Service Delivery Manager (3222) Butler, Ohio

Summary



Acts as customer advocate and point person for specified group of Managed Services customers by managing service level performance. Establishes strong relationships with customers and serves as customer advocate for process improvement.



Essential Duties and Responsibilities



  • Collaborates with Logicalis support team, Solution Architects, Account Executive’s and internal Managed Services staff, in support of customer deliverables.
  • Reviews and audits Service Level Agreements (SLAs) performance and communicates any failures.
  • Leads and manages Service Delivery Review Program on behalf of customer.
  • Participates in Change Review process for clients ensuring customer satisfaction and contractual integrity is maintained.
  • Responsible for overseeing execution and delivery of Event Analysis Reporting.
  • Enables service delivery by owning Service-Now documentation.
  • Manages customer expectations.
  • Coordinates major customer work efforts with appropriate Logicalis staff.
  • Leads effort for new customer integrations and existing customers’ new service and/or device integration or de-integration.
  • Drives process improvements that increase customer satisfaction.
  • Enables support team through customer specific training.
  • Acts as communication focal point for service effecting incidents.
  • Ensures monthly billing is accurate and time and materials (T&M) efforts are properly tracked.
  • Provides account team with new opportunities within customer 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 customer service expectations.
Supervisory Responsibilities



This job has no supervisory responsibilities.



Qualifications



To perform this job successfully, an individual must 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



Education:



  • Bachelor’s Degree in a related field.
Experience:



  • 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 customer requirements will affect delivery.
May consider an equivalent combination of education and experience.



Computer Skills



  • Strong working knowledge of Microsoft Office required.
Certificates, Licenses, Registrations



  • Project Management Professional (PMP) preferred.
  • Exposure or training in ITIL foundations desirable.
Other Skills and Abilities



  • Strong organizational skills, attention to detail and flexibility a must.
  • Ability to multi-task and reprioritize work efforts as necessary.
  • Possess relationship management abilities; strong customer-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 customer and IT provider organization.
  • 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 customer’s limitations (resource, budgetary, legal etc.).
Physical Demands



The physical demands described here are representative of those that must 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 isconstantly required to sit,talk, see, hear,and use handsand arms. The employee is frequently required to stand; move about,climb stepsor balance and stoop, kneel, crouch, or crawl. The employee must 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.



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