PwC
ManagedServices,ServiceDeliveryManager(BilingualFR/EN)
“Managed Services, Service Delivery Manager (Bilingual FR/EN) at PwC. Skills: Service Delivery Management, Managed Services, Cloud Support Services, Client Relationship Management, Team Leadership, Process Improvement, Performance Metrics Management, ITIL. managing the daily operations of one or more managed services contracts and/or cloud support services ensuring performance standards and service levels are met. interacting with individuals of varying titles and skill sets as well as with the C”
What You'll Achieve.
ensuring performance standards and service levels are met; achieving Service goals and organizational strategies; optimising operational efficiency; achieving their strategic objectives; deliver outstanding customer service
Industry & Context.
analyse client needs; implement software solutions; provide training and support; optimise operational efficiency; achieve strategic objectives; active management of timely resolution; identify and manage performance metrics; develop a backlog that is prioritized; Develop tools and process
Bilingual FR/EN, Candidates based in Montreal, Quebec City, Sherbrooke, Laval, and Gatineau (Quebec) are also considered.
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
interacting with individuals of varying titles and skill sets as well as with the Cloud Technology competency groups
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
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
How You'll Work.
Team & Collaboration
interacting with individuals of varying titles and skill sets; interacting with the Cloud Technology competency groups; Facilitate escalation and collaboration between client leads, staff members and 3rd party partners; Work with project teams
Communication Scope
Communicate issue status, including progress updates and ticket closure; Ability to translate and articulate complex issues in an easy to understand manner; Bilingual FR/EN
Process & Methodology
Understand and manage project financials, Understand and manage the client contract, Manage any potential change requests, Manage client transition/onboarding activities, Facilitate the transition between project and support
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