Description
Here, at Klik Solutions, a rapidly growing Managed IT Services Provider (MSP), we integrate customers’ internal IT Support, delivering an exceptional IT experience so that our clients can focus on new ways to advance business. Our IT services are about establishing, planning, managing, and supporting IT structures for large and medium-sized enterprises, start-ups, and non-profit organizations. Our projects vary from small office IT solutions to the big company outsourcing the IT infrastructures setup from scratch with further support. It is always about delivering complex hardware and software approaches, establishing IT structures, auditing network security, and improving IT cloud solutions.
Service Delivery Manager (SDM)
The Service Delivery Manager (SDM) serves as the single point of contact for all customer inquiries about the accounts they manage, including the management of assigned projects. The successful candidate will work directly with clients (or their representatives) to ensure deliverables fall within the applicable scope and budget. He or she will coordinate with other Klik Solutions departments (Sales, Technical, Support Desk, etc.) to ensure all aspects of customer inquiry or projects are compatible.
Role And Responsibilities
- Monitor and provide initial response and triage of all escalated customer requests
- Identify, assign, and work with appropriate Internal resources to determine the requested delivery path
- Communicate to clients clearly, address their concerns, and resolve any conflicts that arise
- Raise clients’ business concerns and needs to the company’s management
- Assist in negotiating and closing business contracts with existing and new clients
- Prepare and present business and account updates to the company’s management and clients
- Follow up with clients to ensure they are satisfied with the company’s products or services
- Contribute information to sales strategies by assessing current product results, monitoring competitive products, assessing needs to be filled, and analyzing customer reactions
- Assist in the definition of project scope and objectives, involving all relevant stakeholders
- Communicate with clients to take detailed ordering briefs and clarify specific requirements of each project/inquiry
- Develop a detailed project plan to monitor and track progress
- Provide summarized meeting minutes to the client and stakeholders with action items appropriately assigned and delegated
- Manage changes to the project scope and project schedule using appropriate verification and internal procedures
- Enforce proper project time and task tracking, specifically to analyze the successful completion of short and long-term goals
- Coordinate internal resources and third parties for the flawless execution of projects
- Ensure that all projects are delivered on time, within scope, and within budget
- Create and maintain comprehensive project documentation
- Ensure proper management and archival of project documents and artifacts by team members
- Manage the relationship with the client and all stakeholders
- Perform risk management to minimize project risks in terms of scope, schedule, resources
- Perform special projects or management tasks as assigned by the Service Management Director
- Use and continually develop leadership and professional skills, attend video conferences and training as required
- Occasional after-hours and weekends are required, where the SDM is expected to check in and provide updates to stakeholders and clients
Requirements
- Verbal and written communication skills
- Excellent understanding of the company
- Strong negotiation and customer service skills
- Multitasking skills
- Data collection and analysis skills
- Listening skills
- Interpersonal skills
- Emotional intelligence
- Familiar with a variety of the PM field's concepts, practices, and procedures
- Proven working experience in project management/coordination not less than 1 year
- Strong working knowledge of MS Office 365 (Project, Visio, Teams, etc.)
- CompTIA Project+ or higher-level certification is a plus!
- Experience with ConnectWise Manage/Automate is a plus!
- Process Improvement
- Performance Management