Onsite - Support Delivery Managers (Sdm)

About Ascendion

Ascendion is a full-service digital engineering solutions company. We make and manage software platforms and products that power growth and deliver captivating experiences to consumers and employees. Our engineering, cloud, data, experience design, and talent solution capabilities accelerate transformation and impact for enterprise clients. Headquartered in New Jersey, our workforce of 6,000+ Ascenders delivers solutions from around the globe. Ascendion is built differently to engineer the next.

Ascendion | Engineering to elevate life

We have a culture built on opportunity, inclusion, and a spirit of partnership. Come, change the world with us:

• Master your craft with leading training programs and hands-on experience
• Solve complex problems - and learn new skill
• Experience the power of transforming digital engineering for Fortune 500 clients
• Build the coolest tech for world’s leading brands

Experience a community of change makers!

Join a culture of high-performing innovators with endless ideas and a passion for tech. Our culture is the fabric of our company, and it is what makes us unique and diverse. The way we share ideas, learning, experiences, successes, and joy allows everyone to be their best at Ascendion.

About the Role:

Job Title: Program Manager Tech 1

Day to Day: The ideal candidates must have a strong customer mindset, service delivery management experience and a passion for driving support delivery to high, defined standards.

He/she must be able to drive issue resolution with outsourced delivery partners and manage high priority escalations, as appropriate. This person will act as delivery oversight for delivery partners and will drive strategies for improved issue-handling consistency and efficiency.

Core Responsibilities:

Delivery Oversight for Outsourced Delivery Partners

• Provide product-aligned technical support delivery oversight and manage outsourced day-to-day frontline delivery

• Maintain overall responsibility for delivery in accordance with defined standards

• Undertake day-to-day performance mgmt. of delivery partners incl. service level monitoring, and escalate high risk and systemic issues to SSMs

• Drive issue resolution, reduced customer effort, cost efficacy and policy adherence

• Manage high priority escalations as appropriate and ensure redirection to CritSit in SE&S where necessary

• Address tool issues, policy clarifications, and other similar requests

• Drive consistency and best practice sharing across sites

• Introduce playbook to new Delivery Partners and validate that all components are implemented (i.e. reporting, invoicing templates, quality programs meet SOW)

• Ensure Delivery Partner adheres to SOW requirements, i.e. new hire onboarding, billing guidelines, outlier management, call flows

• Engage internal stakeholders regarding release management plans and work with TAs to ensure the operational readiness of frontline advocates

Success Measures

• Improvement in Delivery Partner KPI performance, including CPE, issue handling consistency and efficiency, escalation percentage, etc., as well as adherence to SOW

Location: Vancouver, BC, Canada