Service Delivery Manager

Overview

The Service Delivery Manager position is responsible for delivering our IT managed services portfolio of client accounts with the support of a cross functional team. This role involves helping design DATA safe guard our revenue, retain our clients, grow our accounts, and spearhead projects to modernize client infrastructure.

• Manage 8 to 12 client accounts with the support of a dedicated cross functional team.
• Drive contract renewal and project sales activities within assigned accounts to meet service renewal and expansion targets, to include cultivating leads and generating and presenting proposals.
• Motivate clients to adopt design
  
  DATA infrastructure and IT offerings.
• Analyze clients’ environments and needs regularly to identify new sales opportunities.
• Meet with clients regularly to ensure satisfaction with our services.
• Establish and maintain key relationships with our clients.
• Obtain, evaluate, and select quotes from vendors and partners to meet client needs.
• Ensure both the company and clients adhere to contract terms.
• Plan and organize daily activities related to operations and customer service.
• Coordinate and manage client equipment acquisition and scheduled maintenance.
• Act as the client's authorized representative as needed for other technology vendors.

• Communicate and escrow issues as needed with the senior leadership team.
• Act as the point of contact for client concerns and escalations adeptly.
• Identify and promote opportunities to improve processes and service delivery.
• Schedule client maintenance periods and downtime with the client and design
  
  DATA.
• Act as Incident Manager for issues affecting clients during regular working hours.
• Participate in the On-Call Operations Manager for after hours incidents.
• Client Documentation to enhance optimal service efficiency.
• Client Health Management.
• Client Retention and Contract Renewals to maintain MRR.
• C  process adherence and Improvements.
• Client Meeting adherence and Improvements.

• Bachelor's degree in information technology management or related field.
• 3+ years of progressive IT experience.
• IT management and/or supervisor experience desired but not required.
• Proven track record demonstrating experience in fast paced and customer‑focused team environment.
• Outstanding ability to work both independently and within a team environment.
• Outstanding communication skills and customer relations skills.
• Excellent documentation and management skills.
• Strong and diverse technical skills with a willingness to learn hands‑on skills.
• Proven ability to communicate with both end users and executives.
• Willingness to go "above and beyond" to exceed customer expectations.
• Effective client‑facilitating interpersonal skills; collaborative, or self‑directed as context demands.
• Tailors communication approach among the team, the company, and clients.
• Exceptional analytical and problem‑solving skills.
• Works well under pressure and deadlines.
• Thrives on building and providing exceptional service.
• Well‑organized, self‑directed team player.
• High level of proficiency with Microsoft software, and a desire to learn cloud and computer networking.
• Certifications (desired but not required):
  Microsoft, PMP, ISC2, and CompTIA, ITIL certifications.

The majority of performance is performed in a professional office setting with occasional travel required. Travel will be required to participate in events with clients and may be scheduled with clients as needed. Working hours may vary based on client commitments and typically follow a traditional business schedule.

It is design DATA, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals…