Manager cultivating transformational donors for MS Canada, which supports people affected by multiple sclerosis. Building major - gift portfolios and philanthropic relationships across Canada.
About the role
- Service Delivery Manager supporting Genesys Cloud CX and CCaaS operations at global IT consultancy Miratech. Coordinating SLAs, incidents, reporting, customer communication, and continuous service improvement.
Responsibilities
- Support the coordination of CX service delivery and daily operations in alignment with SLA requirements
- Work closely with Genesys Cloud CX consultants, engineers, and support teams to track service activities and delivery progress
- Monitor service requests, tickets, shifts, and operational metrics to ensure timely response and issue resolution
- Participate in incident coordination, follow-up activities, and customer communication regarding support status and service metrics
- Prepare service reports and operational updates
- Support internal service review meetings with clients and delivery teams
- Maintain and update service documentation, knowledge base articles, and operational procedures
- Cooperate with customers within the framework of Service Delivery, including service status reviews, service reporting, and issue troubleshooting
- Collaborate with internal teams to identify opportunities for service improvements and operational efficiency
Requirements
- 2+ years of experience in Technical Support, IT services, or customer support environments
- Strong troubleshooting and problem-solving skills
- Ability to investigate and resolve technical issues efficiently
- Understanding of SLA principles
- Experience working within defined SLA requirements
- Good communication skills
- Ability to work effectively in a team environment
- Willingness to grow and develop within Support Services and cloud-based CX technologies
- Readiness to work PST hours
- Availability for weekend shifts
- English level: Upper-Intermediate or higher
- Ability to communicate with US customers and clarify requirements or requests
Benefits
- Comprehensive compensation and benefits package
- Health insurance
- Relocation program
- Remote work flexibility / Work From Anywhere Culture
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility opportunities
- Internship opportunities
- Impactful projects for top global clients
- Inclusive and supportive work environment
- Open communication
- Regular team-building company social events
- Sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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