Client Delivery Manager SFDC Enterprise Solutions

Toronto - Canada

Monthly Salary: CAD 10 - 10

Experience Required: 5years

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

"Client Delivery Manager Enterprise Solutions

Toronto

The Client Delivery Manager (CDM) plays a pivotal role in ensuring seamless delivery and support enterprise solutions to clients.

This role acts as the primary liaison between clients Customer Support (CS) Development Product and third-party vendors ensuring timely resolution of issues effective communication and high customer satisfaction. CDM is responsible for managing escalations coordinating cross-functional teams and driving operational excellence in production and project environments.

Complex and dynamic role that involves Client relationship management Incident and escalation handling Cross-functional coordination (CS Dev Product 3rd parties) Project and defect tracking Communication and reporting--

-Key Responsibilities

Daily Operations

Incident Management

Review and prioritize the Morning Checklist for client production outages. Coordinate with CS and Dev on-call teams for immediate issue resolution. Monitor and respond to new client escalations ensuring timely coordination with CS and project teams. Attend to 3rd party vendor dependencies (e.g. IBM TCH FedNow) impacting client services.

Participate in bridge calls for major incidents documenting troubleshooting steps and service restoration details.

Client Relationship Communication

Serve as the primary point of contact for client escalations requiring management insight. Educate clients on Finastras Production and Enhancement processes.

Build and maintain strong client relationships to enhance satisfaction and trust.

Communicate proactively with clients regarding defect and enhancement commitments release timelines and implementation updates.

Project Implementation Coordination

Oversee production implementations including REQ creation customer sign-offs and downtime communications. Ensure smooth handover of projects to Operations including warranty period negotiations and defect transitions.

Coordinate UAT testing sessions and post-go-live support (Day 2 items). Attend and support after-hours implementations including weekends when necessary.

Defect Enhancement Management

Build and maintain Salesforce (SF) case reports and Jira dashboards to track and prioritize issues. Coordinate defect reviews with SMEs and clients.

Lead internal sync-ups with CS teams and client sync-ups to prioritize and negotiate timelines for defects and enhancements.

Present new P2G and GPP defects during respective product team calls.

Follow up on committed defects and enhancements to ensure inclusion in release implementations.

Update and maintain the clients defect list with the latest timelines and statuses.

Create and manage enhancement requests upon client demand.

Reporting Compliance

Validate SLA reports to ensure accuracy for potential client refunds."

Required Skills:

Experience (Years): 4-6 Essential Skills: Work with project teams throughout the organization to design implement and manage CDN infrastructure using Akamai to ensure high availability performance and scalability for customer facing applications and business processes. Handle multiple priorities and assignments with excellence and precision. Be a part of a 24/7/365 organization (some after hours support is expected as part of normal on-call rotation). Directly support line of business development teams provide guidance to them on implementation and changes for customer facing applications Develop and maintain security protocols and measures to protect CDN infrastructure from cyber threats. Monitor and analyze network performance identifying and resolving issues to optimize content delivery of critical applications. Collaborate with cross-functional teams to integrate Akamai CDN solutions with existing systems and applications. Collaborate with information security teams to implement DDoS protection strategies and other security measures in the CDN. Provide technical support and guidance to clients and internal teams regarding CDN and security best practices. Work closely with vendor and professional service teams on delivery related activities and strategy. Qualifications: Bachelors degree in Computer Science Information Technology or a related field. OR similar work experience. Strong understanding of network protocols (HTTP/HTTPS DNS TCP/IP). Proven experience as a CDN Engineer or similar role with a strong focus on -depth knowledge of Content Delivery Network technologies including caching load balancing and content optimization. Excellent problem-solving skills and attention to detail. Strong communication and teamwork abilities. Experience supporting 24/7/365 customer facing applications at enterprise scale. Awareness and experience with cybersecurity tools and practices such as firewalls intrusion detection/prevention systems and encryption. Proficiency in scripting and automation (e.g. Python Bash) a plus. Relevant certifications (e.g. CISSP CEH) are a plus but not required.

"Client Delivery Manager Enterprise SolutionsTorontoThe Client Delivery Manager (CDM) plays a pivotal role in ensuring seamless delivery and support enterprise solutions to clients.This role acts as the primary liaison between clients Customer Support (CS) Development Product and third-party vendors...

"Client Delivery Manager Enterprise Solutions

Toronto

The Client Delivery Manager (CDM) plays a pivotal role in ensuring seamless delivery and support enterprise solutions to clients.

-Key Responsibilities

Daily Operations

Incident Management

Participate in bridge calls for major incidents documenting troubleshooting steps and service restoration details.

Client Relationship Communication

Serve as the primary point of contact for client escalations requiring management insight. Educate clients on Finastras Production and Enhancement processes.

Build and maintain strong client relationships to enhance satisfaction and trust.

Communicate proactively with clients regarding defect and enhancement commitments release timelines and implementation updates.

Project Implementation Coordination

Coordinate UAT testing sessions and post-go-live support (Day 2 items). Attend and support after-hours implementations including weekends when necessary.

Defect Enhancement Management

Build and maintain Salesforce (SF) case reports and Jira dashboards to track and prioritize issues. Coordinate defect reviews with SMEs and clients.

Lead internal sync-ups with CS teams and client sync-ups to prioritize and negotiate timelines for defects and enhancements.

Present new P2G and GPP defects during respective product team calls.

Follow up on committed defects and enhancements to ensure inclusion in release implementations.

Update and maintain the clients defect list with the latest timelines and statuses.

Create and manage enhancement requests upon client demand.

Reporting Compliance

Validate SLA reports to ensure accuracy for potential client refunds."

Required Skills:

Company Industry

IT Services and IT Consulting

Key Skills

Organizational Management
Presentation Skills
Agile
SAFe
AWS
Solution Architecture
Conflict Management
Data Management
Scrum
Team Management
Pre-sales
Management Consulting

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Astra North Infoteck Inc.

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