong knowledge of ITIL and Service Management fundamentals
Full Job Posting
Overview
- Long View Systems is looking for a dynamic and results focused Site Manager for our Edmonton 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, 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
- Understand clients’ backup and recovery requirements and communicate them to operations
- 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
What You’ll Bring
- 10 years’ experience in a managed services, client engagement or IT site manager role
- A technical foundation with a high level understanding of the core technologies comprising the client infrastructure, which may include: Windows server and Active directory; Virtualization (server, desktop, application); Linux, UNIX server; Network infrastructure; Infrastructure security; Cloud tech
- 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
- 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
- Strong knowledge of ITIL and Service Management fundamentals (Incident, Problem, Change, Asset Management)
What Makes You Extra Awesome
- ITIL or ITSM certifications
- Experience with IT managed services, incident/problem management, service delivery
Why Work at Long View?
- Career growth – Permanent staff positions, paid training, career life planning, and relocation and travel opportunities
- Interesting work – Be part of exciting projects while accessing all the latest technologies
- Comprehensive benefits package from day one
- Recognition programs
Salary
- $80,455 $100,570 a year
- Expected Salary Range plus 10% variable earnings
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