Service Delivery Manager

Establish and maintain excellent client relationship & satisfaction; 

Main point of contact for the client requests and escalations, proactively monitor client satisfaction, and collaborates with the Client Manager and other key stakeholders; 

Monitor and track all client requests to ensure work is appropriately assigned to various internal teams, has clear ownership and accountability, completed in a timely manner with quality, and is being handled under the appropriate billing account; 

Attend and prepare regular status meetings with the client; 

Works directly with the internal team to resolve incidents and provide client support; 

Where appropriate peer review responses from team members to the client; 

Identify and collaborate with the Client Manager to respond to ‘Out of Scope’ opportunities to meet and grow revenue targets;  

Participate in the analysis of requests for changes to our solution or internal processes and monitor them in accordance with service agreements; 

Organizes and manages change order projects as may be required to deliver “Out of Scope” work, including preparation of change order, co-ordination with the various teams and deployments to client; 

Manages revenue targets set out in the budget and escalate any issues regarding revenue to Client Manager; 

Ensure that ‘Out of scope’ opportunities generate required profits and improve overall account profitability; 

Collaborate with the Support Team Manager and Client Manager to ensure support team is appropriately staffed; 

Collaborate with the Client Manager to identify other TELUS Health services and Lines of Business opportunities: EAP, HM, Consulting, Communication, etc.