Service Delivery Manager
Service Delivery Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Overview
A Service Delivery Manager will apply project management knowledge and skills to support Esris Enterprise Services programs. These programs include Managed Cloud Services (MCS) Integrated Support (ISPT) and Healthy Enterprise Systems (HES).
As a Service Delivery Manager you will be responsible for gaining a deep understanding of the Enterprise Services programs and working with a cross-functional team to support the entire project lifecycle. This includes early qualifications proposal development onboarding and ongoing project support. You will manage scope schedule and resources to provide customers across all industries with standardized and consistent delivery of the programs.
The Professional Services division is the consulting and implementation arm of Esri. We break ground in new markets push the technology envelope and ultimately deliver transformational solutions to high profile clients worldwide. The Professional Services organization is comprised of nearly 1000 talented business and technical professionals who strive every day to help our users be successful.
Esri has a Relocation Assistance Program and can provide support with relocating to the Redlands CA area for this position.
Responsibilities
- Manage service delivery for multiple programs including Managed Cloud Services (MCS) integrated support and healthy enterprise systems across diverse customer base spanning all industries including federal and secure spaces
- Support early qualification proposal workflow by working closely with practice leads and account managers for program identification customer conversations and proposal development
- Lead customer onboarding processes for MCS and other service delivery programs including scheduling resourcing kick-off calls and setting customer expectations
- Own and manage ongoing support processes following established cloud procedures and change management protocols for onboarded customers
- De-escalate customer issues and translate complex technical information into clear understandable communication
- Provide overarching program support including handling variability of projects from state-level implementations to enterprise-scale deployments
- Lead standardization efforts for service delivery processes and cross-team collaboration to improve customer support consistency
- Support customers across Tier 1 and Tier 2 classifications adapting approach based on customer size and complexity
- Collaborate with distributed teams across multiple time zones to ensure seamless service delivery
- Act as a resource for colleagues and provide guidance on service delivery best practices
- Participate in business development support by contributing to proposals and supporting strategic customer engagement
Requirements
- 5 years of professional experience in project management preferably with a background in technical support or group leadership
- Proven experience managing complex service delivery programs and customer onboarding processes
- Experience with ArcGIS cloud computing or enterprise GIS implementations
- Strong change management skills with ability to adapt processes and manage customer expectations during transitions
- Professional experience leading and managing distributed teams across multiple programs and customer engagements
- Demonstrated ability to de-escalate customer issues and translate technical concepts into business-friendly language
- Strong proficiency in developing project schedules resource allocation and service delivery workflows
- Experience with cloud-based services and enterprise system support
- Ability to engage collaborate and facilitate with customers internal teams and stakeholders across various industries
- US citizenship
- Bachelors in Business Geographic Information Systems (GIS) Geography Computer Science Information Systems or related STEM field
Recommended Qualifications
- Masters in Business Geographic Information Systems (GIS) Geography Computer Science Information Systems or related STEM field
- Previous experience in managed services or technical support organizations
- Background supporting federal state or local government customers
- Experience with service delivery frameworks and process standardization
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Required Experience:
Manager
Employment Type
Full Time
