PwC
ManagedServices,ServiceDeliveryManager(BilingualFR/EN)
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optimal for Manager candidates.
“Managed Services, Service Delivery Manager (Bilingual FR/EN) at PwC. Skills: Managed Services, Service Delivery Management, Client Relationship Management, Team Leadership, Operational Excellence, ITIL Processes. managing the daily operations of one or more managed services contracts and/or cloud support services ensuring performance standards and service levels are met. Ensure day-to-day service delivery meets or exceeds customer expectations and SLAs”
What You'll Achieve.
ensuring performance standards and service levels are met; achieving Service goals and organizational strategies; achieve their strategic objectives; achieving their strategic objectives; deliver outstanding customer service; deliver sustained outcomes
Industry & Context.
analyse client needs; implement software solutions; provide training and support; optimise operational efficiency; achieve strategic objectives; analyse their needs; implement software solutions; offering training and support; optimising operational efficiency; achieving their strategic objectives; active management of timely resolution; Identify and manage performance metrics; develop a backlog that is prioritized according to client requirements; Facilitate escalation and collaboration; Develop tools and process
Bilingual FR/EN
What They're Looking For.
Must Have
6+ years working in a technology environment, Experience working in a consulting environment, Experience working 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, Experience holding people accountable, Experience 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, Fluency in French
Nice to Have
ITILv3 or v4 Foundations Certification, Experience with Cloud applications
What You'll Do.
managing the daily operations of one or more managed services contracts and/or cloud support services ensuring performance standards and service levels are met
Ensure day-to-day service delivery meets or exceeds customer expectations and SLAs
active management of timely resolution of leading team huddles to ensure work is management of hours worked
Communicate issue status
including progress updates and ticket closure
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
Manage client transition/onboarding activities
Develop tools and process to help grow the Application Managed Services teams
How You'll Work.
Team & Collaboration
interacting with individuals of varying titles and skill sets; interacting with Cloud Technology competency groups; Facilitate escalation and collaboration between client leads, staff members and 3rd party partners; Work with project teams to facilitate the transition between project and support
Communication Scope
Ability to translate and articulate complex issues in an easy to understand manner
Process & Methodology
Understand and manage project financials and the client contract, including any potential change requests
Full Job Description
**Line of Service** Advisory **Industry/Sector** Not Applicable **Specialism** SAP **Management Level** Manager **Job Description & Summary** At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation 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, analysing their needs, implementing software solutions, and offering training and support for effective utilisation of SAP applications. Your versatile knowledge will allow you to assist clients in optimising 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. Responsibilities include but are not limited to: * 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 ad
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