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

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.

Service Delivery Manager, Bilingual FR/EN

Key skills