How will you CONTRIBUTE and GROW?

At Air Liquide, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

Air Liquide is Hiring for a Service Delivery Manager

● This position will be located at our Montréal offices

Recruiter

● Manon Bélanger / [email protected] / 514-241-9029

Job Description Summary: We are seeking a highly experienced and technically proficient Service Delivery Manager (SDM) to oversee User Workplace Services. This individual will specifically manage the On-site team in Canada and ensure high-quality service delivery. The ideal candidate will possess a strong technical foundation combined with exceptional leadership and communication skills to effectively manage our IT support operations.

Key Responsibilities

• Team Leadership: Managing and leading the Canadian On-Site technician team, providing mentorship, guidance, and necessary training.

• Process Optimization: Developing and implementing strategies to improve end-user support workflows, ensuring prompt resolution of technical issues.

• Cross-Functional Collaboration: Working with other Service Lines to ensure seamless integration and alignment of end-user support services.

• Escalation Management: Acting as the primary escalation point for complex technical issues, applying expertise to efficiently troubleshoot and resolve problems.

• Service Level Management: Establishing and maintaining Service Level Agreements (SLAs) to guarantee high-quality service delivery and adherence to performance metrics.

• Performance & Development: Conducting regular performance reviews, setting goals, and providing constructive feedback to foster team members' professional growth.

• Continuous Improvement: Staying current with industry best practices in end-user support and IT Service Management, continually refining processes and procedures.

• Stakeholder Management: Collaborating with stakeholders to understand needs and priorities, securing resources and support to meet organizational goals.

• Compliance & Security: Ensuring adherence to IT policies, procedures, and security standards, thereby mitigating potential risks and vulnerabilities.

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Are you a MATCH?

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.

• Demonstrated experience managing end-user services teams within a corporate environment.

• Exceptional leadership, interpersonal, and communication skills.

• Proven ability to manage multiple projects and prioritize tasks effectively.

Technical Qualifications

• Extensive experience with Desktop/Laptop imaging.

• Substantial experience deploying corporate managed Mobile Devices (MDM).

• Strong knowledge of Windows 11.

• In-depth knowledge of various devices (Laptops, Desktops, Tablets, Chromebooks, Mobile Devices).

• Familiarity with Active Directory.

• Knowledge of Printing Services.

• Practical experience with the IT Infrastructure Library (ITIL) framework.

• Experience with an ITSM tool, preferably Service Now.

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.