Managed Services, Service Delivery Manager (Bilingual FR/EN)

PwC is looking for a Managed Services, Service Delivery Manager (Bilingual FR/EN) to manage the daily operations of managed services contracts and cloud support services, ensuring performance standards and service levels are met.

Responsibilities

• 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.
• 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 and internal specialists to develop a backlog that is prioritized according to client requirements.
• Monitor an...