Service Delivery Manager

Zones Careers•Albany, NY

3d•Hybrid

About The Position

Position at Zones LLC. Company Overview: When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook. Position Overview: The Service Delivery Manager’s role is to develop and manage partnerships with global and enterprise clients and manage the daily implementation of these partnerships to address customer challenges. You will be responsible for planning, managing, and executing multiple Managed Services Engagements as well as daily project initiatives that create and add to client-facing technology solutions to deliver world-class customer experience and broaden our capabilities. This position will work hand in hand with sales leads, our solution sales team, and our internal Center of Excellence as well as serve as the lead Zones customer facing contact for your specific Managed Services customers. You will proactively work with clients to identify their business objectives, priorities, direction, and critical success factors. You will apply this knowledge to establish and implement an effective Account Strategy. You will be responsible for working with Sales & Solutioning to translate customer requirements into formal agreements, establishing and documenting specific solutions, and lead client reporting and interaction of documented requirements.

Requirements

Bachelor’s Degree and a minimum of 10 years’ experience with Service Delivery, Project Management or business consulting, MBA preferred, or equivalent education, training or experience preferred.
Exceptional communication skills and experience working with executives and C-level stakeholders.
Demonstrated knowledge of PMBOK, including risk management, change order management, performance measurements, financial and qualitative analysis, and project/people management.
Extensive experience in managing large long-term Managed Services engagements, managing profitability, and successfully meeting the client's expectations and goals.
Ability to manage multiple priorities while staying aligned to the project objectives.
Leadership skills that would be applied across the client enterprise and across multiple project environments, to influence client's expectations and goals.
Experience with business transformation and change management.
Experience and success in managing service level agreements with penalties.
Experience successfully collaborating in a pre-sale’s environment with technical resources.
Demonstrated ability to translate technical requirements into a detailed quote or Statement of Work.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to implement effective personnel/project risk management and safety strategies.
Ability to work and adapt to change in a fast-paced environment.
Proficient in Microsoft Word, Excel, PowerPoint, Outlook and Project.
Must have skills in five key general management areas of client relationship management, consultative selling, financial / business management, portfolio / project management and team management and are usually the primary focal point for all activities on a large complex contract.
Experience coordinating sub-contracted vendors and offshore teams.

Nice To Haves

ITIL V3 or 4 certifications preferred
PMP Certification

Responsibilities

Lead large, complex, enterprise-wide projects & managed services engagements through all project lifecycle phases.
Responsible for building and maintaining strong client relationships at all levels, including C-level, with the objective of being a trusted business partner.
Accountable for meeting revenue, profit, and growth objectives and for improving overall customer satisfaction targets.
Establish and maintain relationships and communications at all levels of the organization.
Optimization of resource allocation, scheduling, and utilization.
Support senior executives across business lines in strategic analysis, project scoping and approach definition.
Prepare reports for upper management regarding project performance and financial status.
Plan and facilitate internal and client facing team meetings, working sessions and communicate output of such.
Identification of risks, and development/facilitation of risk mitigation actions.
Development and facilitation of change management plans/actions.
Be the liaison between Zones and our customers for business, technical, and other project team meetings.
Serve as escalation point for issues beyond project team authority; resolves conflicts involving scheduling, resources, or technical issues.
Communicate with clients to assess satisfaction levels with products and services.
Participate in customer meetings as sales support to develop new and grow existing business opportunities.
Responsible for overall project management, including all phases of PMI project management concepts: Project Integration, Scope, Time Cost, Quality, Resources, Communications, Risk and Procurement.
Set and continually manage project expectations with team members and other stakeholders.
Develop and implement systems and processes to support meeting client SLAs.
Train, mentor and coach subordinates and peers to deliver services and projects based on industry methodology and accept best practices.
Manage IT Service Levels and Operational Requests from the Customer.
Travel to customer sites as required.