Position Type:
Permanent
If you’re looking for a fulfilling career that can make a real difference in your life, and the lives of others, you’ve come to the right place.
As a national health solutions partner, we put people first in everything we do — and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.
Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest — and it’s reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.
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