Service Delivery Manager, Epic

1 month ago

Winnipeg, Manitoba, Canada Bell Canada Full time

Job Summary: Deliver exceptional customer service and drive business growth as a Client Services professional, responsible for maintaining strong customer relationships and improving services to meet customer satisfaction and contracted SLAs.

Epic, a proud part of the Bell MTS family of companies, specializes in delivering a full suite of IT services to help Manitoba businesses succeed. Our team of technical experts delivers tailored solutions to meet the unique needs of each customer.

We're looking for innovative, flexible, and team-oriented individuals with a passion for the IT industry. As a Client Services professional, you'll have the opportunity to work with a dynamic team and contribute to the growth and success of our customers.

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.
  • Contribute to the strategy, content development, and presentation of client annual roadmaps, chairing roadmap reviews with the client and supporting the Account Manager in contract renewals and amendments.
  • Chair regular client meetings, take minutes and action items, discuss issues and progress, and run 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 of contract amendments.
  • Review tickets for client-facing comments, time recording, and categorization, escalating to the right technical reporting manager where expectations are not being met.
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.

Epic offers a dynamic and challenging work environment, with opportunities for career growth and development. We value the experiences that have shaped who you are and recognize the diversity of your talent will bring even greater strength to our team.

We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know.

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