Summary
The Service Delivery Manager is a key member of our team responsible for overseeing the delivery of managed services to our clients. A successful candidate will ensure that services are delivered in accordance with established service level agreements (SLAs), act as a customer advocate, and will work closely with internal teams to continuously improve service quality along with customer satisfaction.
Essential Duties and Responsibilities
Serves as the primary contact for assigned clients.
Build and maintains strong relationships with clients, understanding their business needs and objectives.
Regularly communicates with clients to provide updates on service delivery and address any concerns or issues.
Monitors service performance against SLAs and take proactive measures to address any deviations.
Conducts regular business and service reviews with clients to assess performance and identify areas of improvement.
Ensures service delivery processes are followed consistently and efficiently.
Collaborates with internal teams, including technical support, operations, and sales to ensure seamless service delivery.
Identifies opportunities to streamline processes and improve efficiency in service delivery.
Implements best practices and methodologies to enhance service quality and customer satisfaction.
Stays informed about industry trends and emerging technologies that may impact service delivery.
Addresses issues of escalations related to service delivery promptly.
Participates in Change Review process for clients ensuring client satisfaction and contractual integrity is maintained.
Enables service delivery by owning Service-Now documentation.
Manages client expectations.
Coordinates major client work efforts with appropriate Logicalis staff.
Leads effort for new client integrations and existing clients’ new service and/or device integration or de-integration.
Enables support team through client specific training.
Ensures monthly billing is accurate and time and materials (T&M) efforts are properly tracked.
Provides account team with new opportunities within client accounts.
Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
Supports and conducts self in a manner consistent with client service expectations.
Applies ITIL service management principles to ensure service quality, compliance and operational efficiency.
Helps clients leverage our solutions to drive innovation within their organization.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Qualifications
To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Equivalent combination accepted.
Education:
Bachelor’s Degree in a related field.
Experience / Technical Requirements
5 years experience in IT infrastructure management and/or vendor management; knowledge of IT provider’s services and qualifying factors in order to understand how client requirements will affect delivery.
Exposure or training in ITIL foundations.
Proficient use of all Microsoft Office applications.
Certifications
Project Management Professional (PMP).
Other Skills and Abilities
Reasonable technical understanding and ability to translate technical requirements and specifications into easily understood business concepts and vice versa.
Ability to provide continuous improvement ideas and opportunities within the boundaries of the client’s limitations (resource, budgetary, legal etc.).
Strong organizational skills, attention to detail and flexibility.
Ability to multi-task and reprioritize work efforts as necessary.
Possess relationship management abilities; strong client-facing skills.
Excellent presentation skills.
Ability to work under pressure and strong ability to “think on your feet”.
Self-starter, little direct supervision needed.
Outstanding oral, written, and technical/business communication skills.
Good understanding of statistical and analytical principles and processes.
Ability to interact successfully with all levels of client and IT provider organization.
Physical Demands
The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.
Salary Compensation Range: $77,500 to $100,800 plus bonus