Service Delivery Manager

2 days ago

Winnipeg, Manitoba, Canada Bell Canada Full time
Job Title: Service Delivery Manager

A key member of the Bell Canada team, the Service Delivery Manager plays a vital role in ensuring the successful delivery of IT services to our customers. As a seasoned professional with a strong customer focus, you will be responsible for maintaining strong relationships with key client contacts, improving our services to meet customer satisfaction, and maintaining contracted Service Level Agreements (SLAs) while improving account profitability.

Key Responsibilities:
  • Develop and maintain strong relationships with assigned key client contacts through regular interactions, ensuring the client is aware of the services delivered and their value through professional, quality customer service.
  • Contribute to the strategy, content development, and presentation of client annual roadmaps, chairing the roadmap review with the client and ensuring the reviews are completed annually.
  • Chair regular client meetings, taking minutes and action items, discussing issues and progress, and running supporting reports.
  • Deliver accurate monthly 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, ensuring quotes are prepared, processed, and invoiced promptly and efficiently, and notifying the account team and creating contract amendments when equipment alterations are observed.
  • Review tickets for client-facing comments, time recorded, and categorized, escalating to the 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.

Bell Canada is committed to diversity and inclusion. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

Bell Canada is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity and promotes equal opportunities for all employees.

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