Customer Experience Manager - IT Service Desk

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 (
• 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
29 days ago