Information Technology Service Delivery Manager

Contract to hire

Should have good Networking experience and able to provide customer data analytics to customers on performance. Cisco Unified Communications experience is a plus.

Voice background in telephones is a plus.

• Good overview of IT Administration.

• Managed Services environment experience a plus.

• F2F customer interaction experience

• Quarterly reviews using pivot tables, able to represent and manipulate data (can be learned)

• supporting 15-20 accounts

• generalized IT technology knowledge

• visiting clients once a week (4-5 large clients)

Looking for a Service Delivery Manager that will work with new and existing customers to ensure that they are highly successful with and delighted by Services. You will be responsible for effectively onboarding these accounts onto our services, initiate and manage usage of our services in the early stages and ongoing, and build high customer satisfaction. You will work with your accounts actively to drive adoption, as well as act as the voice of your customers internally .

Requirements/ Duties

1. Establish a trusted advisor relationship across the customer's organization, from Executive Sponsors to day-to-day contacts, to ensure customers are getting value from our products and services.
2. Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations, in alignment with current and new products.
3. Work closely with Professional Services and Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.
4. Supervise and facilitate the customer’s adoption of our solution features and their overall business needs as they relate to our products.
5. Use customer relationships as needed for prospect references.
6. Act as a liaison between product management and the customer with a focus on communicating the our Services Products.
7. After receiving initial training/onboarding we expect you to have gained and maintain a deeper knowledge of our service products.
8. Self-sufficient management of multiple accounts.
9. Actively ensure there is a roadmap in place for each of your accounts.
10. Timely execution of standard customer meetings and reviews for your defined accounts monthly and quarterly.
11. Achieve/exceed annual customer happiness targets and other defined Key Performance Indicators.
12. Excellent problem-solving skills - including crisis management, communication, issue tracking, triaging, and providing value-based recommendations.
13. Passionate about collaboration and building strong relationships, both with customers and internal teams. You thrive when working in virtual teams.
14. Can Clearly communicate technical subjects to technical and non-technical audiences. You can influence at the CIO level as well as with individual technical contacts.
15. You have a proven track record working in driving customer adoption and retention. You have experience handling renewal discussions as well as discovering and remediating signs of potential customer churn.
16. You anticipate dissatisfaction, proactively seek to solve, or avoid it, and when feedback is provided you onboard it squarely with the intent to address it.

Qualifications & Experience

• Assess, recommend, and partner with their customer base to align the business and technology needs of their customers.
• Reconcile daily backups and patching initiatives to ensure successful backups and compliance requirements.
• Facilitate meetings with NOC and the management teams. Conducting service board reviews.
• Manage service requests to ensure full utilization of technical resources.
• Function as the customer’s single point-of-contact for problem identification and resolution for issues that stem from our services.
• Ability to aggregate data from multiple sources to prepare and delivery monthly and quarterly business reviews.
• Oversee customer activities as it pertains to Managed Service Operations

Education

• Bachelor’s degree required
• Familiarity with Infrastructure, Cloud, SAAS Technologies and Services
• A self-starter who takes the initiative to get things done
• 3+ years of experience in services industry
• Enjoys working closely with customers to ensure complete satisfaction
• Strong communication skills and technical aptitude
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
• 5+ years prior technical account management experience
• A Bachelor’s Degree in Information Technology, Computer Science or Engineering required or five years of hands-on experience in an equivalent position in a fast paced and dynamic technical support environment.

Required Knowledge, Skills, & Abilities

• Knowledge of IT applications, processes, software, and equipment.
• Knowledge and experience in cross-functional management methods and techniques.
• Must have strong organizational and time management skills.
• Strong management capabilities to effectively lead and manage direct reports and teams.
• Skill in strategic planning with an ability to think ahead and plan over a 6-12-month time span.
• Ability to work in a fast-paced environment, managing multiple projects and tasks concurrently.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Strong knowledge and understanding of the market, business models, processes and structure.
• Must be detail oriented and execute with a high level of accuracy.
• Ability to multi-task and adapt to changes quickly.
• Excellent verbal and written communications skills are required. Ability to translate issues quickly and succinctly into business terms.
• Ability to develop reports, recommendations, proposals, presentations, and other documents.
• Must be able to travel as needed.
• Self-motivated with the ability to work in a fast-moving environment in the industry.
• Proficiency in MS Office Suite.
• Knowledge of ConnectWise, BrightGauge, and OpsRamp, a plus.
• Strong organizational, presentation, and customer service skills.
• Service awareness of all organization’s key IT services for which support is being provided.
• Excellent presentation skills.