Groundbreaker. Game changer. Pioneer.

TRC has long set the bar for clients who require more than just engineering, combining science with the latest technology to devise innovative solutions that stand the test of time. From pipelines to power plants, roadways to reservoirs, schoolyards to security solutions, clients look to TRC for breakthrough thinking backed by the innovative follow-through of an industry leader.

TRC's professionals work with a broad range of commercial, industrial and government clients and the communities they serve. We deliver breakthrough solutions that address local needs -- so our clients can better succeed in an ever-changing world.

Working at TRC means tackling interesting, meaningful projects. We pride ourselves on our collaborative spirit, entrepreneurial zeal and agile corporate structure. We recognize that the expertise of our staff is our strongest asset, so we generously reward employees for successful performance and invest in their careers through training and the development of new skills and certifications.

The Service Delivery Manager (SDM) is a key role responsible for ensuring the successful delivery of services to our customers. The SDM will act as the primary point of contact for several customer accounts, ensuring their satisfaction, resolving escalations, and maintaining strong relationships. This role requires a proactive individual who can collaborate with internal teams, manage complex projects, and provide strategic input to ensure customer success and business growth.

Customer Relationship Management:

• Own and manage relationships with multiple customers, acting as the primary point of contact for service delivery.
• Serve as an escalation point for customer concerns, ensuring timely resolution and customer satisfaction.
• Proactively engage with customers to understand their needs, expectations, and feedback, ensuring services align with their business goals.
• Represent customers when working with software vendors to ensure their needs are met and issues are resolved.

Service Delivery Coordination:

• Collaborate with Technical Specialists and the Support Desk team to ensure seamless service delivery and issue resolution.
• Oversee the delivery of services to meet agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Provide project management support to Technical Specialists for complex projects, upgrades, and implementations.
• Ensure project milestones are met, risks are mitigated, and deliverables are completed on time and within budget.

Customer Reporting and Meetings:

• Facilitate weekly customer progress meetings, ensuring actions are planned, tracked, and completed effectively.
• Prepare and deliver monthly Service Review Reports, providing insights into service performance, issues, improvements and support tickets statistics.
• Lead and chair Service Review Meetings with customers to discuss performance, updates, and future plans.

Forecasting and Planning:

• Contribute to resource and revenue forecasting for assigned customer accounts, ensuring the delivery is within budget.
• Identify opportunities for service improvements and additional revenue streams within customer accounts.

• Proven experience in a Service Delivery Manager or similar customer-facing role.
• Strong understanding of IT service management principles and practices. ITIL certification or equivalent knowledge of IT service management frameworks.
• Excellent relationship management and communication skills, with the ability to build trust and rapport with customers.
• Experience in project management, including planning, execution, and risk management.
• Analytical skills to prepare and interpret customer reports and forecasts.
• Ability to manage multiple priorities and work effectively under pressure.
• Familiarity with software vendor management and working with third-party providers.
• Experience in resource and revenue forecasting.

Characteristics and Attributes

• Customer-focused mindset with a commitment to delivering exceptional service.
• Strong problem-solving and decision-making skills.
• Proactive and results-oriented approach to managing tasks and responsibilities.
• Excellent organisational and time management skills.
• Collaborative team member with the ability to work across teams and with external stakeholders.

TRC is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all employees.

The complete job description and application are available on TRC’s career site.

TRC accepts applications for this position on an ongoing, rolling basis and reserves the right to cancel this posting at any time.