Bilingual Service Delivery Coordinator

7 days ago

Toronto, Canada BGIS Full time

**Who We Are**

**SUMMARY**

The **Service Delivery Coordinator (Bilingual FR/EN)**is responsible for overseeing and coordinating the effective delivery of a variety of services including the management of the life cycle of work orders. This is done by ensuring that vendors adhere to SLAs and complete work on time to maintain a high level of customer service. In addition, the coordinator ensures adherence to policies and procedures, ensuring data integrity, quality planning, and KPI work order metrics are achieved.

**KEY DUTIES & RESPONSIBILITIES**

**Service Delivery**
- Facilitate alignment of client required services with contracts, schedules, and Pos.
- Review of work orders to determine if invoiceable or non-invoiceable.
- Schedule access for internal and external service providers with the facility when required.
- Prepare weekly/monthly summaries of work order performance for internal and external service providers.
- Follow up with internal and external service providers to ensure all SLA’s are achieved.
- Review compliance documentation and upload to RealConnect.
- Create on demand work orders for service delivery.
- Ensure client required supporting documentation for quote and invoice submissions are provided.
- Review and submit all estimates to the required approver(s) following client quote process.
- Submit PO requests.
- Generate required data for SLA Scorecard.
- Report Intelex incidents.
- Submit Avetta requests.
- Available to work evenings and weekends.
- Other duties as assigned.

**Innovation**
- Advise management team of issues, concerns or noncompliance to standards.
- Review internal and external reports and provide operational recommendations.
- Identifies opportunities for possible efficiency and/or simplification of processes.

**Data Integrity**
- Adheres to processes and company standards.
- Maintain a database of requests to meet reporting and analysis requirements.

**Memorable Customer Experiences**
- Establish and maintains working relationships with Clients and service providers.Review CSAT.

**KNOWLEDGE & SKILLS**
- **Strong written and verbal communication in French and English**:

- Strong customer-oriented skills. (1-3 years experience)
- Strong administrative and organizational skills. (1-3 years experience)
- Analytical and problem solving skills. (1-3 years experience)
- Ability to work independently. (1-3 years experience)
- Strong attention to detail and data accuracy. (1-3 years experience)
- Ability to communicate clearly and effectively with others for the purpose of data exchange, clarification and follow up. (1-3 years experience)Experience working in a Shared Service environment. (1 year experience)

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success

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