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Information Technology Service Delivery Manager

Information Technology Service Delivery Manager

L2R ConsultingOrlando, FL, US
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Overview

The Service Delivery Manager will provide guidance and leadership to the Customer Success team and will have oversight with new and existing CLIENT customers to ensure they are highly successful with and delighted by CLIENT Services. The role will be responsible for overseeing onboarding and ongoing support management of accounts onto our services, initiating and managing usage in the early stages and maintaining high customer satisfaction. You will work with your team to drive adoption and improvements internally at CLIENT. You will institute impactful changes that drive customer service excellence and efficiencies within the customer success organization. You should be methodical, a good listener and a strong communicator who understands both your team\'s capabilities and your customer\'s success strategy. You\'ll manage multiple initiatives concurrently and drive them forward with technical aptitude and strong business acumen.

Note : This description reflects the responsibilities and qualifications typically required for the role. Pay range and other notices may vary by client and location.

Responsibilities

  • Establish a trusted advisor relationship across the customer's organization, from Executive Sponsors to day-to-day contacts, to ensure customers are getting value from our products and services.
  • Develop success plans for customers that outline critical success factors, metrics for success, potential issues, and recommendations aligned with current and new products.
  • Work closely with Professional Services and Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.
  • Supervise and facilitate the customer's adoption of our solution features and their overall business needs as they relate to our products.
  • Use customer relationships as references as needed for prospecting.
  • Act as a liaison between product management and the customer with a focus on communicating the CLIENT Services Products.
  • After initial training / onboarding, gain and maintain a deep knowledge of CLIENT service products.
  • Self-sufficient management of multiple accounts.
  • Ensure there is a roadmap in place for each account.
  • Timely execution of standard customer meetings and reviews for defined accounts monthly and quarterly.
  • Achieve or exceed annual customer happiness targets and other defined KPIs.
  • Demonstrate excellent problem-solving skills, including crisis management, communication, issue tracking, triaging, and providing value-based recommendations.
  • Collaborate effectively with customers and internal teams; thrive in virtual team environments.
  • Clearly communicate technical subjects to technical and non-technical audiences and influence at CIO level as well as with individual technical contacts.
  • Proven track record in driving customer adoption and retention, with experience handling renewals and addressing signals of potential churn.
  • Anticipate dissatisfaction, proactively address feedback, and onboard it to improve outcomes.

Qualifications & Experience

  • Oversee customer activities related to Managed Service Operations and serve as the single point of contact for problem identification and resolution for issues stemming from CLIENT services.
  • Manage service requests to ensure full utilization of technical resources.
  • Facilitate meetings with NOC and management teams; conduct service board reviews.
  • Reconcile daily backups and patching initiatives for successful backups and compliance.
  • Aggregate data from multiple sources to prepare and deliver monthly and quarterly business reviews.
  • Assess, recommend, and partner with customers to align business and technology needs.

    • Education

  • Bachelor's degree in Information Technology, Computer Science or Engineering required, or five years of hands-on experience in a comparable role in a fast-paced technical support environment.
  • 5+ years prior technical account management experience
  • 3+ years of experience in the services industry
  • Strong communication skills and technical aptitude
  • Familiarity with Infrastructure, Cloud, SaaS technologies and services
  • Proactive team player with ideas for user adoption and churn mitigation
  • Enjoys working closely with customers to ensure satisfaction
  • Self-starter with initiative

    • Required Knowledge, Skills, & Abilities

  • Knowledge and experience in cross-functional management methods and techniques
  • Knowledge of IT applications, processes, software, and equipment
  • Strong organizational, presentation, and customer service skills
  • Strategic planning with the ability to think ahead 6–12 months
  • Planning and preparing written communications
  • Leading people and achieving results with strong customer orientation
  • Interpersonal, telephony, and active listening skills
  • Ability to multi-task and adapt to change quickly
  • Excellent teamwork and communication
  • Service awareness of key IT services the organization supports
  • Understanding of support tools and how technology enables IT services
  • Typing skills for accurate service request entry
  • Self-motivation to work in a fast-moving environment
  • Excellent verbal and written communication; ability to translate issues into business terms
  • Strong management capabilities to lead and manage direct reports and teams
  • Knowledge of market, business models, processes, and structure
  • Self-directed and results-driven with strong presentation, interpersonal, and leadership skills
  • Strong knowledge of technology
  • Knowledge of accounting practices including billing, accounts receivable and returns
  • Ability to make cognitive business decisions
  • Ability to develop reports, recommendations, proposals, presentations, and other documents
  • Excellent presentation skills
  • Proficiency in MS Office Suite
  • Ability to work in a fast-paced environment, managing multiple projects and tasks concurrently
  • Detail-oriented with a high level of accuracy; strong organizational and time management skills
  • Knowledge of ConnectWise, BrightGauge, and OpsRamp is a plus
  • Must be able to travel as needed

    • Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Information Technology, General Business, and Consulting
  • Industries : Staffing and Recruiting

    • Referrals increase your chances of interviewing at L2R Consulting by 2x

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