Service Delivery Lead

Service Delivery Lead
Toronto, Ontario

Job Purpose:

Working in a small and dedicated team, you will be responsible in ensuring the service delivery process is followed for all service calls and minting a timely closure of each request.  You will also play an integral role with escalation requests, parts management and ongoing support with your team. We expect the candidate to communicate expectations, assignments and responsibilities clearly and professionally.  This role also includes all aspects of ordering parts and understanding our parts strategy.

Key responsibilities and accountabilities:

  • Delegate tasks and set deadlines
  • Oversee day-to-day operation
  • Purchasing parts for Service requests
  • Price shopping with our vendors
  • Manage Part Numbers in E-Automate
  • Escalating any Back Orders
  • Escalation Management. Working with internal and external clients to be able to provide temporary solutions
  • Manage and development of the team by ensuring daily tasks are completed with accuracy
  • Track, route, and escalate unresolved issues to Client Service Manager
  • Constantly reviewing open service activity
  • Preserve and grow knowledge of dispatch procedures
  • Timely routing technicians to service calls
  • Prioritize service requests and schedule jobs accordingly to address the most urgent customer needs as quickly as possible
  • Schedule and coordinate service calls
  • Perform other duties as directed by management
  • Communicate with Technicians and other departments via email, and phone
  • Identify areas for improvement and make constructive suggestions for change
  • Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures
  • Ongoing commitment to professional development and industry certifications
  • Ability to liaise with clients, vendors, and partners at all levels of the organization
  • Triage and Diagnose service calls via remote tools, or by phone to remove the need to send a Service Technician to Site
  • Diagnose before Dispatch to ensure we give our customers exceptional support on time, every time
  • Focus on completing service calls in a timely and efficient manner, ensuring that constant communication is maintained with internal and external clients
  • Prioritize requests for service calls, keeping in mind our service level requirements
  • Must have the ability to manage multiple priorities concurrently
  • Must have excellent communication, problem solving and critical thinking skills
  • Must be able to work independently as well as within a team setting
  • Work with clients, providers and vendors to ensure service expectations are managed and met
  • Maintain and update documentation as required
  • Host weekly meetings with your team
  • Documenting and following up on important actions and decisions from meetings
  • Providing administrative support as needed
  • Build a strong relationship with employees, customers, and partners
  • Work to incorporate the SmartPrint Core Values into your everyday actions with clients
  • Escalate significant customer issues to the appropriate team member
  • Manage customer issues and concerns

Skills and Experience Requirements: 

  • Minimum Education – College Diploma or University Degree
  • Minimum of 5+ years customer service experience
  • Minimum of 3 years experience as a Team Lead or Supervisor
  • High level of commitment to exceptional customer service and relationship building
  • Ability to multitask
  • Must be perceptive and capable of relating to individuals at all levels
  • Manage ever changing priorities
  • Cool under pressure
  • Strong time management skills
  • Exceptional written and verbal communication skills
  • Strong problem solving, and organizational skills
  • Ability to work individually and in a team environment
  • Proficiency in office tools – Word, Excel, PowerPoint
  • Able to work in a high paced environment
  • Ability to work on tight deadlines
  • Can-do attitude

Type: Full Time
Reports to: Client Service Manager
Experience:  Mid-level
Functions: Customer Service/Service Delivery
Industries: Information Technology and Services
Compensation: Full time Hours and benefits


In return for your contributions, we offer an environment that supports and recognizes your professional
growth. In addition, we provide competitive compensation, including group benefits.

To apply for a career with SmartPrint, complete the form below and upload your resume.