Customer Experience Manager

2 months ago

Montréal, Canada Fujitsu Full time

**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.

**Key Accountabilities**
- Manages the Service Desk Team agents 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.

**Experience**
- 3-5 years’ experience in a Service Desk Management role in Managed Services
- 4+ years of people and organizational leadership experience

**Key Accountabilities**
- Manages the Service Desk Team agents’ 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 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.

**Competencies**
- Experience working with Union based employees a plus.
- 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.
- Good data analysis and reporting skills
- Able to manage medium size teams (

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