Company Overview: When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for Technology Solutions Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook. Position Overview: Orchestrating the development of client partnerships and oversees their daily operationalization to solve customer challenges. Overseeing the planning, management, and execution of multiple project initiatives that contribute to client-facing technological solutions, aiming to deliver an exceptional customer experience and expand our market footprint. In collaboration with sales leads, our solution sales team, and our internal Center of Excellence, you will actively engage with clients to understand their business goals, priorities, and critical success factors. This understanding will inform the development and execution of a tailored Account Strategy. Responsibilities also include translating customer needs into formal agreements, defining and documenting customized solutions, and managing client interactions regarding these documented requirements. What you’ll do as the Service Delivery Manager (SDM): Spearhead comprehensive, multi-faceted projects across the enterprise, guiding them through every phase of the project lifecycle.Cultivate and sustain robust client relationships at all organizational tiers, aiming to become an indispensable business ally.Drive the achievement of financial goals, including revenue, profitability, and growth, while elevating customer satisfaction benchmarks.Foster and uphold communication channels within all strata of the organization to ensure cohesive operations.Enhance resource management by optimizing allocation, scheduling, and deployment efficiency.Provide executive support in strategic decision-making, defining project scope, and determining methodological approaches.Compile and present detailed reports to senior management, encapsulating project outcomes and fiscal health.Coordinate and lead both internal and client-centric meetings and workshops, ensuring clear communication of outcomes.Proactively identify potential project risks, devising and implementing strategies to mitigate them effectively.Initiate and guide change management processes to align with evolving project and organizational needs.Act as the pivotal connector between Zones and clients, facilitating discussions on business and technical matters.Resolve escalated issues that exceed the project team’s purview, addressing scheduling, resource, or technical challenges.Engage with clients to gauge and enhance their satisfaction with our products and services.Participate in client engagements as a sales adjunct, fostering new opportunities and nurturing existing relationships.Oversee the entire project management spectrum, adhering to PMI’s established knowledge areas: Scope, Schedule, Cost, Quality, Resources, Communications, Risk, and Procurement, while managing stakeholder expectations.Implement robust systems and processes designed to meet and exceed client Service Level Agreements (SLAs).Educate, mentor, and coach team members to deliver top-tier services and projects, grounded in industry-standard methodologies and best practices.Administer IT Service Levels and respond to Operational Requests from clients, ensuring top-notch service delivery.What you will bring to the team: Bachelor’s Degree or 10+ years’ experience with Service Delivery, Project Management or business consulting, MBA preferred, or equivalent education, training or experience preferred.Exceptional communication skills and experience working with executives and C-level stakeholders.Demonstrated knowledge of risk management, change order management, performance measurements, financial and qualitative analysis, and project/people management.Extensive experience in managing large fixed priced engagements, managing profitability, and successfully meeting the client's expectations and goals.Ability to manage multiple priorities while staying aligned to the project objectives.Leadership skills that would be applied across the client enterprise and across multiple project environments, to influence client's expectations and goals.Experience with business transformation and change management. Experience and success in managing service level agreements with penaltiesExperience successfully collaborating in a pre-sales environment with technical resourcesDemonstrated ability to translate technical requirements into a detailed quote or Statement of Work.Ability to effectively prioritize and execute tasks in a high-pressure environment.Ability to implement effective personnel/project risk management and safety strategies.Ability to work and adapt to change in a fast-paced environment.Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Project.Must have skills in five key general management areas of client relationship management, consultative selling, financial / business management, portfolio / project management and team management and are usually the primary focal point for all activities on a large complex contract.PMP CertificationKnowledge of structured cabling to include copper and fiber systems preferred.Must have a strong background in IT operations, telecommunications, and distribution network projects.Experience coordinating engineering, construction teams and sub-contracted vendors. Zones offers a comprehensive Benefits package
At Zones, we're proud to offer a comprehensive benefits package designed to support the well-being and success of our employees. Your health is important to us, so we truly embrace hybrid working. Additional benefits include private medical insurance, with access to a range of wellness programs aimed at promoting a healthy lifestyle. We believe that a healthy workforce is a productive workforce. Investing in your professional growth and development is a priority for us. Our benefits package includes opportunities for training and development, as we want to support you in reaching your career goals and unlocking your full potential. In addition to the core benefits outlined above, we offer a range of additional perks and benefits to enhance your experience as a valued member of our team. These may include discounts on gym memberships, retail purchases, travel packages, and more.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.