Associate Service Delivery Manager

About Us (Ensono):

Ensono is an expert technology adviser and managed service provider. As a relentless ally we accelerate clients digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize todays systems across any hybrid environment with services such as consulting mainframe and application modernization public cloud migration and cloud-native development. With certified experts in AWS Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year Ensono has over 3500 associates globally and is headquartered in greater Chicago.

We care about your success offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications whether its public multi or hybrid cloud or mainframe. And because we span across all mission-critical platforms we can meet you wherever you are in your digital transformation journey with 24/7 support when you need it. We are your relentless ally flexing with you when challenges emerge so you dont feel stuck in place. With cross-platform certifications and decades of experience our technology experts have become an extension of your team so youre continuously innovating doing more with less while remaining secure. And thats just the beginning

Primary Responsibilities:

• Acts as a client advocate and a point of escalations for client service delivery needs.
• Coordinates internally acrossEnsonowith cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensonos operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met.
• Provides guidance onEnsonoproducts(i.e. client portal)by coordinating with internal SMEs and support organizations.
• Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
• Assists with preparation and delivery of operational health and KPIs for monthly/quarterly business level reviews (MBR/QBR) with the client and Ensono senior leadership.
• Collaborates with the Client Engagement Team (Sales) to build a strong account plan and coordinates to effectively manage client relationships strategic outcomes opportunities and manages the clients overall contractual relationship.
• Supports critical client issues/incidentsvia an ITSM based approach communicating the clients expectations and ensuring coordination across the Ensono team to deliver.
• Assesses account performance throughEnsonosClient Health Dashboard and works across Ensono teams to manage client challenges and deliver high quality service to each client.
• Demonstrates product knowledge supporting recommendations to clients strengthening the relationship as well as exceeding expectations.
• Supports operational meetings focused on ITSM governance and SLA adherence.
• Tracks and reports moves additions and changes to client assets.
• Prepares and delivers operational health and KPIs for monthly/quarterly business level reviews (MBR/QBR) with the client and Ensono senior leadership.

We want all new Associates to succeed in their roles at Ensono. Thats why weve outlined the job requirements below. To be considered for this role its important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications we still encourage you to apply.

Required Qualifications:

• 2 years of IT Service Management experience in a client-facing role
• Operational ability in diverse large-scale multi-platform outsourced environments
• Knowledge of escalation procedures incident management and other disciplines related to service delivery
• Proficient understanding ofITIL (Information Technology Infrastructure Library) principles
• Demonstrated understanding of any of the following technologies: Mainframe Open Systems Virtualization Databases Cloud Computing Middleware or Networking
• Willing to travel as required (e.g. client service reviews at client site)

Shift Timings: 5:30 PM to 2:30 AM IST

We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to caste colour creed religion gender gender identity sexual orientation age disability HIV status or any other status protected by law. Candidates with disabilities who require accommodations during the recruitment process are encouraged to contact our Talent Acquisition team to place a request.