What You'll Be DoingThe Managed Services (MS) Delivery Manager plays a pivotal role within FORTÉ by serving as the Managed Services operational leader responsible for customer support ownership, customer supported resource allocation and management, and overall customer service estate health. This position will also act as a liaison between the branch operations team, tiered support subject matter experts, and the central service desk. This role will support the Managed Services organization as a whole, but the core focus of the position will be around Tier 1 and Tier 2 support for specifically named accounts. This position will also support the field and branch teams for MS sales opportunities to achieve our business revenue, gross profit (GP) and profitability objectives annually.
What You Bring to Assure Success: - The Managed Services Delivery Manager must possess strong service development, service sales methodology experience, service management and honed skills in building working relationships with cross functional teams.
- Educational and experience background should consist of managed services operation, CRM utilization, IT service management, ITIL based service methodology, and preferred global services management
- Experience with communicating effectively with different customer levels up to, and including, C-level executives.
- The Managed Services Delivery Manager must have the ability to create and develop collateral and service presentations, business correspondence, and reporting procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public
