Senior Service Delivery Manager- Raleigh NC
Senior Service Delivery Manager- Raleigh NC
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$ 125000 - 165000
1 Vacancy
Job Description
Preferred Location: Raleigh NC
Primary Responsibilities:
- Acts as a client advocate and a point of escalations for client service delivery needs.
- Indepth knowledge of the following technologies: Mainframe Open Systems Virtualization Databases Middleware or Networking All Mainframe
- Coordinates internally across Ensono with crossfunctional 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.
- Actively identifies captures and communicates operational risks insights opportunities and efficiencies. Develops and executes improvement plans from discoveries.
- Partners with assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the clients business outcomes. This may include analyzing the health/wellness of the clients environment data on incidents/SLAs.
- Educates the operational team in understanding how clients utilize Ensono services in support of their business.
- Provides technical support or training on Ensono products (i.e. client portal) by coordinating with internal SMEs and support organizations.
- Builds relationships across the clients organization to confirm the right level of participation across IT and the business to drive success and achieve the clients outcomes.
- Maintains and improves CSAT through optimizing service quality and endtoend client experience.
- Uses operational health and KPIs to identify and communicate risks and insights to the client and Ensono senior leadership.
- Provides executive level communication for critical business impacting events account updates and service improvement plans.
- Delivers executes and monitors service improvement plans (SIP) across all Ensono operational delivery.
- Collaborates with the Client Engagement Executive (Sales) to build a strong account plan and coordinates to effectively manage client relationships strategic outcomes opportunities and manages the clients overall contractual relationship.
- Manages critical client issues/incidents via 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.
- Acts as a product advocate and provides guidance and recommendations to clients strengthening the relationship as well as exceeding expectations.
- Establishes and leads operational meetings focused on ITSM governance and SLA adherence.
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
- 5 years of IT Service Management experience in a clientfacing role
- In depth knowledge ofthe following technologies: Mainframe Open Systems Virtualization Databases Middleware or Networking All Mainframe
- Client relationship management experience
- Operational ability in diverse largescale multiplatform outsourced environments
- Indepth knowledge of escalation procedures incident management and other disciplines related to service delivery
- Proficient understanding ofITIL(Information Technology Infrastructure Library) principles
- Willing to travel as required (e.g. client service reviews at client site)
Why Ensono
Ensono is a place to make better happen for our clients and for your career. You can do great things through innovation or collaboration by learning or volunteering or to promote diversity and inclusion. You can do great things for your own health or for a healthier planet. Whatever it means to you to do great things we want Ensono to be the place you can do it.
We are a clientfacing business but we do encourage clients to allow us to work remotely most of the time so if you are not required to be on a client site you can choose to work from home or in our Ensono offices.
Some of our benefits include:
- Unlimited Paid Days Off
- Three health plan options through Blue Cross Blue Shield
- 401k with company match
- Eligibility for dental vision short and longterm disability life and AD&D coverage and flexible spending accounts
- Paid Maternity Leave Paternity Leave and Sabbatical Leave
- Education Reimbursement Student Loan Assistance or 529 College Funding
- Enhanced fertility coverage
- Wellness program
- Depending on location ability to take advantage of fitness centers
- Flexible work schedule
As of the date of this posting a good faith estimate of the current pay scale for this role is $ 125000 to 165000 annually based on a fulltime schedule. Please note that placement in the range may vary based on numerous factors including but not limited to skills experience internal equity and business needs. In addition to base salary other compensation programs depending on eligibility include an annual bonus plan based on company and individual performance and an equity grant under our Associate Equity Appreciation Program.
Ensono is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment to our Associates and building a diverse and inclusive workforce. All qualified applicants will be considered without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability or other legally protected basis in accordance with applicable law.
Pay transparency nondiscrimination statement/posting OFCCPs pay transparency policy can be found on OFCCPs website.
If you need accommodation at any point during the application or interview process please let your recruiter know or email .
Required Experience:
Manager
Employment Type
Full-Time
