Responsibilities:

1. Service Delivery Coordination:

• Coordinate service delivery activities to our key client , focusing on continuous improvement and productivity, service quality, and customer satisfaction.
• Manage and improve processes, procedure, and standard work instructions for the delivery by the various Teams.
• Track the Teams workload utilization
• Manage and report on KPI’s as required
• Ensure accuracy and consistency of date in various systems such as Service Now for audit trail purposes.
• Collaborate with various operational support teams to enhance service efficiency.
• Excellent communications skills within the Team and with Clients on various level of Seniority.

Issue Escalation:

• Escalate any issues or potential issues to the Senior Manager Service Delivery promptly when necessary.

Adaptability:

• Possess the ability to adapt to new processes, directions and decisions in an ever changing environment

Support:

• Provide support to the Delivery team in delivering contracted services to client
• Perform analyses and reporting as required with a focus on quality and delivery.

Project Coordination:

• Manage small to medium Operational Projects and Activities

Qualifications:

• Certifications:
  • ITIL
• Skills:
  • Proficiency in Microsoft Office Products.
  • Familiarity with working for an IT Service Provider delivering high quality Operational Support to clients
  • High Level understanding of IT systems products and services
  • Fluent English and French
• Experience:
  • Write an email 3 – 5 years.

Other points :

• We are seeking someone who is a real team player and is passionate about Service Delivery and Customer Satisfaction.
• Flexibility, proactiveness, honesty and transparency are key values of the entire team that are providing IT services to our client, an attitude of wanting to jump in with whatever is needed is required to “get the job done”.
• We work hard to ensure our customer receives great service that we can be proud of in a great and modern Team environment.

Start Date : Approximately 1st July

Duration : 6 Months (maybe extended)

Working Hours : Monday to Friday: 8am – 5pm

Location : Onsite at Client site 5 days a week