Service Delivery Manager

ePlus Technology•Rochester, NY

49d•$40,000 - $80,000

About The Position

Are you passionate about delivering exceptional customer experiences and driving operational excellence? Join our team as a Service Delivery Manager, where you'll play a pivotal role in ensuring the success of our Managed Services customers. YOUR IMPACT The essential functions of this position include: Own the Customer Relationship: Manage a portfolio of strategic customers, serving as their trusted advisor and primary point of contact. Drive Service Excellence: Oversee end-to-end service delivery, ensuring performance meets or exceeds customer expectations. Lead with Impact: Collaborate with cross-functional teams to resolve complex issues, implement best practices, and continuously improve service quality. Shape the Future: Identify opportunities for innovation and growth within your accounts, helping customers maximize the value of our solutions. Champion Continuous Improvement: Drive initiatives that enhance resilience, customer satisfaction, revenue collection, and cost efficiency. Execute Strategic Programs: Lead formal work programs aligned with business and customer objectives. Optimize Productivity: Leverage information systems and review structures to achieve measurable efficiency gains. Build Strong Relationships: Foster collaboration across internal teams and cultivate trusted partnerships with customers. Own the Customer Experience: Serve as the primary point of contact for managed services delivery, ensuring seamless onboarding and ongoing success. Drive Business Reviews: Lead monthly, quarterly, and semi-annual Service Business Reviews (SBRs) to maintain alignment and transparency. Resolve Complex Challenges: Provide expert problem management, including root cause analysis and corrective action planning. Enable Growth: Identify and maximize account growth and up-sell opportunities within your portfolio. Ensure Smooth Transitions: Facilitate internal handoffs for non-managed services and support account reconciliation processes. Engage Customers Regularly: Host go-live meetings, deliver start-of-service letters, and maintain consistent communication through regularly scheduled cadence. Additional Responsibilities: Perform other duties as assigned to support business success

Requirements

3+ years of experience in a client-facing role with a strong focus on service delivery
Previous experience in an IT Managed Services environment
Strong proficiency with Microsoft Suite (Word, Excel, PowerPoint, SharePoint, Outlook)
Experience with Service Now or other ticketing platforms
Deep operational knowledge of service delivery management
Systems and IT literacy, including Networking, Business Communications, Security, Wireless, SAN, and Server Management
Exceptional communication and relationship-building skills
Strong customer focus with a track record of delivering outstanding service
Ability to work independently and thrive in a fast-paced, collaborative environment
Passion for continuous improvement and customer success
Strong focus on both customer and employee development
Ability to maintain composure and professionalism when handling customer escalations and satisfaction issues, ensuring timely resolution and positive outcomes.

Nice To Haves

ITIL v3 Foundations of Service Management preferred
CCNA certification is a plus, but not required

Responsibilities

Own the Customer Relationship: Manage a portfolio of strategic customers, serving as their trusted advisor and primary point of contact.
Drive Service Excellence: Oversee end-to-end service delivery, ensuring performance meets or exceeds customer expectations.
Lead with Impact: Collaborate with cross-functional teams to resolve complex issues, implement best practices, and continuously improve service quality.
Shape the Future: Identify opportunities for innovation and growth within your accounts, helping customers maximize the value of our solutions.
Champion Continuous Improvement: Drive initiatives that enhance resilience, customer satisfaction, revenue collection, and cost efficiency.
Execute Strategic Programs: Lead formal work programs aligned with business and customer objectives.
Optimize Productivity: Leverage information systems and review structures to achieve measurable efficiency gains.
Build Strong Relationships: Foster collaboration across internal teams and cultivate trusted partnerships with customers.
Own the Customer Experience: Serve as the primary point of contact for managed services delivery, ensuring seamless onboarding and ongoing success.
Drive Business Reviews: Lead monthly, quarterly, and semi-annual Service Business Reviews (SBRs) to maintain alignment and transparency.
Resolve Complex Challenges: Provide expert problem management, including root cause analysis and corrective action planning.
Enable Growth: Identify and maximize account growth and up-sell opportunities within your portfolio.
Ensure Smooth Transitions: Facilitate internal handoffs for non-managed services and support account reconciliation processes.
Engage Customers Regularly: Host go-live meetings, deliver start-of-service letters, and maintain consistent communication through regularly scheduled cadence.
Additional Responsibilities: Perform other duties as assigned to support business success

Benefits

ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program, and various paid time off benefits such as vacation, sick time, and personal leave), dependent on the position offered.
Details of participation in these benefit plans will be provided if an offer of employment is extended.
ePlus Benefits highlights can be viewed here.

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