Service Delivery Manager, Bilingual FR/EN

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; 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 p...