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Technical Account Delivery Manager
Park Place TechnologiesTechnical Account Delivery Manager optimizing client use of Park Place services and products while managing onboarding and operational performance. Trusted liaison between clients and internal teams for effective solution delivery.
About the role
Key responsibilities & impact- Partnering with Sales, Presales and Customers for input to the SOW, edits and finalization to ensure Solution Delivery outcomes are understood and achievable.
- Development of scorecard for services.
- Defining the specific Hypercare activities to ensure a quality-based handover from onboarding to Managed Services teams are completed effectively.
- Based on site with the customer during onboarding and Hypercare phases of the contract supporting both the customer and the managed services teams.
- Daily account monitoring.
- Weekly / monthly technical operation report production including trends.
- Monthly technical trending report production with treatment / advisory outputs.
- Quarterly technical business reviews.
- Technical best practice advice and recommendations.
- Root cause and incident management reviews.
- Reviewing environment configurations, documenting optimization opportunities, and driving implementation following appropriate change control processes.
- Creating, editing and providing updated account documentation.
- Monitoring and reporting financial performance to SOW and driving improvements to critical measurements.
- Leading Service Improvement Activities (SIP), RCA/PIR and action item completion through Customer and PPT resources.
- Ownership of the change control process governance.
- Any other tasks and activities pursuant to the role.
Requirements
What you’ll need- 8+ years’ experience in an IT Infrastructure role with experience across storage, network and server technologies.
- Strong background in IT Operations Best Practices and Metrics Management.
- Must have experience creating and monitoring performance against Statements of Work.
- Experience of working with sales / pre-sales.
- Experience of technical report production using industry standard tools.
- Experience and understanding of Client IT operational processes and procedures.
- Proven ability to work on several projects simultaneously and under tight schedules.
- Must be able to prioritize own workload and use own initiative in the absence of supervision.
- Advanced MS Office Skills.
- Bonus Points: Data Center Operational experience
- IT Consultant or Pre-Sales experience
- ITIL Qualified to advanced or expert level.
Benefits
Comp & perks- Onsite support @ Customer location/s during Onboarding and Hypercare engagements
- Domestic and International travel may be required
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT Infrastructurestorage technologiesnetwork technologiesserver technologiesperformance monitoringtechnical report productionchange control processesroot cause analysisincident managementService Improvement Activities
Soft Skills
project managementprioritizationinitiativecommunicationcollaborationproblem-solvingleadershipcustomer supportadaptabilitytime management
Certifications
ITIL Qualifiedadvanced ITIL certificationexpert ITIL certification