Site Manager

Are you passionate about providing solutions to clients and want to work for a company who has made a commitment to excellence?

We are looking for a dynamic and results-focusedSite 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 the following:
  • Windows server and Active directory
  • Virtualization (server, desktop, application)
  • Linux, UNIX server
  • Network infrastructure
  • Infrastructure security
  • Cloud technologies (Azure, Google or Amazon AWS)
  • Converged or Hyper-converged infrastructure
  • 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