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

Location: Montreal

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 (Application, infrastructue, AI) ensuring ITSM norms are met.

You will be interacting with individuals of varying titles and skill sets as well as with the consulting service 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 and 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.

Additional Locations: Québec City