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Description and Requirements Key responsibilities include:Customer Relationship ManagementBuild and maintain strong, trust-based relationships with the client’s key stakeholders.Act as the primary escalation point for service-related issues, ensuring prompt and effective resolution.Conduct regular service reviews with the client, sharing performance insights and driving continuous improvement.Contract ManagementServe as the primary owner of the client contract, ensuring adherence to all terms and conditions.Monitor contractual obligations, deliverables, and milestones, ensuring timely execution.Address contract amendments, extensions, and renewals in collaboration with the legal and sales teams.Scope ManagementManage the scope of services, ensuring clear understanding among internal teams and the client.Handle scope changes through a structured change management process, aligning with client needs and internal capabilities.Regularly review and refine the scope to adapt to evolving client requirements and operational realities.Financial ManagementDrive continuous margin improvement programs, including an annual contract value growth.Ensure the As-Delivered financials are tracking in line with, or better than the As-Sold financials.Ensure on time and accurate billings,Manage the contract’s financial performance, including budgeting, forecasting, and cost control.Track revenue recognition and profitability, ensuring alignment with organizational financial goals.Collaborate with finance teams to provide accurate billing and resolve discrepancies promptly.Inventory ManagementDevelop and maintain inventory consumption plans in collaboration with the customer to minimize aged inventory and optimize usage.Monitor inventory levels, ensuring alignment with project timelines and operational requirements.Implement strategies to manage excess or obsolete inventory, including redeployment or disposal as necessary.Coordinate with logistics teams to ensure timely and accurate inventory delivery and reporting.Service Delivery OversightEnsure the successful delivery of all contracted services, meeting or exceeding agreed service levels (SLAs) and key performance indicators (KPIs).Coordinate cross-functional teams, including logistics, UEM, and rollout specialists, to deliver integrated solutions.Proactively identify and mitigate risks to service delivery.Operational ExcellenceImplement and promote best practices to drive efficiency and quality in service delivery.Foster a culture of continuous improvement within the delivery team.Leverage automation and innovative tools to enhance service efficiency and value.Team LeadershipLead and / or manage a team of delivery specialists and coordinators, fostering a collaborative and results-driven culture.Provide guidance, coaching, and professional development opportunities for team members.Ensure team alignment with organizational goals and customer priorities.Qualifications:Bachelor’s degree in business administration, information technology, or a related field.7+ years of experience in service delivery or program management roles, preferably within managed services or IT outsourcing.Proven track record of managing large-scale, multi-year contracts.Skills & Certifications:Strong understanding of Digital Workspace Solutions (DWS), including logistics, rollouts, and UEM services.Exceptional contract and scope management skills.Financial acumen with experience managing budgets and financial forecasts.Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.Strong problem-solving and decision-making capabilities.Proficiency in tools such as ServiceNow, Microsoft Dynamics, or other ITSM platforms.ITIL Foundation or higher.PMP or equivalent project management certification (preferred).Fluent in English. Additional Locations: * Canada - Ontario - Markham * Canada * Canada - Ontario * Canada - Ontario - Markham
