The Financial and Insurance Solutions Group (FISG) is responsible for the on-going delivery and operations of managed application services for a global client community in the area of Credit Services.
The Service Delivery Manager (SDM) is the primary point of contact and day-to-day liaison between CGI and the managed services clients in FISG. The SDM is responsible for building and maintaining an excellent working relationship with the clients and ensuring that all client issues are handled appropriately and escalated to management as necessary. The SDM is responsible for conducting periodic meetings with the clients during which changes, release schedules, maintenance schedules etc. are coordinated and planned. The SDM is responsible for contacting and keeping an open line of communication with clients during any major production incidents.
Your future duties and responsibilities:
• Help build and maintain a high customer satisfaction rating.
• Be informed on the latest customer satisfaction ratings and issues and take responsibility to drive improvements in the areas that need improvement.
• Maintain regular communication with the clients, especially during production incidents.
• Adhere to client contracts. Review and become familiar with the client contracts as they relate to change requests, service level agreements (SLAs), incident management, etc.
• Keep clients and CGI management up-to-date on service level agreements (SLAs) by creating and sending monthly SLA reports to clients and CGI management.
• Manage Client Change Requests (CRs) and Service Requests (SRs).
o Maintain CPMF compliance for CRs and SRs.
o Coordinate resources required to complete SRs.
o Provide regular status updates to the clients.
o Hold regular operational meetings (e.g. weekly) with the clients to discuss incidents, change requests and service requests.
o Document meeting minutes and post them to SharePoint (or similar shared document repository) on a regular basis.
• Maintain all client facing documentation.
• Manage Incident Analysis Reports and other documentation for SEV1 incidents affecting the clients.
• Be available 24 x 7 to participate with client and internal technical teams during incident remediation.
Required qualifications to be successful in this role:
• Five to ten years of experience in IT related field.
• Three plus years of experience in a client relationship role, exhibiting strong negotiation skills and ability to manage client expectations and build trusted partner relationships with clients
• Highly skilled in making presentations and demonstrating managed service offerings to audiences of different participants (e.g., customers, analysts, technical peers, non-technical professionals) and size.
• Strong interpersonal skills, including the ability to work across the organization and interact/influence/negotiate effectively at all levels of management and peers.
• Strong written and oral communication skills.
• Experience making decisions quickly in difficult situations. Ability to take responsibility/ownership for decisions, seeking advice where appropriate.
• Practical problem solving and strategic thinking skills; critical thinker with excellent judgment and initiative.
• Time management, attention to detail, expectation setting and organizational skills to provide solid service management. Ability to work on own initiatives with minimal management supervision.
• Flexibility to work with clients across the globe.
• Ability to travel globally on occasion.
• Experience in Financial Services, specifically Credit and Collections is a plus.
• Background in Project Management methodologies and/or skill set with experience in managing projects, issues, and milestones.
What you can expect from us:
Build your career with us.
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