Client Services Principal

Salary depends on experience
Posted on 11/17/17
11 - 15 years experience
IT Consulting/Services
Salary depends on experience
Posted on 11/17/17

Opportunity:

  • The Client Services Principal is a lead customer management position working on SgAS’s large, complex accounts. You will provide governance for design, implementation and lifecycle management of SgAS solutions, working with support team comprised of subject matter experts from multiple platforms, operating systems, storage and networktechnologies.  
  • As the Client Services Principal, you will be responsible for relationship development and management across key internal and customer stakeholders and executives to help translate their business needs into action.

Responsibilities:

  • Document and understand the customer’s current, future / desired state, business goals and challenges, capabilities and IT investments
  • Based on this understanding provide technical and strategic direction from initial solution design to steady-state, based on industry and SgAS best practices
  • Serve as the single point of ownership for technology solutions and coordinate resources globally to optimize customer and SgAS value
  • Implement and manage effective governance practices and procedures across contracted scope of responsibilities
  • Develop highly productive customer relationships and become a Trusted Advisor by providing thought leadership to help shape and grow our value to the customer
  • Work with team to direct lifecycle management (LCM) activities to maintain up to date technical documentation, including production & recovery configurations, application dependency maps, run books, patching schedules, overall solution architecture document, recovery strategies / plans and contract changes
  • Manage service / relationship risk areas and takes steps to mitigate
  • Contribute to securing renewals for expiringcontracts by documenting and articulating our value to the customer
  • Exceed SLA targets by driving service management disciplines around incident, change, and problem management
  • Develop content and effectively lead Quarterly Business Reviews (QBRs) and other strategic client meetings requested by the customer

Experience & Skills:

  • 12+ years of professional IT experience with at least 5 years of demonstrated experience related to Service Delivery Management for Managed Services or Recovery Services for large and complex environments
  • Expert level knowledge of multiple operating systems and understanding of complex customer environments for one or more platforms listed below:
    • Windows Server
    • Virtualization; including VMWare & Hyper-V
    • Networking; including routing, security, and firewalls
    • Storage & backup services/administration
    • Database; Understanding of data models and data flows in complex multitier database and application environments
    • Unix/Linux
  • Strong problem solving and analytical skills
  • Excellent interpersonal, verbal, written and presentation skills
  • Not afraid to recommend solutions and services to customer (increase MRR)
  • Familiarity with automated discovery and CMDB
  • Ability to effectively and calmly lead internal and customer technical staff through crisis events and escalations
  • Working understanding of ITIL and Service Management
  • Hands-on experience with ServiceNow a plus
  • College degree or equivalent industry experience.
  • Process Certifications like ITIL, Six Sigma is preferred, Good to have technology certifications, such as MCSE, CCIE, RHCE, VCP, CCDP

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