At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation of business applications, enabling clients to achieve their strategic objectives. As a SAP consulting generalist at PwC, you will focus on providing consulting services across various SAP applications to clients, analysing their needs, implementing software solutions, and offering training and support for effective utilisation of SAP applications. Your versatile knowledge will allow you to assist clients in optimising operational efficiency and achieving their strategic objectives. As a Managed Services, Service Delivery Manager (Bilingual FR/EN), unlock your potential and embrace the chance to drive meaningful outcomes that'll elevate your career. You will be responsible for managing the daily operations of one or more managed services contracts (Application, infrastructue, AI) ensuring ITSM norms are met. You will be interacting with individuals of varying titles and skill sets as well as with the consulting service groups. Ensure day-to-day service delivery meets or exceeds customer expectations and SLAs, including: active management of tickets; leading team huddles to ensure work is progressing and management of hours worked. Motivates and mentors the delivery teams to deliver outstanding customer service and adhere to defined processes and workflows.



Identify and manage performance metrics in support of achieving Service goals and organizational strategies. Monitor and manage ticket dashboards to ensure workloads are balanced and onshore and offshore percentages are maintained. 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 process to help grow the Application Managed Services teams. Experience working in a consulting environment, and within a Managed Services environment including service quality oversight, billing and changes with the client. Relevant work experience, including end user support and experience with managed services. Experience working with front office applications. Knowledge of ITIL support processes and experience in 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 provide creative solutions that deliver excellent customer service. ITILv3 or v4 Foundations Certification.



Familiarity or certification in one or many of the Following ITIL, DevOps, COBIT ou des technologies Workday, Salesforce, Oracle, Microsoft, Cisco etc. The posted salary range represents the expected hiring range for PwC locations in major city centres. Given our national recruiting approach, ranges may vary for positions in other locations. Powered by the latest technology, you'll be a part of diverse teams helping public and private clients build trust and deliver sustained outcomes. We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive benefits and flexibility programs that will help you thrive in work and life. We recognize the systemic racism, colonialism and oppression that Indigenous Peoples have experienced and still go through, and we commit to allyship and solidarity. The use of artificial intelligence (AI) in recruiting is just getting started, so we know you have questions about how and why we use it. Our use of AI helps ensure we combat bias by evaluating candidates equally and fairly, without seeing identity information, such as your name, or gender for example). AI also helps us better predict successful hires by reviewing all applicants for a role and the relationship between your skills, experience and likely success at PwC Canada. While AI supports parts of our recruitment process, final hiring decisions always involve human review. For more information about our use and protection of your data, please refer to our Privacy Policy ( #

📌 Managed Services, Service Delivery Manager (Quebec City)
🏢 PwC Canada
📍 Quebec City