Service Delivery Executive (3079) Butler, Ohio

Summary



Maintains overall responsibility for Managed Services’ relationship with customer. Directs activities of Service Delivery Manager and Delivery Architect assigned to customer account. Ensures all Statements of Work (SOW) and Project Request Form (PCR) are executed and priced properly. Provides oversight to all Professional Services work efforts in customer environment. Works closely with customer executive team to understand business drivers and provide proactive support. Essential Duties and Responsibilities



  • Manages day-to-day responsibilities of Service Delivery Manager and Delivery Architect assigned to customer.
  • Ensures contractual obligations are met; both Managed Services and Professional Services Statements of Work.
  • Ensures Managed Services engineers have tools and training necessary to support customer.
  • Responsible for service performance; identifies potential opportunities for process improvement related to availability and performance.
  • Develops and delivers Quarterly Business Review with customer and Logicalis executive management.
  • Strategic liaison between Logicalis Service Delivery team, customer IT management and Logicalis leadership.
  • Schedules regular meetings with IT executives around service delivery and performance.
  • Reviews and analyzes customer service performance to identify potential opportunities for improving availability and performance.
  • Collaborates with Logicalis support team, (e.g. Solution Architects, Account Executives and internal Managed Services staff) in developing and delivering new opportunities.
  • Oversees major customer work efforts as appropriate.
  • Manages customer expectations.
  • Acts as communication focal point for service affecting incidents.
  • 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.
  • Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
  • 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:



  • Minimum of 10 years experience supporting multiple technical environments with personnel management, service delivery management experience and executive facing interaction skills.
  • 5 years experience in IT infrastructure management or in IT leadership role.
May consider an equivalent combination of education and experience.



Computer Skills



  • Proficient use of all Microsoft Office applications.
Certificates, Licenses, Registrations



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



  • Possesses relationship management abilities; excellent customer-facing skills.
  • Excellent presentation skills.
  • Ability to work under pressure and strong ability to “think on their feet”.
  • Self-starter, needing little direct supervision.
  • Outstanding oral, written, and technical/business communication skills.
  • Good understanding of statistical and analytical principles and processes.
  • Strong management and leadership skills.
  • Ability to interact successfully with all levels of customer and IT provider organization.
  • Ability to translate technical requirements and specifications into easily understood business concepts and vice versa.
  • Ability to provide continuous improvement ideas and opportunities within boundaries of customer’s limitations (resource, budgetary, legal etc.).
  • Knowledge of IT provider’s services and qualifying factors in order to understand how customer requirements will affect delivery.
  • Ability to travel 25%.
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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