Managed Services, Service Delivery Manager in Montréal

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.

As a SAP consulting generalist at PwC, you will focus on providing consulting services across various SAP applications to clients, analysing their needs, implementing software solutions, and offering training and support for effective utilisation of SAP applications. Your versatile knowledge will allow you to assist clients in optimising operational efficiency and achieving their strategic objectives.

The Opportunity: As a Managed Services, Service Delivery Manager (Bilingual FR/EN), unlock your potential and embrace the chance to drive meaningful outcomes that’ll elevate your career. You will be responsible for managing the daily operations of one or more managed services contracts (Application, infrastructure, AI) ensuring ITSM norms are met. You will be interacting with individuals of varying titles and skill sets as well as with the consulting service 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:

• 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 and management of hours worked.
• Motivates and mentors 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 and internal specialists to develop a backlog that is prioritized 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 any potential change requests.
• Manage client transition/onboarding activities.
• Work with project teams to facilitate the transition between project and support.
• Develop tools and process to help grow the Application Managed Services teams.

What You'll Bring: Your skills, knowledge, and experiences are what set you apart. Here's what we look for:

• 6+ years working in a technology environment.
• Experience working in a consulting environment, and within a Managed Services environment including service quality oversight, billing and changes with the client.
• Relevant work experience, including end user support and experience with managed services.
• Experience working with front office applications.
• Knowledge of ITIL support processes and experience in applying them to the operation of support services.
• Experience defining and improving processes, holding people accountable, and preparing and presenting performance metrics to leadership.
• Proven leadership with a demonstrated ability to motivate a team to provide innovative solutions that deliver excellent customer service.
• Ability to translate and articulate complex issues in an easy to understand manner.

Certification(s) Preferred: ITILv3 or v4 Foundations Certification. Familiarity or certification in one or many of the Following ITIL, DevOps, COBIT or technologies Workday, Salesforce, Oracle, Microsoft, Cisco etc.

This position ensures continuity and upholds our standards of excellence following the departure of a valued team member.

The salary range for this position is $112,400 - $162,400. The posted salary range represents the expected hiring range for PwC locations in major city centres. Given our national recruiting approach, ranges may vary for positions in other locations. At PwC Canada, base salary is determined by your skills, experience, qualifications and work location. In addition to base salary, eligible employees may have opportunities to participate in variable incentive pay programs which are designed to reward individual and firm‑wide achievements. We are committed to offering competitive compensation and adhere to all relevant pay transparency legislation.

During the hiring process, our Talent Acquisition team will provide details about our comprehensive total rewards package.

Why you'll love PwC: We're inspiring and empowering our people to change the world. Powered by the latest technology, you'll be a 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.

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.

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