Service Manager

Location: Remote

MOBIA Technology Innovations is a Systems Integration company with multiple business unit areas: Broadband and Wireless Services, Managed Services, Infrastructure Solutions, Cybersecurity and Digital Transformation Services. Working with Service Providers, Government, Healthcare, and Enterprises across Canada, MOBIA has developed strategic business relationships with industry leading technology partners to help our customers achieve positive business outcomes.

As a Service Manager at MOBIA, you will play a crucial role in overseeing both our internal service desk and external-facing managed services service desk. Having input on MOBIA's GTM for Managed Services, leveraging customer feedback and metrics to enhance efficiencies.

Key Responsibilities:

• Establish and Maintain Processes: Develop and implement efficient processes and standard operating procedures for our service desks, driving operational excellence and addressing technical debt across various IT environments, including data centers and cloud.

• Technical Proficiency: A deep understanding of IT systems, services, and operations, with the capability to troubleshoot and guide technical teams when necessary, whether it's on-premises or in the cloud.

• Lead by Example: Set the standard for exemplary customer service, technical excellence, and operational discipline, inspiring and mentoring team members to embrace innovation and forward-thinking solutions, regardless of the infrastructure.

• Understanding IT Landscape: Stay current with industry trends, emerging technologies, and the evolving demands of the IT landscape to adapt and improve our services accordingly, accommodating both traditional and modern infrastructure.

• Measure Success: Develop and implement key performance indicators (KPIs) and metrics to measure the effectiveness and success of the service organization, with a focus on continuous improvement and alignment with CTO team goals, considering diverse client environments.

What You Will Bring:

• Leadership: Strong leadership skills with the ability to inspire, motivate, and lead by example, fostering a culture of excellence and innovation within the service organization.
• Process Excellence: Proven experience in establishing and optimizing processes within a service organization, with a focus on efficiency, consistency, and quality, adaptable to various IT environments.
• Adaptability: The capacity to quickly learn and adapt to new technologies, methodologies, and industry trends, driving the evolution of service delivery in both on-premises and cloud settings.
• Customer Focus: A commitment to exceptional customer service, with the ability to identify and address client concerns promptly, ensuring high levels of client satisfaction, regardless of their IT environment.

Nice to Haves:

• Certifications: ITIL Certification is a plus, demonstrating knowledge of IT service management best practices.
• Technical Diversity: Familiarity with a variety of IT environments, including traditional data centers, hybrid setups, cloud platforms (GCP, AWS, Azure), Infrastructure as Code (Terraform), CI/CD (GitLab, GitHub Actions), and monitoring and observability tools (Datadog, Dynatrace).
• Security Practices: Understanding of security practices such as Vault, Consul, and DevSecOps, applicable across diverse IT infrastructures.

Qualifications:

In addition to the qualifications mentioned previously, consider adding:

• Experience in driving transformation towards modern IT practices, including DevOps, DevSecOps, Microservices, and cloud adoption, while also accommodating traditional IT environments.
• Familiarity with industry best practices in IT service management and transformation.

MOBIA strives to build an amazing workplace and has been recognized as one of "Canada's Best Managed Companies" since 2021.

We offer a comprehensive compensation and benefits package including an employer supported wellness plan, health, dental and life insurance coverage, company paid training, career development, and company events for fun and community contribution.

We thank all applicants for their interest. However, only those selected for an interview will be contacted.