Senior Technical Service Delivery Specialist

About Vencer Group

Vencer Group is a privately-owned corporation based in Calgary, Alberta, serving clients across Western Canada, the USA, the UK, UAE, Thailand, and Turkey.
Our ability to continuously support our clientele and exceed expectations is driven by our wealth of experience and knowledge, coupled with industry leading partnerships.

For over 15 years Vencer Group has been providing IT support to a growing client base in local industries such as Energy, Real Estate, Cannabis Cultivation and Retail, Property Management, Consulting, Service Industries, and more.
We have experience assisting our clients through reorganization, acquisition, divestiture, relocation, consolidation, and can provide full turnkey support for Critical Infrastructure and Information Technologies.
We are focusing on growth in 2025 and currently looking to onboard new clients into our fractional IT services portfolio, while maintaining a high level of service delivery for our existing customers.

Position Overview

Vencer Group is seeking a driven and highly skilled superstar to help round out and inspire our IT team to nurture and develop strong client relationships.
We are looking for a natural leader and extrovert, with a balance of technical product and solutions knowledge, and customer facing abilities.
This role requires advanced technical proficiency, project management skills, and exceptional customer service.

We are pursuing a multi-faceted individual who can manage new clients through the onboarding, deployment, operations and management cycle, while relating to them in a non-technical manner.
We also require an individual to plan, deploy, manage and maintain complex project deliveries for clients of different sizes in different industries.

The ideal candidate thrives in a fast-paced, dynamic environment, demonstrates a strong track record of service delivery, and is dedicated to ensuring successful outcomes.
As a highly collaborative individual, you are ready to execute successful projects, proposals and infrastructure deployments.
You are capable of managing the changing dynamics of projects and client expectations.
Preference for someone who has worked in the MSP space in a leadership role for over 5 years.

Key Job Responsibilities

Client-Focused Service Planning and Delivery:

• Collaborate with stakeholders to build and maintain strong relationships with clients, identifying opportunities to enhance their experience and satisfaction.
• Evaluate existing IT environments and recommend enhancements to optimize performance.
• Develop and implement strategic plans for IT service delivery and operational excellence.
• Develop and maintain comprehensive documentation of IT systems, processes, and client solutions.
• Support IT team members to foster a collaborative and high-performing environment.

Technical Expertise and Project Operations:

• Provide technical expertise for client issues related to servers, networking, and IT infrastructure.
• Oversee the configuration, maintenance, and support of systems, including Windows servers, Microsoft Exchange, VMware, Hyper-V, and network infrastructure (e.g., switches, firewalls).
• Help manage the team's 24/7 on-call response to critical system alerts and ensure timely resolutions

Sales Support and Business Strategies:

• Support client-facing meetings to present IT proposals, review progress, and discuss strategies for improvement.
• New client onboarding proposals and support
• Collaborate with senior management to align operational strategies with organizational goals.
• Oversee IT projects, ensuring completion within scope, timeline, and budget.

Desired Skills and Experience

• Extroverted, self-motivated, detail-oriented, organized, and results-driven - experienced in managing and delivering projects within scope, timeline, and budget.
• Proven ability to build and maintain long-term client relationships with a focus on exceptional service.
• Excellent communication and interpersonal skills, with high emotional intelligence.
• ~10 years of experience in IT operations, server support, and client-facing roles.
• Demonstrated leadership experience
• Has experience working in a 'Time entry' environment, used to working with ticketing systems
• Experience working with MFA, EDR/MDR, Email Security, RMM, PSA, and other common MSP platforms
• Strong prioritization and multitasking abilities in a high paced work environment
• Capable of 'deep diving' into technology solutions and creating actionable recommendations and plans
• Demonstrated experience onboarding new clients into an IT service portfolio.
• Proven comprehension of business operations, specifically in small and midsized oil and gas companies.
• This is a technical role:
  We require technical expertise and aptitude in server and application administration, networking, virtualization technologies, automated application deployment, and monitoring services.
• Industry certifications (e.g., PMP, ITIL, or vendor-specific credentials) are a plus, but not required

Compensation

• Initial compensation to be determined based on experience and fit for the role
• No salary bands or limits on pay - Completely based on experience and performance
• Vast opportunities for growth into leadership positions and strong opportunities for personal development
• Great culture, benefits, and support from coworkers and executive leadership (we like to think so)

Hiring Policies:

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Vencer Group will be based on merit, qualifications, and the needs of the organization.
Vencer Group does not discriminate in employment opportunities or practices based on race, color, religion, sex, national origin, age, disability, ancestry, medical conditions, family care status, sexual orientation, or any other basis prohibited by law.
Vencer Group will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship to the extent required by law.
This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.

Applicant Submissions:

If you believe yourself to be a qualified applicant and would enjoy working with the Vencer team, please submit your résumé and cover letter to ***; Attn:
Vencer Group Application. We thank you for your submittal; only suitable candidates can expect to be contacted for an interview.