Job Information
Fujitsu Customer Experience Manager - IT Service Desk in Montreal, Quebec
Role Purpose
The Customer Experience Manager will lead a front-line team whose focus is about providing a friendly, knowledgeable, personalized and efficient IT experience for the Client’s employees. The Customer Experience Manager will work closely with the Service Delivery Manager and will ensure that all Service Desk Services, Delivery commitments and Deliverables required under the Contractual Agreement are provided to the Client in accordance with the Agreement. This includes managing and monitoring of XLAs/SLAs (Experience Level & Service Level Agreements), the ongoing management of Service Desk Operations to provide the agreed levels of service, and continually and proactively working to improve service delivery, value-add and meet sustainability targets. Reports to North America Service Desk Practice Leader.
Location/Workstyle:
Fulltime / Permanent
Hybrid - Edmonton, AB or Montreal, QC - Minimum 3 days a week onsite in either Edmonton or Montreal locations.
As this is a hybrid-work role, candidates must be based in either the Edmonton or Montreal regions.
Key Accountabilities
Manages the Service Desk Team agent's delivery to the customer contracted service commitments & continual service improvements driving development, effectiveness and innovation.
Develops effective relationships with customer’s management team.
Actively owns service risks & improves productivity for customers & Fujitsu in order to increase profitability (Fujitsu) & continually improve cost effectiveness (Fujitsu & customer).
In conjunction with the customer identifies & defines continuous service opportunities and manages deployment and acceptance into service (in conjunction with client).
Proactively leads internal and external suppliers in a service partnership as ‘One Service Team’.
Leads the continual improvement of Service Delivery standards & practices.
Required Experience
3-5 years’ experience in a Service Desk Operations Management role in Managed Services
4+ years of people and organizational leadership experience
Experience working with offshore/nearshore staff desired, but not required
Competencies
Proficient with managing and delivering superior Customer Satisfaction - when needed can develop and implement a Continuous Improvement & Action plan.
Strong English written and verbal communication skills and capable of interfacing directly with clients.
French Language desired but not required.
Good data analysis and reporting skills
Able to manage medium size teams (<60)
Proficient with Microsoft 0365 including Word, Excel and PowerPoint, Teams
ITIL Certified
Customer and ‘people-first’ demeanor.
Ability to effectively manage in an atmosphere of competing priorities
Outstanding collaboration skills
Skilled at presenting data and comfortable with reporting tools and metrics.
Highly driven with a focus on quality.
Demonstrated critical thinking, analysis, and independent problem-solving skills
Knowledge of quality and workforce scheduling management tools.
Key Performance Indicators
Service performance meets all XLAs/SLAs (Experience Level & Service Level Agreements) and key performance indicators (KPIs) .
Works with SD Operations to identify gaps and specific actions, works with team to ensure awareness and demonstrate effective management of improvement actions.
Ensures chargeability reporting completed weekly.
Maintains acceptable conduct according to all policies and procedures.
Maintains organizational effectiveness and efficiency by supporting, implementing and communicating strategic plans.
Monitors interaction volume and trends and takes appropriate action, requesting staffing adjustments when necessary to Operations Management.
Understands and works within XLA’s, SLA’s and KPIs to fulfill obligations.
Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job performance; motivating, coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.
Drives improvement and accountability for team based on QA and customer satisfaction feedback.
Maintains a strong working relationship with clients and coworkers.
Acts as point of contact for client inquiries and escalations.
Identifies possible risks and promptly follows communication paths to initiate necessary mitigation actions.
Identifies and recruits appropriately skilled and capable people
Able to manage and develop team performance
Manage team to ensure cost effective results. Monitors work and reports on progress against service level, cost, time, specification, as appropriate
Able to manage and develop team. Leads and motivates, develop skills, and coaches technically.
Ensures the best induction & integration of new Joiners, ensuring training is maintained and delivered
Promotes a continuous improvement environment by mentoring tenured and junior team members on assigned tasks
Manages resources and workload effectively (including performance reviews, personal development plans, and absence management)
Holds regular team meetings to deliver key messages
Able to manage the resourcing and workflow of the team to achieve required Service Levels and Customer Satisfaction
Fujitsu is the leading Japanese information and communication Technology Company and a leading provider of IT products and services including hardware, software, networking and business solutions to customers in more than 100 countries. We are known for our ability to harness the power of IT for our clients and to build innovative practices and solutions. At Fujitsu, you will find a dynamic work environment with multidisciplinary teams involved in stimulating projects. Fujitsu is where you can pursue your full career potential. We enable our employees to grow as individuals, mature as industry professionals and proudly succeed as key members of the Fujitsu team.
Our commitment to diversity and equity:
At Fujitsu, one of our corporate principles is "We respect human rights". This principle underpins all our corporate and individual activities and guides the actions of every member of the Fujitsu Group. We embrace diversity and equal opportunity. Qualified candidates will be considered for employment without regard to race, color, religion, gender, gender identity or orientation, sexual orientation, national origin, genetics, disability, age or veteran status. By empowering people, we can unleash our collective strengths to create a better experience for our employees, customers, and partners.
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Requisition ID : 24082
Fujitsu
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