Type de poste:
Permanent
À la recherche d’une carrière épanouissante qui changera réellement votre vie et celle des autres? Vous êtes au bon endroit.
À titre de partenaire national en solutions de santé, nous plaçons les gens au cœur de tout ce que nous faisons – en commençant par notre équipe de plus de 8 000 employés et employées qui mettent à profit leurs expériences personnelles et professionnelles diversifiées dans le cadre de leur travail à Medavie. Par l’entremise de la collaboration et de l’innovation, notre équipe crée des solutions d’assurance, de soins primaires et de services médicaux d’urgence à l’avant-garde de l’industrie qui viennent en aide à des millions de Canadiens et Canadiennes chaque année.
Notre mission est d’améliorer le bien-être de la population canadienne afin que chaque personne puisse profiter pleinement de la vie, et cela se reflète dans notre culture d’entreprise primée. Nous célébrons l’individualité des membres de notre personnel et accordons de la valeur à la diversité de leurs points de vue et de leurs compétences. C’est pourquoi en plus de vous offrir une rémunération concurrentielle et une gamme complète d’avantages sociaux, nous vous donnons accès à des possibilités de croissance professionnelle et personnelle, à des modalités de travail flexibles, à des expériences enrichissantes, ainsi qu’à un leadership bienveillant. À Medavie, chaque personne peut donner le meilleur d’elle-même, se sentir à sa place et atteindre son plein potentiel. Joignez-vous à nous en postulant un poste dès aujourd’hui.
The Opportunity
The Client Service Manager role is a key component of the Enterprise Service Management framework at Medavie. As a Client Service Manager, you will manage client expectations, address key issues and concerns as well as support the prioritization of new and existing initiatives. You will collaborate with IT Product and Service Owners to coordinate feedback and requirements and contribute to priority setting. You will also ensure clients have the appropriate communication regarding potential service disruptions and concerns regarding service performance.
This role has accountability for the overall management of IT Service Agreements with a portfolio of clients and ensures clients receive services in accordance to the service commitments defined in the agreements. These contracts are supported by underpinning and operational agreements as well as the performance and financial management disciplines.

Key Responsibilities:

• Define and manage a service catalogue with key stakeholders
• Negotiate and agree on service offering for external and internal clients
• Negotiate and align service level agreements with clients, stakeholders and service owners
• Partner with finance leaders to establish appropriate costing models and financial management framework to support the service agreement
• Operationalize the service agreement with both business and IT
• Establish and manage a performance management program to ensure services align to service commitments and issues are proactively identified and managed
• Build and maintain relationships with key stakeholders and service providers
• Support and respond to business development opportunities (RFP’s) as it related to Service Management and Client Relationship management.
• Manage client relationships:
• Identify and review issues of non-compliance
• Assess and review business impacts and assign priority to issues
• Facilitate and monitor service improvements
• Provide service reports detailing service performance and actions to improve where warranted
• Ensure financial remediation is managed where appropriate with contractual noncompliance
• Collaborate with various stakeholders and service owners to mature service delivery
• Perform annual reviews

Qualifications :

• University degree or college diploma in Computer Science Administration or similar program preferred.
• 5-10 years of IT experience in service operations, and/or development projects
• ITIL understanding is a must, certification is considered an asset.
• Capture business requirements and translate to IT
• Understanding strategic alignment to business goals
• Competencies: Action oriented, building relationship, business acumen, problem management, priority setting, planning
• Executive presence and relationship building
• Proficiency in English is required (written and spoken). Proficiency in French is considered an asset.

Security Clearance: Security Clearance Requirement: In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B) prior to your start date. This includes Fingerprinting, Criminal Record Check, Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

• Define and manage a service catalogue with key stakeholders
• Negotiate and agree on service offering for external and internal clients
• Negotiate and align service level agreements with clients, stakeholders and service owners
• Partner with finance leaders to establish appropriate costing models and financial management framework to support the service agreement
• Operationalize the service agreement with both business and IT
• Establish and manage a performance management program to ensure services align to service commitments and issues are proactively identified and managed
• Build and maintain relationships with key stakeholders and service providers
• Support and respond to business development opportunities (RFP’s) as it related to Service Management and Client Relationship management.
• Manage client relationships:
• Identify and review issues of non-compliance
• Assess and review business impacts and assign priority to issues
• Facilitate and monitor service improvements
• Provide service reports detailing service performance and actions to improve where warranted
• Ensure financial remediation is managed where appropriate with contractual noncompliance
• Collaborate with various stakeholders and service owners to mature service delivery
• Perform annual review