Service Delivery Manager, EPIC

3 weeks ago

Winnipeg Manitoba AC, Manitoba, Canada Bell Canada Full time

A proud part of the Bell MTS family of companies, Epic specializes in delivering a full suite of IT services to help Manitoba businesses succeed. Whether our customers are looking for managed, cloud, or professional services, they can count on our team of technical experts to deliver the solution that is right for them.

New employees at Epic enter a dynamic workplace operating in a sophisticated, high-technology industry. To put it simply, we challenge our people every day to embrace change and innovation. We also recognize that talented, creative people have many options when choosing where to pursue their careers. Our company offers a wide variety of career development paths and we constantly invest in our people.

The bottom line: we're looking for innovative, flexible, team-oriented individuals with an appetite for the excitement and constant changes of the IT industry.

Summary

Reporting to Manager, Client Services the successful applicant will maintain strong customer relationships and improve our services to maintain customer satisfaction, while maintaining contracted Service Level Agreements (SLA's) and improving account profitability. You will demonstrate excellent communication and computer skills.

Key Responsibilities
  • Develop a solid working relationship with assigned key client contacts by interacting with them regularly, ensuring the client is aware of the services delivered and their value through professional, quality customer service.
  • Working with the Account Manager and delivery team, contributes to the strategy, content development and presentation of client annual roadmaps. This role chairs the roadmap review with the client, ensuring the reviews are completed annually, while the account manager is accountable for the business development strategy stemming from the roadmap. This could include supporting the Account Manager in contract renewals and/or amendments.
  • Accountable for chairing regular client meetings (status meetings, business reviews, or executive checkpoints), taking minutes and action items, discussing issues and progress, and running any supporting reports.
  • Deliver accurate monthly (or appropriately timed) business reviews including KPIs, SLAs, inventory audits and commentary, communicating reports internally for best practice contract management action items and tool/system/billing updates and changes.
  • Act as a conduit to Inside Sales and Account Management, where the customer requires the procurement of new products, licensing, or warranty renewals. Ensure quotes are prepared, processed, and invoiced promptly and efficiently. Notifies the account team and creates contract amendments when equipment alterations are observed. This occurs throughout the course of the year, not just at renewal time.
  • Reviews that tickets have appropriate client-facing comments, and that time is recorded and appropriately categorized. Escalates to right technical reporting manager where expectations are not being met by the delivery team.
Critical Qualifications
  • 2 – 4 years of IT service delivery / customer management experience with a strong customer focus and solid understanding of how customer requirements dictate service delivery.
  • Experience understanding business, analytics, and financial processes.
  • Strong decision-making skills.
  • Superior interpersonal skills, strong written and verbal communication skills.
  • Working knowledge of Microsoft office applications.
  • ITIL training an asset.
  • Project management experience an asset.

Additional Information:
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Manitoba : Winnipeg
Flexible work profile: Mobile
Application Deadline: 08/28/2024

Please apply directly online to be considered for this role. Applications through email will not be accepted.

Epic is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.

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