[NUM352] Client Engagement Specialist

[NUM352] Client Engagement Specialist

25 Sep
CGI Group

25 Sep

CGI Group


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Position Description:

Join our Global Technology Operations Business Unit!

Who you are:

As a client engagement specialist, you are accountable for planning, delivering, operating, monitoring and maintaining a stable, secure and responsive support to the client for specific types of services, in accordance with the client contract documents (e.g., Operational Framework (OF), Service Level Agreement, etc.).

About our Team:

We are focusing on strengthening and expanding our footprint in the Tier-1 Infrastructure space. You will be a key player in an energetic and motivated team of leaders and T1 experts driving this strategic business forward.

Your future duties and responsibilities:

• In partnership with the account teams, providing leadership in service delivery to our clients.

• Interface regularly with client teams and staff to ensure on-going client satisfaction.

• Support quality service delivery which includes, maintaining client satisfaction and lead client meetings as required.

• Preparation of Tier 1 Client and Infrastructure Reporting - weekly/monthly Service Level and Problem Mgmt reporting.

• Responsible for supporting delivery of contracted services to ensure that SLAs (service level agreements) as defined in the relevant contracts are met.

• Build and maintain strong client and internal delivery team relationships.

• Work with CGI account team members - promoting team work, collaboration and communications.

• Function as an escalation contact for both client and service delivery teams for all day-day and administrative issues relating to Infrastructure services as per contract.

• Participate in, and document client meetings to ensure on-going client satisfaction. Escalate to appropriate directors and/or managers as required to ensure SLAs are met.

• Support the execution that focuses on delivering a high Quality of service across the CGI Services portfolio and increased value to the customer.

• Establish a strong working relationship with the client to develop new opportunities for future CGI business.

Required qualifications to be successful in this role:

• SLA management and reporting, managing operational reporting, Managing client communications & escalations.

• Demonstrate strong technical leadership, interpersonal skills and organizational abilities in large/complex engagements.

• Have exceptional judgment and innovative problem-solving skills.

• Demonstrate strong negotiation, and dispute resolution skills.

• Experience with Change Management, Incident Management process.

• Ability to deal with aggressive timelines and the associated pressure.

• Comfortable conducting meetings, presenting and leading issue-resolution with management and senior management at the client and internally.

• Experience using a ticket management system such as Remedy preferred.

• Flexibility to support a high availability 7/24 environment, handle on-call escalations off hours as required.

• Excellent verbal and written communication skills in English.

Desired Qualifications:

• Minimum 5+ years of IT Client Service Delivery Management and/or Contract Management for IT Infrastructure Management experience.

• Strong team player, active listening skills and process oriented.

• Independent worker that requires little supervision beyond initial scope expectation.

• Proficiency with MS-Office (Project, Excel, Word, PowerPoint, Visio).

Professional Attributes:

• Results-focused with a strong track record of successful delivery.

• Excellent Relationship building and Stakeholder Management Skills.

Education and Certification:

• University degree or college diploma in a relevant field.

• ITIL certification preferred.

What you can expect from us:

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change-supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com.

No unsolicited agency referrals please.

CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

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