Managed Services, Service Delivery Manager (Bilingual FR/EN)

PwC•Montreal, QC

4d•Hybrid

About The Position

At PwC, our people in business application consulting specialize in consulting services for a variety of business applications, helping clients optimize operational efficiency. These individuals analyze client needs, implement software solutions, and provide training and support for seamless integration and utilization of business applications, enabling clients to achieve their strategic objectives. As a SAP consulting generalist at PwC, you will focus on providing consulting services across various SAP applications to clients, analyzing their needs, implementing software solutions, and offering training and support for effective utilization of SAP applications. Your versatile knowledge will allow you to assist clients in optimizing operational efficiency and achieving their strategic objectives. The Opportunity: As a Managed Services, Service Delivery Manager (Bilingual FR/EN), unlock your potential and embrace the chance to drive meaningful outcomes that’ll elevate your career. You will be responsible for managing the daily operations of one or more managed services contracts and/or cloud support services ensuring performance standards and service levels are met. You will be interacting with individuals of varying titles and skill sets as well as with the Cloud Technology competency groups. This position is fast paced and growth-oriented, and you will be part of a hardworking team that encourages career development, collaboration, and work-life balance.

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.
Fluency in English, in addition to French as they will be required to support or collaborate with English-speaking clients, colleagues and/or stakeholders during the course of their employment with PwC Canada.

Nice To Haves

ITILv3 or v4 Foundations Certification.
Experience with Cloud applications is an asset.

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.