Manager â Service Delivery Management
Manager â Service Delivery Management
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Job Description
Manager - Service Delivery Management (MANAGER - SDM)
At Ensono our Purpose is to be a relentless ally disrupting the status quo and unleashing our clients to Do Great Things! We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications Ensono empowers our clients to keep up with continuous change and embrace innovation.
We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose.
About the role and what youll be doing:
The MANAGER Service Delivery Management possesses a wealth of IT service knowledge adept in bringing efficiencies and improvements to disparate processes and systems. A successful MANAGER - SDM is a role model to their peers leads through influence breaks down silos and manages competing priorities. The MANAGER - SDM must be an impeccable communicator that can effectively adapt to their audiences and is a Relentless Ally for the client.
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.
- Leads the process to actively identify capture and communicate operational risks insights opportunities and efficiencies. Develops and executes improvement plans from discoveries.
- Directs 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 onEnsonoproducts(i.e. client portal)by coordinating with internal SMEs and support by example demonstrating a high level of knowledge and proficiency.
- 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.
- Sets the example for the team by maintaining and continually seeking opportunities to improve CSAT through optimizing service quality and end-to-end 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.
- Architects executes and monitors service improvement plans (SIP) across all Ensono operational delivery.
- Collaborates with the Client Partner (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/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.
- Acts as a product advocate and subject matter expert providing 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
- 8 years of IT Service Management experience in a client-facing role
- 5 years of leadership experience.
- 2 People management experience.
- Client relationship management experience
- Operational ability in diverse large-scale multi-platform outsourced environments
- In-depth 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)
Preferred Qualifications
- Exceptional customer-facing skills
- Acts as role model supporting the growth and success of the team
- Highly motivated strong desire to learn quickly ability to effectively multi-task and work independently and the readiness to demonstrate a proactive attitude
- Strong ability to manage through influence
- Strong organizational skills
- Solid resource planning andproblem-solvingskills
- Experience in management consulting is a plus
- Able to effectively manage competing priorities from a variety of stakeholders
- Excellent verbal and writtencommunication skills including communicating with senior level executives and key stakeholders
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 client-facing 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 client site you can choose to work from home or in our Ensono offices.
- Unlimited Paid Days Off
- Two health plan options through Blue Cross Blue Shield
- 401k with company match
- Eligibility for dental vision short and long-term disability life and AD&D coverage and flexible spending accounts
- Depending on location ability to take advantage of fitness centers
- Wellness program
- Flexible work schedule
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
