Appliance Delivery Assistant handling deliveries and installations for Gofor Delivers. Working as part of a team to provide excellent customer service across Montreal.
About the role
- Managed Services, Service Delivery Manager at PwC, focusing on optimizing operational efficiency and client support across SAP applications. Leading a team and managing service delivery contracts and cloud support.
Responsibilities
- Ensure day-to-day service delivery meets or exceeds customer expectations and SLAs, including: active management of tickets; timely resolution of issues; leading team huddles to ensure work is progressing; management of hours worked
- Motivates and mentors the delivery teams to deliver outstanding customer service and adhere to defined processes and workflows
- Communicate issue status, including progress updates and ticket closure
- Identify and manage performance metrics in support of achieving Service goals and organizational strategies
- Work with clients and internal specialists to develop a backlog that is prioritized according to client requirements
- Monitor and manage ticket dashboards to ensure workloads are balanced and onshore and offshore percentages are maintained
- Facilitate escalation and collaboration between client leads, staff members and 3rd party partners
- Understand and manage project financials and the client contract, including any potential change requests
- Manage client transition/onboarding activities
- Work with project teams to facilitate the transition between project and support
- Develop tools and process to help grow the Application Managed Services teams
Requirements
- 6+ years working in a technology environment
- Experience working in a consulting environment, and within a Managed Services environment
- Relevant work experience, including end user support and experience with managed services
- Experience working with front office applications
- Knowledge of ITIL support processes and experience in applying them to the operation of support services
- Experience defining and improving processes, holding people accountable, and preparing and presenting performance metrics to leadership
- Proven leadership with a demonstrated ability to motivate a team to provide innovative solutions that deliver excellent customer service
- Ability to translate and articulate complex issues in an easy to understand manner
- Certification(s) Preferred: ITILv3 or v4 Foundations Certification
- Experience with Cloud applications is an asset.
Benefits
- Competitive compensation package
- Inclusive benefits
- Flexibility programs
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