Description
Job Title: Service Delivery Manager (Bilingual - French & English)
We are seeking an experienced and proactive Service Delivery Manager who is fluent in both French and English to oversee and optimize service delivery operations across our client accounts. This role is responsible for ensuring high-quality service, customer satisfaction, and continuous improvement in service delivery performance.
Key Responsibilities:
- Manage end-to-end service delivery for assigned clients, ensuring services are delivered on time, within scope, and at the highest quality standards.
- Act as the primary point of contact for client stakeholders, developing strong relationships and understanding their business needs.
- Lead regular service reviews, provide performance reports, and drive improvements based on feedback and KPIs.
- Coordinate with internal teams (technical support, operations, project management) to resolve issues and ensure seamless service delivery.
- Identify risks and proactively implement mitigation strategies.
- Oversee SLA compliance and escalate issues as necessary.
- Contribute to the development of best practices and process improvements.
- Facilitate communication between French- and English-speaking clients, stakeholders, and internal teams.
Education & Experience:
- Bachelor's degree in Business, IT, or a related field (or equivalent experience).
- Minimum 3-5 years' experience in a service delivery or client-facing operations role.
- Experience in managing SLAs and working with cross-functional teams.
- Previous experience in a bilingual (French/English) service environment is a strong asset.
Skills & Competencies:
- Excellent interpersonal and communication skills in both languages.
- Strong problem-solving, negotiation, and organizational abilities.
- Client-focused with a commitment to service excellence.
- Ability to manage multiple priorities and work under pressure.