Service Delivery Coordinator

6 months ago

Toronto, Canada BGIS Full time

Who We Are

Nous cherchons à embaucher un coordonnateur de la prestation de services bilingue (français/anglais) à temps plein pour travailler à distance à partir de l'Ontario. L'horaire de travail sera du samedi au mercredi.

RÉSUMÉ
Le coordinateur de la prestation de services est chargé de superviser et de coordonner la prestation efficace d'une variété de services, y compris la gestion du cycle de vie des ordres de travail. Pour ce faire, il veille à ce que les fournisseurs respectent les accords de niveau de service et effectuent le travail dans les délais impartis afin de maintenir un niveau élevé de service à la clientèle. En outre, le coordinateur veille au respect des politiques et des procédures, à l'intégrité des données, à la planification de la qualité et à la réalisation des indicateurs clés de performance des ordres de travail.

FONCTIONS ET RESPONSABILITÉS PRINCIPALES

Prestation de services
- Faciliter l'alignement des services requis par le client sur les contrats, les calendriers et les Pos.
- Examiner les ordres de travail pour déterminer s'ils sont facturables ou non facturables.
- Programmer l'accès des prestataires de services internes et externes à l'établissement, le cas échéant.
- Préparer des résumés hebdomadaires/mensuels des performances des ordres de travail pour les prestataires de services internes et externes.
- Assurer le suivi avec les prestataires de services internes et externes pour veiller à ce que tous les accords de niveau de service soient respectés.
- Créer des ordres de travail à la demande pour la prestation de services.
- S'assurer que les documents justificatifs requis par le client pour les soumissions de devis et de factures sont fournis.
- Examiner et soumettre toutes les estimations à l'approbateur (ou aux approbateurs) requis en suivant le processus de devis du client.
- Examiner les factures des tiers.
- Soutenir les régularisations.
- Soumettre les demandes de PO.
- Générer les données nécessaires pour le tableau de bord SLA.
- Rapporter les incidents Intelex.
- Soumettre des demandes Comply Works.
- Autres tâches assignées.

Innovation
- Informer l'équipe de direction des problèmes, des préoccupations ou du non-respect des normes.
- Examiner les rapports internes et externes et formuler des recommandations opérationnelles.
- Identifier les possibilités d'efficacité et/ou de simplification des processus.

Intégrité des données
- Respecter les processus et les normes de l'entreprise.
- Maintenir une base de données des demandes afin de répondre aux exigences en matière de rapports et d'analyses.
- Signaler les incidents liés à Intelex. Expériences mémorables avec les clients
- Établir et maintenir des relations de travail avec les clients et les fournisseurs de services.
- Examiner le CSAT.

CONNAISSANCES ET COMPÉTENCES
- Solides compétences orientées vers le client. (1-3 ans d'expérience)
- Solides compétences administratives et organisationnelles. (1-3 ans d'expérience)
- Compétences en matière d'analyse et de résolution de problèmes. (1-3 ans d'expérience)
- Capacité à travailler de manière indépendante. (1-3 ans d'expérience)
- Grand souci du détail et de l'exactitude des données. (1-3 ans d'expérience)
- Capacité à communiquer clairement et efficacement avec d'autres personnes à des fins d'échange de données, de clarification et de suivi. (1 à 3 ans d'expérience)
- Expérience de travail dans un environnement de services partagés. (1 an d'expérience)

Licences et/ou accréditations professionnelles

N/A

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