Service Delivery Manager, SAP SuccessFactors (Bilingual FR/EN)

PricewaterhouseCoopers International; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading consulting firm is seeking a Service Delivery Manager to oversee managed services contracts, ensuring performance standards are met. The role involves managing teams, client interactions, and project financials while fostering a culture of collaboration and continuous improvement.

Benefits

Competitive compensation package

Inclusive benefits

Flexibility programs

Qualifications

• 6+ years working in a technology environment.
• Experience working in a consulting environment.
• Experience within a Managed Services environment.

Responsibilities

• Manage daily operations of managed services contracts.
• Ensure service delivery meets customer expectations and SLAs.
• Motivate and mentor delivery teams for outstanding customer service.

Skills

Leadership

Analytical Skills

Problem Solving

Customer Service

ITIL Knowledge

Education

ITILv3 or v4 Foundations Certification

Job description

At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation of business applications, enabling clients to achieve their strategic objectives.

Meaningful work you’ll be part of

As a Service Delivery Manager, you will be responsible for managing the daily operations of one or more managed services contracts and/or cloud support services ensuring performance standards and service levels are met.

You will be interacting with individuals of varying titles and skill sets as well as with the Cloud Technology competency groups. This position is fast paced and growth-oriented, and you will be part of a hardworking team that encourages career development, collaboration, and work-life balance. Responsibilities include but are not limited to:

1. Ensure day-to-day service delivery meets or exceeds customer expectations and SLAs, including:

• active management of tickets
• timely resolution of issues
• leading team huddles to ensure work is progressing
• management of hours worked

Motivate and mentor the delivery teams to deliver outstanding customer service and adhere to defined processes and workflows. Communicate issue status, including progress updates and ticket closure.

Identify and manage performance metrics in support of achieving service goals and organizational strategies.

Work with clients to develop a backlog that is prioritised according to client requirements.

Monitor and manage ticket dashboards to ensure workloads are balanced and onshore and offshore percentages are maintained.

Facilitate escalation and collaboration between client leads, staff members, and 3rd party partners.

Understand and manage project financials and the client contract, including potential change requests.

Manage client transition/onboarding activities.

Work with project teams to facilitate the transition between project and support.

Develop tools and processes to help grow the Application Managed Services teams.

Experiences and skills you’ll use to solve

• Relevant work experience, including end-user support and experience with managed services.
• An interest in upskilling for a digital world and technology trends, with openness to learning new tools and adapting work methods.
• Experience working with front office applications.
• Knowledge of ITIL support processes and experience applying them to support services.
• Experience defining and improving processes, holding people accountable, and presenting performance metrics to leadership.
• Certification(s) Preferred: ITILv3 or v4 Foundations Certification.
• Experience with Cloud applications is an asset.
• 6+ years working in a technology environment.
• Experience working in a consulting environment.
• Experience within a Managed Services environment.
• Experience collaborating with project teams to grow the client footprint.
• Proven leadership skills with the ability to motivate a team to deliver innovative solutions and excellent customer service.
• Strong analytical skills to interpret data.
• Ability to articulate complex issues clearly and understandably.
• A problem solver capable of managing teams through daily and crisis situations with rational judgment and clear coordination of tasks.
• Fluency in French is required for Quebec-based roles; outside Quebec, it is an asset.

Why you’ll love PwC

We’re inspiring and empowering our people to change the world. Powered by the latest technology, you’ll be part of diverse teams helping public and private clients build trust and deliver sustained outcomes. This meaningful work, and our continuous development environment, will take your career to the next level. We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive benefits, and flexibility programs that will help you thrive in work and life. Learn more about our Application Process and Total Rewards Package at: https://jobs-ca.pwc.com/ca/en/life-at-pwc

PwC Canada acknowledges that we work and live across Turtle Island, on the land that is now known as Canada, which are the lands of the ancestral, treaty and unceded territories of the First Nations, Métis and Inuit Peoples. We recognize the systemic racism, colonialism, and oppression that Indigenous Peoples have experienced and still go through, and we commit to allyship and solidarity.

At PwC Canada, our most valuable asset is our people and we grow stronger as we learn from one another. We’re committed to creating an equitable and inclusive community of solvers where everyone feels that they truly belong. We understand that experience comes in many forms and building trust in society and solving important problems is only possible if we reflect the mosaic of the society we live in.

We’re committed to providing accommodations throughout the application, interview, and employment process. If you require an accommodation to be at your best, please let us know during the application process.