Service Coordinator - Service Management

About Manitoba Blue Cross

We’re a Manitoba-based, not-for-profit, health benefits provider with a vision to be the trusted and essential health and wellness partner for all Manitobans. Every dollar made is reinvested in our infrastructure, our people, and our province with the goal of providing better care for our members, expanding our community impact and broadening our health care knowledge.

Why work for us?

Manitoba Blue Cross, is a Manitoba Top Employer. We are empowered to give back to the community, and we know that caring needs to start in our workplace with our own Manitoba Blue Cross team. We actively foster a culture that focuses on your satisfaction, development, diversity, and growth.

Culture of Caring

We strive to succeed at reaching our organizational goals, but we always make time to celebrate our successes. Having fun as a group and rewarding our employees for their accomplishments is an essential part of our workplace culture.

We want our workforce to reflect the diverse community we serve, and we're committed to creating a fair and respectful workplace. We offer a work environment that promotes a healthy work-life balance and support to advance your career that includes:

• Competitive starting salary.
• A comprehensive health benefit package.
• Hybrid work environment, flexible work schedules.
• Casual dress code to promote diversity and inclusivity.
• Personal and professional development.

Are you a driven, dedicated, and enthusiastic individual who wants to work in a friendly and rewarding environment?  If so, we are looking for someone like you! The following position is open to anyone residing in Winnipeg and surrounding areas with valid work authorization.

POSITION SUMMARY

The Service Coordinator is responsible for coordinating client support services, addressing issues proactively, and improving operational efficiency to ensure outstanding service delivery and client satisfaction. As a key escalation point, this role helps maintain strong client relationships, ensures that service level agreements (SLAs) are consistently met, and drives ongoing improvements in service operations. 

Reporting to the SAP Business Unit Leader, the Service Coordinator collaborates with cross-functional teams to ensure seamless service execution, aligning with industry best practices.

DUTIES AND RESPONSIBILITIES

• Responsible for all aspects of the MBC internal and external Service management, ensuring client support needs are met through efficient coordination of Service Desk, Managed Services, and Application Support teams.
• Tracks and analyzes the performance of services against SLAs and key performance indicators (KPIs), driving accountability and continuous improvement through regular (Weekly/Monthly/Yearly) reviews.
• Serves as the escalation point for service disruptions or client concerns. Facilitates quick resolutions and provides clear communication throughout the process, ensuring minimal impact on clients.
• Leads regular reviews with clients and internal teams to assess service performance, discuss feedback, and collaboratively identify areas for optimization.
• Builds and maintains positive relationships with clients, support teams, and stakeholders, ensuring transparency and alignment.
• Anticipates and addresses client needs by coordinating necessary services, follow-ups, and adjustments to meet ongoing service demands.
• Works closely with Change Management and Project teams to ensure technical changes and releases are integrated seamlessly with service management processes.
• Champions best practices in ITIL, service management, and internal application support strategies, ensuring processes and operations align with industry standards.
• Continuously seeks to improve the efficiency, effectiveness, and quality of service delivery by identifying trends, implementing best practices, and suggesting new tools or processes.
• Drives initiatives that enhance the service management model, with a focus on improving user experiences, increasing system reliability, and finding cost-effective solutions.
• Tailors service offerings to meet unique client needs, ensuring that all contractual commitments are met or exceeded.
• Takes ownership of special projects or assignments as needed, contributing to broader organizational goals and client satisfaction.

SKILLS AND QUALIFICATIONS

• Dedicated to the principles of exceptional service; committed to responding to, anticipating and addressing customer needs, for both internal and external customers.
• Bachelor’s degree in Computer Science, Information Systems, or a related field, with a minimum of seven years of relevant experience.
• Strong knowledge of ITIL practices and Proficiency with service management and office tools.
• Excellent customer service and problem-solving skills.
• Strong organizational abilities and attention to detail.
• Capable of building strong relationships and collaborations within the community.
• Outstanding interpersonal skills, with the ability to interact effectively at all levels of the organization in a team setting.
• Self-motivated, with excellent organizational skills and the ability to manage multiple clients and tasks within dynamic timelines.
• Strong communication skills, both verbal and written, with the ability to convey technical concepts clearly.
• Demonstrated discretion, judgment, and tact in handling confidential corporate information.
• Independent, solution-oriented thinker, with the ability to identify issues, propose solutions, and drive contract execution to completion.
• Prior administrative experience is preferred.

SPECIAL CONDITIONS:

• Must be available to work outside regular business hours, including weekends, as required.

Ready to Apply? We are excited to meet you! 

If you would like to join our team, you are invited to apply by submitting your resume and cover letter by clicking the "Apply" button below by January 17, 2025.

To learn more visit: https://www2.mb.bluecross.ca/about-us/careers

We thank all applicants for their interest; however only those being considered will be contacted.

Manitoba Blue Cross is committed to the principles of diversity, equity & inclusion and to promoting opportunities in hiring for everyone. We want our workforce to reflect the diverse community we serve, and we're committed to creating a fair and respectful workplace.

We encourage all qualified candidates to apply.  If you require an accommodation during the hiring process, please let us know.