• Service Management Lead, Service Delivery, IT

    Job Locations CA-ON-Toronto
    Posted Date 4 weeks ago(6/20/2018 9:45 AM)
    Job ID
    # Positions
    Job Type
    Full Time
    Years of Experience
    Job Industry
    Accounting and Auditing Services, Computer Software, Technology Services
  • About Us

    BDO. Because relationships matter.
    There are many world-class accounting & advisory firms. Far fewer that offer a culture so rich in professional opportunity, personal fulfillment, and long-term growth. At BDO, we understand that exceptional service to our clients begins – and ends – with exceptional regard for our people. Because at its core, our business is not about numbers or spreadsheets, dollars or pence, but about people working with, for, and in service of others. In short, because relationships matter.

    Job Description (EN)

    Position Summary   


    Reporting to the Sr. Manager, End User Services, the Service Management Lead (SML) is primarily responsible for aligning internal support activities with our outsourced service providers to insure seamless integration in the support eco system, with a primary focus on Service Desk activities. The SML will work with service providers to insure service are meeting Service Standards, and if not will work with the providers to insure appropriate service improvement activities are underway.

    In addition, the SML will insure service tools and processes are in place to enable outsourced vendors to perform their duties.

     Key Accountabilities and Responsibilities:

    • Monitor services provided by internal and external supplier to insure BDO is receiving expected services.
    • Asset in implementing and monitoring service improvement activities
    • Assist in establishing SLA’s and the ability to report against them.
    • Lead the introduction of new services (i.e. applications) into the existing support ecosystem, primarily the service desk.
    • Develop and maintain effective relationships with key business partners, internal firm functions and IT stakeholders, ensuring business and service objectives are met
    • Work with Project Managers to ensure service expectations are included in project plans to build out successful product launches.
    • Manage vendor expectations in regards to how they integrate into the BDO support model
    • Identify areas of efficiencies where activities could be provided by more effective suppliers

     Education and Professional Skills/Knowledge:

    • 2-3 years of experience in a Service Management or Vendor Management role.
    • Undergraduate degree or post-secondary education preferably in Business Administration, or Information Technology
    • Self-starter and strong multi-tasking capabilities with proven experience in identifying and balancing priorities
    • Demonstrated ability to work effectively with minimal supervision and in a team environment
    • Strong verbal and written communication skills with the ability to effectively participate in project strategy, planning and approach
    • Basic understanding of ITIL principles
    • Experience in an outsourced/multi-sourced environments
    • Experience with MS Suite of products (Word, Excel, Visio, Project, SharePoint)
    • Experience with ServiceNow would be an asset.

    Our Vision: One Firm engaged to make a difference through valued relationships with our people, clients and communities.





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