Service Delivery Manager (Remote)

View full description

Requirements:

• Bachelor's degree from an accredited university preferred.
• A minimum of 10 years overall job experience in Information Technology with at least 5 years’ experience in Consulting/Professional Services.
• Excellent understanding of business environments and challenges of IT operations in an enterprise-level corporation.
• Strong leadership experience and ability to build collaborative working environments.
• Detail and results oriented; passionate about delivering exceptional service.
• Strong conflict negotiation and problem-solving skills.
• Excellent oral, written communication and presentation skills.
• Highly organized, detail-oriented, excellent time management skills.
• Proactive and consultative approach to customer and sales requests.

Responsibilities:

• Responsible for supervising and ensuring optimal client satisfaction throughout the entire life cycle of the Managed Services engagement.
• Day-to-day management and point of contact for client escalation for Managed Services customer accounts.
• Manage, coordinate, and regularly communicate with assigned accounts, including weekly status and ad-hoc meetings/calls.
• Ensure transfer of knowledge of customer systems, processes, and requirements to the technical teams.
• Participate in relevant customer meetings and track resulting action items to completion.
• Establish and own business meeting cadence to monitor service deliverables and improvement opportunities.
• Deliver high-quality service reports to assigned clients while continuously tracking client specific KPIs.
• Identify gaps in service delivery and work with the team to improve.
• Identify new opportunities in account base to increase overall value as a top solution partner.