Presidio

Senior Service Delivery Manager

Presidio

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Manage 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.
  • Manages a team of Project Management professionals in the provisioning of customers for Presidio Managed Service offering.
  • 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 manage 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 high degree of customer satisfaction.

Requirements

  • Bachelor’s degree or equivalent work experience and/or military experience
  • 8+ years of experience managing IT services customer relationships
  • US Citizen for Security Clearance
  • Thorough understanding of ITIL v 3 Foundation Service Management
  • 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
  • Operative 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. Proficient command of the English language and reading comprehension
  • Strong critical thinking, appropriate judgment, and logical decision-making skills
  • Effective resource tracking, instructing, 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.
Benefits
  • Applications will be accepted on a rolling basis.
  • Equal Opportunity Employer Disability/Vets.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ITIL v3 Foundationproject managementresource allocationservice deliverycustomer relationship managementadministration principlesfinancial managementSLA metricschange managementbusiness development
Soft Skills
customer serviceinterpersonal skillsactive listeningcritical thinkinglogical decision-makingcommunication skillspresentation skillsnegotiation skillstime managementteam leadership
Certifications
Bachelor's degreeSecurity Clearance