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.ResponsibilitiesEnsure 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 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 third‑party partners.Understand and manage project financials and the client contract, including any potential change requests.Manage client transition/onboarding activities.Work with project teams to facilitate the transition between project and support.Develop tools and processes to help grow the Application Managed Services teams.Qualifications6+ years working in a technology environment.Experience working in a consulting environment and within Managed Services.Relevant experience, including end‑user support and managed services; experience with front‑office applications.Knowledge of ITIL support processes and experience applying them to the operation of support services.Experience defining and improving processes, holding people accountable, and preparing and presenting performance metrics to leadership.Proven leadership with a demonstrated ability to motivate a team to deliver excellent customer service.Ability to translate and articulate complex issues in an easy‑to‑understand manner.ITIL v3 or v4 Foundations certification preferred.Experience with cloud applications is an asset.Open to candidates based in Montreal, Quebec City, Sherbrooke, Laval, and Gatineau (Quebec).Fluency in English and French is required; the role involves supporting English‑speaking clients, colleagues, and stakeholders.Salary Salary range: $112,400 - $162,400.#J-18808-Ljbffr