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Client Service Manager


This is a Contract position in Ottawa region, ON posted August 9, 2017.

Job DescriptionClient Service Manager Position Description Client Service Manager Client Service Manager Ottawa, Toronto or Edmonton Join us and put your career into high-gear! We currently have an exciting opportunity to join the CGI Managed Security Services (MSS) team as a Client Service Manager. Location is Full Time Permanent in either Ottawa, Toronto or Edmonton, Canada! The Team: Managed Security Services (MSS) team includes deployment and support, business management, SOCs, and business growth teams. We are a very collaborative close-knit team in MSS team spirit and satisfying career growth for our members are a key focus for all of us. Global interest in Cyber Security continues to grow. CGIs Global Cyber Security Practice has a strong presence with both local governments and commercial clients spanning many market verticals. CGIs Global Cyber Security vision and strategy is driven by the core leadership team with representation spanning the globe. Our MSS team is directly represented within this core strategy team, and is identified as the Global MSSP for CGIs clients. Our opportunity for growth is exponential and we have achieved key global wins that position us well to continue our growth. Why us: CGI is a leader in IT security services and this is a great opportunity to join a winning team. The MSS team provides long-term services to our clients and is a dynamic and stable team of security professionals working together since 2001. We are growing! Come join us and see what it’s like to work and learn in the exciting field of IT security with a great group of professionals. MSS team members are supportive and collaborative youll receive the support you need to be successful in your position and to enhance your security skills while furthering your career. Career growth: We strongly support building a career path for our members. We have different technology and business paths within the Cyber Security Team and within MSS that can be taken as your career evolves. If you are serious about honing your skills and growing your career, were serious about giving you the opportunities and experience you need. Technical environment: We use top-ranked industry-leading security tools and technologies incorporating several security technologies for each of our multiple services. MSS has an on-site technology lab which all our members can use for installation trials and proof-of-concepts, training, testing and trouble-shooting. Your future duties and responsibilities The Managed Security Services (MSS) Client Service Manager (CSM) is accountable and responsible for the account management, relationship management, client satisfaction, service quality, financial tracking and organic growth of one or more MSS clients. The CSM establishes strong relationships by regular contact with the client contacts and with the MSS managers and leads. This role has the overall accountability for both the day-to-day success of the transition/deployment projects as well as for ongoing operations management over the life of the CGI-Client partnership. Interface regularly with Client management and staff to ensure on-going client satisfaction. Engagement Manage Client: Actions and Deliverables, Issues, Meetings, Scope, Contract, Requirements. Manage the Operations budget for the client, ensuring CGI stays within budget, and raises appropriate contract amendments to fund new/out-of-scope work. Establish strong working relationships with key client contacts and internal staff. Engagement Manage Functional Service Teams: accountable for service delivery quality during the life of the client engagement from transition/deployment projects through ongoing operations by providing leadership and priority setting in collaboration with the project managers, operations managers and team leads. Accountable for quality service delivery, client satisfaction and regular satisfaction meetings and surveys. Deliver and review with the client, the monthly service and SLA reports. Escalate to appropriate directors and/or managers if required to ensure SLAs are met. Accountable for financial tracking and billing. Establish a strong working relationship and regular meetings with the client to develop new opportunities for additional MSS services and other future CGI business. Required qualifications to be successful in this role Experience and Education: Must have 8 or more years of IT Client Service Management and/or IT Service Delivery Management experience. Must have demonstrated strong technical leadership, interpersonal skills and organizational abilities in large/complex engagements. Must have exceptional judgment and innovative problem-solving skills. Ability to deal with aggressive timelines and the associated pressure. Experience using a ticket management system such as Remedy Proficiency with MS-Office (Project, Excel, Word, PowerPoint, Visio). Comfortable conducting meetings, presenting and leading issue-resolution with management and senior management a