Managed Services Delivery Manager

Forte • San Francisco, CA

3d

About The Position

The 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.

Requirements

• Strong service development skills
• Service sales methodology experience
• Service management skills
• Honed skills in building working relationships with cross functional teams
• Managed services operation experience
• CRM utilization experience
• IT service management experience
• ITIL based service methodology experience
• Experience communicating effectively with different customer levels up to, and including, C-level executives
• Ability to create and develop collateral and service presentations
• Ability to create and develop business correspondence
• Ability to create and develop reporting procedure manuals
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public

Nice To Haves

• Global services management experience

Responsibilities

• Customer support ownership
• Customer supported resource allocation and management
• Overall customer service estate health
• Act as a liaison between the branch operations team, tiered support subject matter experts, and the central service desk
• Support Tier 1 and Tier 2 support for specifically named accounts
• Support the field and branch teams for MS sales opportunities to achieve business revenue, gross profit (GP) and profitability objectives annually

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed