JOB SUMMARY: The Service Delivery Manager position is responsible for delivering our IT managed services to a portfolio of client accounts with the support of a cross-functional team. This role involves helping designDATA safeguard our revenue, retain our clients, grow our accounts, and spearhead projects to modernize client infrastructure. 

ESSENTIAL FUNCTIONS:

Account Management

• Manage 8 to 12 client accounts with the support of a dedicated cross functional team. 
• Drive contract renewal and project sales activities within assigned accounts to meet service renewal and expansion targets, to include cultivating leads and generating and presenting proposals. 
• Motivate clients to adopt designDATA infrastructure and IT offerings. 
• Analyze clients’ environments and needs regularly to identify new sales opportunities. 
• Meet with clients regularly to ensure satisfaction with our services. 
• Establish and maintain key relationships with our clients. 
• Obtain, evaluate, and select quotes from vendors and partners to meet client needs. 
• Ensure both the company and clients adhere to contract terms. 
• Plan and organize daily activities related to operations and customer service. 
• Coordinate and manage client equipment acquisition and scheduled maintenance. 
• Act as the client's authorized representative as needed for other technology vendors.

Customer Service 

• Communicate and escalate issues as needed with the senior leadership team. 
• Act as the point of contact for client concerns and escalate issues appropriately. 
• Identify and promote opportunities to improve our processes and service delivery. 
• Schedule client maintenance periods and downtime with the client and designDATA. 
• Act as Incident Manager for issues affecting clients during regular business hours. 
• Participate in the On-Call Operations Manager rotation for after-hours incidents. 
• Client Documentation to enhance optimal service efficiency. 
• Client Health Management.
• Client Retention and Contract Renewals to maintain MRR. 
• CBR process adherence and Improvements.
• Client Meeting adherence and Improvements.

Project Management 

• Meet with internal subject matter experts and resource managers to plan and staff projects. 
• Keep clients informed, manage their expectations, and drive delivery of their dependencies. 
• Keep our leadership team informed of project status, including new risks and needs. 
• Manage project pipeline and assigned quota. 

KNOWLEDGE, SKILLS & ABILITIES:

• Bachelor’s degree preferably in information technology management or related field. 
• 3+ years of progressive IT experience. 
• IT management and/or supervisory experience desired but not required. 
• Proven track record managing a diverse technology group in a fast-paced and customer- focused team environment. 
• Outstanding ability to work both independently and within a team environment. 
• Outstanding communications and customer relations skills. 
• Excellent documentation management skills. 
• Strong and diverse technical skills with a willingness to be hands on as needed. 
• Proven ability to communicate with both end users and executives. 
• Willingness to go “above and beyond” to exceed customer expectations. 
• Effective client-facing interpersonal skills; comfortable and effective at acting as a liaison between multiple technology groups. 
• Tailors’ communication appropriately within the team, the company, and clients. 
• Exceptional analytical and problem-solving skills. 
• Works well under stress, pressure, and deadlines. 
• Thrives on working well with clients and provides exceptional service. 
• Well-organized, self-directed team player. 
• High level of proficiency with Microsoft software, and a desire to learn about cloud and computer networks. 
• Certifications (desired but not required): Microsoft, PMP, ISC2, and CompTIA, ITIL certifications. 

WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities.  Travel will be required to participate in events or meet with clients and are typically day trips in nature.