Service Delivery Manager, IT
CLIENT is a technology enabler that helps clients in major industries evaluate, architect, provide, secure, and manage technology on the go, in the rack and in the cloud. CLIENT provides technical, professional, cyber security and managed services. This position is an onsite role and will require travel to and from customer locations in Tulsa, OK. Must have reliable transportation.
Service Delivery Manager, IT
Our CLIENT team is looking for a Service Delivery Manager that will work with existing CLIENT customer(s) to ensure that they are highly successful with and delighted by CLIENT Services. You will be responsible for effectively supporting these accounts, initiate and manage ongoing usage of our services and build high customer satisfaction. You will work within your accounts actively to drive adoption, as well as act as the voice of your customers internally at CLIENT.
Qualifications
- 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.
- 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.
- Work closely with Professional Services and Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.
- Supervise and facilitate the customer’s adoption of our solution features and their overall business needs as they relate to our products.
- Use customer relationships as needed for prospect references.
- Act as a liaison between product management and the customer with a focus on communicating the CLIENT Services Products.
- After receiving initial training/onboarding we expect you to have gained and maintain a deeper knowledge of CLIENT service products.
- Self-sufficient management of multiple accounts.
- Actively ensure there is a roadmap in place for each of your accounts.
- Timely execution of standard customer meetings and reviews for your defined accounts monthly and quarterly.
- Achieve/exceed annual customer happiness targets and other defined Key Performance Indicators.
- Excellent problem-solving skills - including crisis management, communication, issue tracking, triaging, and providing value-based recommendations.
- Passionate about collaboration and building strong relationships, both with customers and internal teams. You thrive when working in virtual teams.
- Can clearly communicate technical subjects to technical and non-technical audiences. You can influence at the C-level as well as with individual technical contacts.
- 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.
- 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
- Oversee customer activities as it pertains to Managed Service Operations
- Function as the customer’s single point-of-contact for problem identification and resolution for issues that stem from CLIENT services.
- Manage service requests to ensure full utilization of technical resources.
- Facilitate meetings with NOC and the management teams. Conducting service board reviews.
- Reconcile daily backups and patching initiatives to ensure successful backups and compliance requirements.
- Ability to aggregate data from multiple sources to prepare and delivery monthly and quarterly business reviews.
- Assess, recommend, and partner with their customer base to align the business and technology needs of their customers.
Education
- 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.
- Bachelor’s degree required
- 5+ years prior technical account management experience
- 3+ years of experience in services industry
- Strong communication skills and technical aptitude
- Familiarity with Infrastructure, Cloud, SAAS Technologies and Services
- Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
- Enjoys working closely with customers to ensure complete satisfaction
- A self-starter who takes the initiative to get things done
Required Knowledge, Skills, & Abilities
- Knowledge and experience in cross-functional management methods and techniques.
- Knowledge of IT applications, processes, software, and equipment.
- Strong organizational, presentation, and customer service skills.
- Skill in strategic planning with an ability to think ahead and plan over a 6-12-month time span.
- Ability to multi-task and adapt to changes quickly.
- Service awareness of all organization’s key IT services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Self-motivated with the ability to work in a fast-moving environment in the industry.
- Excellent verbal and written communications skills are required. Ability to translate issues quickly and succinctly into business terms.
- Strong management capabilities to effectively lead and manage direct reports and teams.
- Strong knowledge and understanding of the market, business models, processes and structure.
- Ability to develop reports, recommendations, proposals, presentations, and other documents.
- Excellent presentation skills.
- Proficiency in MS Office Suite.
- Ability to work in a fast-paced environment, managing multiple projects and tasks concurrently.
- Must be detail oriented and execute with a high level of accuracy.
- Must have strong organizational and time management skills.
- Knowledge of ConnectWise, BrightGauge, and OpsRamp, a plus.
- Must be able to travel as needed.
What CLIENT offers you
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to the organization.
CLIENT’s Total Rewards package includes:
- Medical, dental, vision, life and company paid disability coverage
- Health savings accounts and flexible savings accounts
- 401(k) plan with company match
- Paid holidays and unlimited paid time off options
- Wellness programs, pet insurance, legal insurance and more
Join us! and be part of an inclusive, energizing, and collaborative environment.
CLIENT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Employment is contingent upon successful completion of background and pre-employment drug screen. CLIENT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status.