Associate Service Delivery Manager

Doyon Limited, Doyon Drilling, Inc•Gaithersburg, MD

16d

About The Position

JOB SUMMARY: The Associate 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.

Requirements

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
Bachelor’s degree in information technology management or related field, preferred
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
Attain CompTIA Project+ or other approved Project Management certification within 9 months of moving into this role

Responsibilities

Manage 8 to 10 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
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
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