Associate Service Delivery Manager

Description

• Manage project pipeline and assigned quota
• Establish and maintain key relationships with our clients
• Ensure both the company and clients adhere to contract terms
• Analyze clients' environments and needs regularly to identify new sales opportunities
• Obtain, evaluate, and select quotes from vendors and partners to meet client needs
• Meet with clients regularly to ensure satisfaction with our services
• Act as Incident Manager for issues affecting clients during regular business hours
• Participate in the On-Call Operations Manager rotation for after-hours incidents
• Motivate clients to adopt designDATA infrastructure and IT offerings
• Drive contract renewal and project sales activities within assigned accounts to meet service renewal and expansion targets, to include cultivating leads and generating and presenting proposals
• Act as the client's authorized representative as needed for other technology vendors
• Coordinate and manage client equipment acquisition and scheduled maintenance
• Tailors' communication appropriately within the team, the company, and clients
• Keep our leadership team informed of project status, including new risks and needs
• Manage 8 to 10 client accounts with the support of a dedicated cross functional team
• Act as the point of contact for client concerns and escalate issues appropriately
• Keep clients informed, manage their expectations, and drive delivery of their dependencies
• Schedule client maintenance periods and downtime with the client and designDATA
• Communicate and escalate issues as needed with the senior leadership team
• Identify and promote opportunities to improve our processes and service delivery
• Plan and organize daily activities related to operations and customer service
• Meet with internal subject matter experts and resource managers to plan and staff projects

Requirements

• Attain CompTIA Project+ or other approved Project Management certification within 9 months of moving into this role
• Exceptional analytical and problem-solving skills
• Client Documentation to enhance optimal service efficiency
• Outstanding ability to work both independently and within a team environment
• Proven ability to communicate with both end users and executives
• IT management and/or supervisory experience desired but not required
• Willingness to go “above and beyond” to exceed customer expectations
• 3+ years of progressive IT experience
• Excellent documentation management skills
• Strong and diverse technical skills with a willingness to be hands on as needed
• Thrives on working well with clients and provides exceptional service
• Outstanding communications and customer relations skills
• CBR process adherence and Improvements
• Proven track record managing a diverse technology group in a fast-paced and customer- focused team environment
• Works well under stress, pressure, and deadlines
• Bachelor's degree in information technology management or related field, preferred
• Effective client-facing interpersonal skills; comfortable and effective at acting as a liaison between multiple technology groups

Benefits

• Client Health Management
• Client Retention and Contract Renewals to maintain MRR
• W**** ORKING ENVIRONMENT:** The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities, and abilities. Travel will be required to participate in events or meet with clients and are typically day trips in nature.

Training + Development

Interview process

Visa Sponsorship

Security clearance