Service Delivery Manager

SEIZE THE OPPORTUNITY TO BE A PART OF SOMETHING GREAT!

Presidio is on the leading edge of a technology-driven movement to transform the way business is done, for our customers and our customers' customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it's our people that make the connections happen.

WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

THE ROLE: Service Delivery Manager

Job Summary: As an internal Service Delivery Manager with Presidio, you will be responsible for managing the data lifecycle of all aspects of customer provisioning for Presidio Managed Services. This role will impact business both internally and externally with overall goals of increasing efficiency and effectiveness of the department thereby increasing customer satisfaction.

Travel Requirements: This will be a remote role within the Continental US. In this role you will be expected to travel up to 5%.

Job Responsibilities:

• Manages client satisfaction in the delivery of IT services, ensures profit objectives are met, directs an on-going strategic plan for the account. Provides the client a primary point of contact within Presidio and has the responsibility and authority for deployment of resources to support the client from all Presidio business units.
• Provides leadership to the account team. Ensures that the team understands and delivers the unique value proposition (competitive advantage, financial achievement, etc.) that Presidio has sold to the client.
• Provides management and technical direction to multiple complex service delivery projects within the account. Assumes responsibility for all aspects of account performance (technical, contractual, administrative, and financial). Facilitates successful integration, sets the account vision, communicates sense of core purpose, manages change, and builds a culture open to industry changes.
• May lead business development teams in identifying new business opportunities for Presidio and managing the sales cycle from start to finish, particularly in add-on business to existing accounts. Leverages existing client relationships to develop follow-on business to increase the revenue stream.
• Customer onboarding.
• Manages all client deliverables with the Project Management team.
• Works with other Managed Services departments to maintain and improve customer SLA metrics.
• Manages customer satisfaction for high touch customers and customer escalations.
• Meets agreed upon client deliverable schedules and manages client expectations.
• Manages appropriate internal and external resources to meet set deadlines.
• Refines as necessary- procedures, diagrams, and documentation processes.
• Facilitates customer meetings and teleconferences.
• Maintains active communication internally and externally.
• Manages multiple projects.
• Measures success on maintaining a high degree of customer satisfaction.
• Operates active learning skills to understand the implications of new information for both current and future problem-solving and decision-making.
• Advanced project management, time management, and coordination skills to plan, organize, staff, and assist in the overall direction of the department.
• Excellent oral and written communication skills.
• Strong critical thinking, appropriate judgment, and logical decision-making skills.
• Effective resource tracking, instruction, and quality control analysis skills, to evaluate the quality of performance and take corrective action when necessary.
• Good presentation skills with the ability to manage relationships by persuading and negotiating with others.

Basic Knowledge, Skills, and Abilities:

• Proficiency in the English language and reading comprehension.
• Knowledge of administration and management principles, specifically in planning, resource allocation, and coordination of people and resources.
• Strong customer service, interpersonal, and active listening skills.

Required Skills:

• Bachelor's degree or equivalent work experience and/or military experience.
• 4-6 years' experience managing IT services customer relationships.
• Thorough understanding of ITIL v 3 Foundation Service Management.
• Due to the nature of a 24 x 7 x 365 operation, must be willing to be available for occasional non-traditional business hours work.

ABOUT PRESIDIO

Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DEI change process across all levels of the organization. Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements.

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