Service Delivery Manager

Description

• Ensure both the company and clients adhere to contract terms.
• Obtain, evaluate, and select quotes from vendors and partners to meet client needs.
• Participate in the On-Call Operations Manager rotation for after-hours incidents.
• Coordinate and manage client equipment acquisition and scheduled maintenance.
• Identify and promote opportunities to improve our processes and service delivery.
• 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.
• Keep our leadership team informed of project status, including new risks and needs.
• Plan and organize daily activities related to operations and customer service.
• Manage 8 to 12 client accounts with the support of a dedicated cross functional team.
• Communicate and escalate issues as needed with the senior leadership team.
• Keep clients informed, manage their expectations, and drive delivery of their dependencies.
• Meet with internal subject matter experts and resource managers to plan and staff projects.
• Act as Incident Manager for issues affecting clients during regular business hours.
• Schedule client maintenance periods and downtime with the client and designDATA.
• Act as the client's authorized representative as needed for other technology vendors.
• Act as the point of contact for client concerns and escalate issues appropriately.
• Motivate clients to adopt designDATA infrastructure and IT offerings.
• Tailors' communication appropriately within the team, the company, and clients.
• Analyze clients' environments and needs regularly to identify new sales opportunities.
• Manage project pipeline and assigned quota.
• Meet with clients regularly to ensure satisfaction with our services.
• Establish and maintain key relationships with our clients.

Requirements

• Strong and diverse technical skills with a willingness to be hands on as needed.
• IT management and/or supervisory experience desired but not required.
• Client Documentation to enhance optimal service efficiency.
• Thrives on working well with clients and provides exceptional service.
• Willingness to go “above and beyond” to exceed customer expectations.
• Excellent documentation management skills.
• High level of proficiency with Microsoft software, and a desire to learn about cloud and computer networks.
• Certifications (desired but not required): Microsoft, PMP, ISC2, and CompTIA, ITIL certifications.
• 3+ years of progressive IT experience.
• Proven ability to communicate with both end users and executives.
• Bachelor's degree preferably in information technology management or related field.
• Works well under stress, pressure, and deadlines.
• Proven track record managing a diverse technology group in a fast-paced and customer- focused team environment.
• Outstanding ability to work both independently and within a team environment.
• Effective client-facing interpersonal skills; comfortable and effective at acting as a liaison between multiple technology groups.
• Client Meeting adherence and Improvements.
• Exceptional analytical and problem-solving skills.
• CBR process adherence and Improvements.
• Outstanding communications and customer relations skills.
• WORKING 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.

Benefits

• Client Retention and Contract Renewals to maintain MRR.
• Client Health Management.

Training + Development

Interview process

Visa Sponsorship

Security clearance