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Customer Experience Manager
4 months ago
Role Purpose
The Customer Experience Manager will lead a front-line team whose focus is about providing a friendly, knowledgeable, personalized and efficient IT experience for the Client’s employees. The Customer Experience Manager will work closely with the Service Delivery Manager and will ensure that all Service Desk Services, Delivery commitments and Deliverables required under the Contractual Agreement are provided to the Client in accordance with the Agreement. This includes managing and monitoring of XLAs/SLAs (Experience Level & Service Level Agreements), the ongoing management of Service Desk Operations to provide the agreed levels of service, and continually and proactively working to improve service delivery, value-add and meet sustainability targets. Reports to North America Service Desk Practice Leader.
Location/Workstyle:
- Fulltime / Permanent
- Hybrid - Edmonton, AB or Montreal, QC - Minimum 3 days a week onsite in either Edmonton or Montreal locations.
- As this is a hybrid-work role, candidates must be based in either the Edmonton or Montreal regions.
Key Accountabilities
- Manages the Service Desk Team agent's delivery to the customer contracted service commitments & continual service improvements driving development, effectiveness and innovation.
- Develops effective relationships with customer’s management team.
- Actively owns service risks & improves productivity for customers & Fujitsu in order to increase profitability (Fujitsu) & continually improve cost effectiveness (Fujitsu & customer).
- In conjunction with the customer identifies & defines continuous service opportunities and manages deployment and acceptance into service (in conjunction with client).
- Proactively leads internal and external suppliers in a service partnership as ‘One Service Team’.
- Leads the continual improvement of Service Delivery standards & practices.
Required Experience
- 3-5 years’ experience in a Service Desk Operations Management role in Managed Services
- 4+ years of people and organizational leadership experience
- Experience working with offshore/nearshore staff desired, but not required
Competencies
- Proficient with managing and delivering superior Customer Satisfaction - when needed can develop and implement a Continuous Improvement & Action plan.
- Strong English written and verbal communication skills and capable of interfacing directly with clients.
- French Language desired but not required.
- Good data analysis and reporting skills
- Able to manage medium size teams (
