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PwC
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Territory Delivery Centre, Service Delivery Manager (remote work)

PwC
Reference ID: 65917WD

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Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Technology Strategy

Management Level

Manager

Job Description & Summary

A career within Technology Strategy services, will provide you with the opportunity to help organisations develop strategies that transform their technology capabilities and solve their most critical challenges. We focus on building technology enabled and agile operating models, planning their new enterprise architecture into a differentiating capability system that helps them win in the market, leveraging digital analytics to enhance the customer experience and optimising business operations, and using modern management techniques such as robotic process automation and next generation sourcing strategies to help our clients get fit for growth.

Responsibilities

As a Manager, you'll work as part of a team of problem solvers with extensive consulting and industry experience, helping our clients solve their complex business issues from strategy to execution. Specific responsibilities include but are not limited to:
  • Proactively assist in the management of a portfolio of clients, while reporting to Senior Managers and above
  • Be involved in the financial management of clients
  • Be actively involved in business development activities to help identify and research opportunities on new/existing clients
  • Contribute to the development of your own and team's technical acumen
  • Develop strategies to solve complex technical challenges
  • Assist in the management and delivering of large projects
  • Train, coach, and supervise staff
  • Keep up to date with local and national business and economic issues
  • Continue to develop internal relationships and your PwC brand


  • PwC's Territory Delivery Centre offers a range of services. Our more traditional Managed Services group helps organizations seeking to manage their operational costs and achieve performance goals that will help sustain long-term growth. We offer an end-to-end solution that includes defining application maintenance, enhancement support, cybersecurity orchestration and ongoing operations and service desk support. Over and above this we also provide cloud application optimization services which are both ad-hoc and planned activities.

    Our solutions help achieve a faster return on investment, lower operating costs, reduce risk, address talent shortages and improve a client's business focus. Our Managed Services solutions are flexible and customized to address a company's specific objectives. They are designed for fast, accurate and successful transition to business as usual.

    The Opportunity: Territory Delivery Centre - Service Delivery Manager, remote (Quebec province)

    This role is responsible for managing the daily operations of one or more managed services contracts and/or cloud optimization services ensuring performance standards and service levels are met.

    You will be interacting with individuals of varying titles and skill sets as well as a number of different competency groups (ex. Workday, Salesforce etc). 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.

    Additional responsibilities

  • Understand and manage the client contract, including any potential change requests
  • Understand and manage the project financials
  • Manage client transition/onboarding activities.
  • Insure day-to-day Service delivery meets or exceeds customer expectations and SLAs, including active management of tickets and timely resolution of issues.
  • Motivates and mentors the delivery teams to deliver outstanding customer service and adhere to defined processes and workflows.
  • Facilitate escalation and collaboration between client leads, staff members and 3rd party partners.
  • Communicate issue status, including progress updates and ticket closure.
  • Monitor and manage ticket dashboards to ensure workloads are balanced
  • Identify and manage performance metrics in support of achieving Service goal and organizational strategies.
  • Consistently leads sharing of best practices across the organization.


  • Desired Skills and Experience

  • Minimum 3 years of relevant work experience, including end user support.
  • Experience working with IT applications/procedures and processes.
  • 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.
  • Certification(s) Preferred: ITIL Service Management Certification.
  • Experience with managed services, including onboarding and t ransition services.
  • Experience with cloud applications is an asset.


  • Requirements

  • Ability to drive and deliver service excellence.
  • Experience in running Managed Services contracts
  • Experience in technology implementations (ex. SAP, Oracle, Workday, Salesforce etc)
  • Proven leadership and mentoring skills with a demonstrated ability to motivate a team to provide innovative solutions that deliver excellent customer service.
  • Strong analytical skills with the ability to interpret data and create simple but compelling action plans. Ability to translate and articulate complex issues in an easy to understand manner.
  • Ability to drive operational excellence through people, processes and tools, and to identify ways to improve the overall Service performance through change i mplementation.
  • Problem solver who can manage a team through daily and crisis situations with a rational approach, mature judgment and clear coordination of tasks.
  • Functional and technical understanding of defined Tier 1, 2 and 3 issues and solutions.
  • Excellent organizational, presentation and communication skills.
  • Exceptional customer and client relationship management skills.
  • Bilingual French and English is an asset.


  • Education

  • Bachelor degree, diploma in related field or equivalent experience


  • Education
    (if blank, degree and/or field of study not specified)
    Degrees/Field of Study required:

    Degrees/Field of Study preferred: Bachelor Degree

    Certifications
    (if blank, certifications not specified)

    Desired Languages
    (If blank, desired languages not specified)
    English, French

    Travel Requirements

    Up to 40%

    Available for Work Visa Sponsorship?

    No

    Government Clearance Required?

    No

    Job Posting End Date

    PwC is committed to building a diverse workforce representative of the communities we serve. We encourage and are pleased to consider all qualified candidates, without regard to race, colour, citizenship, religion, sex, marital / family status, sexual orientation, gender identity, aboriginal status, age, disability or persons who may require an accommodation, to apply.

    Posted: May 17, 2019
    Closes: July 16, 2019