• This role is your springboard to a management position. We invest in our people and their ambitions.
• Flexible work hours from the office (work-life balance, anyone?).
• Short-term incentive plan up to $20k based on how the team performs (because teamwork makes the dream work).

In this dual-faceted role, you'll be the glue that holds everything together, ensuring our IT projects are delivered on time, within budget, and exceeding client expectations. This role also serves as a stepping stone to management, with the potential to earn a Service Delivery Manager title as you grow with us.

Here's what makes working with our client so special:

Make a Difference: Your work directly contributes to the success of our projects and the overall satisfaction of our clients.

Learning & Growth: We foster an environment of continuous learning, and you'll be encouraged to develop your skills and expertise.

Teamwork Makes the Dream Work: We value collaboration and believe in achieving success together.

Career Advancement: This role is your next-step to a management position. We invest in our people and their career aspirations.

What you'll be doing:

Project Navigator: You'll wear many hats, from managing timesheets and resources to ensuring project timelines and budgets are adhered to. You'll have a knack for streamlining processes and keeping projects on track.

Communication Bridge: You'll be the bridge between engineers, technicians, and clients, fostering clear communication and ensuring everyone is aligned on project goals.

Client Advocate: You'll have the opportunity to build relationships with clients, understand their needs.

Typical tasks include

• Ensure all timesheets are completed daily.
• Review the time entries against managed contracts and block hour agreements to ensure they are accurate and fair.
• Ensure technical resources are recording their time to the correct agreements.
• Manage the escalation process of tickets throughout the team.
• Oversee all project delivery from Design, Implementation and hand over.
• Ensure Accounts are notified on completion of all engagements – so that projects can be invoiced upon completion.
• Ensure regular project updates are going out for all open projects.
• Ensure projects are being completed within the hours budgeted.
• Ensure the monitoring platform and alerts mailbox are being addressed and actioned.
• Maintain the After-Hours schedule.
• Meet with some customers from time to time and obtain feedback
• Help arrange engagement activities for the team (quarterly meetings, summer and Christmas get-together etc.)

We're looking for someone who:

• Has a solid 2+ years of experience in a similar role.
• Can juggle multiple tasks like a pro and thrives in a fast-paced environment.
• Is a clear communicator who can connect with all types of personalities.
• Has a keen eye for detail and a passion for accuracy.
• Ideally has some experience in IT project or service management or a related field.

Bonus points if you have:

• Experience working in a customer service role – you know how to keep people happy.
• A genuine interest in technology and how IT projects come together.
• A knack for problem-solving and thinking on your feet.

If you want to lead a team like that from a service delivery perspective, then apply. If you are not sure yet, just send your application through and we’ll make sure you get to have a chat about what you want for your next role.