Position Profile

Job Title:  Service Delivery Manager

Work Unit:  Corporate Strategic Services / IT Services

Ministry:  Alberta Municipal Affairs

Competition Number:  1041939

Date:  April 2017

Job Purpose and Organizational Context


Reporting to the Director of IT Business Operations, the Service Delivery Manager is responsible for establishing and maintaining strong relationships with key business contacts, IT stakeholders and vendors while managing enterprise IT contracts for the department. This position fosters strong relationships to gain and maintain a sound understanding of business area functions and processes through developing a deep understanding of business drivers, goals and outcomes to ensure overall client satisfaction. The SOM understands the branches services, capabilities, key initiatives and strategic direction to help business areas better plan and align with ministry objectives, both strategically and tactically as they relate to application maintenance services. This is done by working collaboratively with business areas to ensure IT services are delivered effectively and efficiently to meet business requirements. The individual provides guidance to business areas and vendors by identifying opportunities to leverage both existing and emerging systems, services and technologies.

This position is also responsible for negotiating contract(s) terms and conditions, ensuring compliance with the terms and conditions, as well as documenting and agreeing on any changes that may arise during the implementation or execution of the contract(s). While contracted vendors are responsible for all aspects of delivering the contracted services, this role provides a single point of contact for contractual management of the vendors.

This position assesses client satisfaction with services delivered, identifies opportunities for change and/or improvement and makes recommendations to senior management. The SOM is also an escalation point of contact for application issues and incidents. Negotiation and collaboration are important skills for this position, as a function of the SOM is to help ensure business areas receive the required services that are being delivered by the branch.

Key Responsibilities / Accountabilities


Client Service (~50)

  • Manages/co-ordinates day to day business area relationships
  • Responsible for ensuring business needs are considered and are being met as to application maintenance services
  • Provides IT guidance, advice and expertise to the business areas
  • Identifies opportunities for business area continuous improvements and further efficiencies, recognizing the diversity of the program areas and varied technology needs across the ministry
  • Develops and maintains effective long-term relationships with the business areas to ensure client satisfaction and that services being delivered meet business requirements
  • Articulates ministry business requirements to senior management to create and deliver effective IT services to support business needs
  • Fosters and improves relationships between the business areas, vendors and IT Services
  • Identifies opportunities to enhance, modify or change the way in which IT services are provided, in order to better serve the ministry and business area IT requirements
  • Develops key messages for business areas so that services and projects being conducted are communicated effectively to ministry contacts

Contract & Vendor Management (~50)

  • Manages relationships with IT enterprise level solution providers and contractors
  • Manages enterprise level contracts
  • Implements contract changes for improvement of services, clarification of terms and conditions, management of the contract and management of the vendor
  • Monitors vendor performance as related to established service level agreements
  • Works with vendors, business areas and senior IT management to resolve any contract issues
  • Holds meetings at agreed intervals to discuss performance, achievements, goals, objectives, continuous improvement, innovation, issues and actions plans
  • Reviews and confirms monthly/quarterly billing with Service Alberta to ensure the consumption of services and the accuracy of the billing are aligned
  • Negotiate contract terms and conditions and pricing of services for any contract extensions
  • Provides direct input into possible changes to service scopes, service targets, contracts and requirements in order to identify/confirm current and future business needs are being met
  • Acts as the primary interface between IT services and outsourced partners
  • Manages procurement of enterprise level IT services
  • Develops procurement documents such as RFIs, RFPs and vendor contracts
  • Responsible for finances of contracts; invoices, penalties, forecasts
  • Collaborate with vendors in the drafting and completion of Annual Supplementary Operating Agreements

Problem Solving Required


The Service Delivery Manager works within a broad framework of policies, standards, evolving business area priorities, business plan and tactical plan initiatives, and budget constraints to achieve results. This position collaborates with various stakeholders including business area representatives, service provider representatives and senior ministry representatives to develop recommendations and solutions for which there is often minimal precedent.

Adding to this challenge is the continually changing nature of IT technologies and services, with the Manager providing leadership to the often innovative use of technology to support current and emerging business requirements and demands throughout the ministry. This position is the key contact for the business and often is required to offer approaches to help solve business problems that are not clearly defined. The position provides the business with focused support and advice to help them achieve their business goals. The key to success in this area is building strong trustful relationships with the business.

The manager must provide advice to IT senior management, solve various problems occurring simultaneously and make decisions relating to ongoing service issues using considerable judgment to determine and communicate priorities; and oversee associated initiatives utilizing outsourced personnel to successfully achieve results.

The Service Delivery Manager faces challenges on a daily basis as different business areas have different perspectives, priorities and business cycles.

Assistance is available for the Service Delivery Manager in the form of approval policies, standards and frameworks. Assistance is also available from the Director of IT Business Operations, Director of IT Transformation, or Branch Head.

Impact of decision or solutions by this position will provide consistently available services through the procurement of contracted resources. Ensuring cost-effective contracts are in place to provide the services business areas require will enable them to continually provide programs and services to stakeholders and Albertans.

Key Relationships and Purpose of Contacts


Senior IT Management - Report progress on IT initiatives, client satisfaction and issues. Seek input and direction when dealing with sensitive issues. Review policies, standards and recommend for approval.

Ministry IT Management - Discuss problems, solutions, present information and make appropriate decisions.

Outsourcing Partners and Service Providers - Ensure appropriate services are in place and monitored on a continuous basis and that improvements are planned, coordinated and implemented.

Service Alberta Procurement Services - For procurement of contracted services. Legal Services - For legal advice on contracts.

IT Branch Staff - For effective coordination of service delivery to the department.

Preferred Education and Technical Competencies


Education Level: Diploma

Focus/Major: Information Technology

  • Effective communication skills including written, presentation, verbal and non-verbal
  • Current knowledge of system maintenance processes and methodologies
  • Knowledge of ministry and GoA standards, processes and procedures
  • Knowledge of provisioning GoA contracted services
  • Ability to foster and maintain good working relationships with all clients, colleagues and stakeholders
  • Ability to recognize opportunities and alternatives
  • Ability to conceptualize complex, corporate wide problems
  • Ministry and GOA vendor procurement processes, policies and regulations
  • Vendor contract management
  • Knowledge of GoA and ministry policies, processes and functions
  • Experience with service management tools such as service catalogue, service level agreements and consumption reporting
  • Ability to prepare and present comprehensive plans to senior management
  • Conflict resolution skills with the ability to negotiate and influence stakeholders and achieve mutually beneficial outcomes
  • Knowledge and experience in contract authoring and negotiation
  • Experience in client relationship management

Job Behavioural Competencies:

  • Develop Networks
  • Build Collaborative Environments
  • Creative Problem Solving
  • Drive for Results
  • Develop Self and Others


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