Location: Montreal
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 willbe responsible formanaging 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-dayservice delivery meets or exceeds customer expectations andSLAs, including:active management of tickets; timelyresolution 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.
Identifyand manage performance metrics in support of achieving Service goalsand organizational strategies.
Work with clientsand internalspecialiststo develop a backlog that is prioritized according to client requirements.
Monitor and manage ticket dashboards to ensure workloads are balanced and onshore and offshorepercentages are maintained.
Facilitate escalation and collaboration between client leads, staffmembersand 3rd party partners.
Understand and manage project financials and the client contract, including anypotential change requests.
Manage client transition/onboarding activities.
Work with project teams tofacilitatethe transition between project and support.
Developtools andprocess to helpgrow the Application Managed Servicesteams.
What You'll Bring:
Your skills, knowledge, and experiences are what set you apart. Here's what we look for:
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, andpreparing 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 aneasy to understandmanner.
Certification(s) Preferred: ITILv3 or v4 Foundations Certification.
Experience with Cloud applications is an asset.
This position is also open to candidates based in the following locations:
Montreal, Quebec City, Sherbrooke, Laval, and Gatineau (Quebec).
The successful candidate requires 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.
This newly created role reflects our commitment to growth and delivering distinctive value for our clients and…
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