Service Delivery Manager

Zones LLC. • Orlando, FL

7d • $150,000 - $170,000

About The Position

The Service Delivery Manager develops and manages partnerships with global and enterprise clients and oversees the daily implementation of those partnerships to address customer challenges. The role plans, manages, and executes multiple Managed Services engagements and project initiatives that create client-facing technology solutions, deliver a world-class customer experience, and broaden capabilities in the utility market.

The position works closely with sales leads, the solution sales team, and the internal Center of Excellence, and serves as the primary Zones customer-facing contact for assigned Managed Services customers. The manager proactively identifies clients’ business objectives, priorities, direction, and critical success factors, then uses that knowledge to establish and implement account strategies. The role translates customer requirements into formal agreements, documents specific solutions, and leads client reporting and interactions about documented requirements.

The role leads complex enterprise projects and engagements across their lifecycle, manages client relationships and service levels, and is accountable for revenue, profitability, growth, and customer satisfaction objectives. It also supports strategic analysis and sales opportunities, coordinates teams and resources, manages project risks and changes, and travels to customer sites as required.

Requirements

• Bachelor’s degree and a minimum of 10 years’ experience in service delivery, project management, or business consulting, or equivalent education, training, or experience.
• Exceptional communication skills and experience working with executives and C-level stakeholders.
• Demonstrated knowledge of PMBOK, including risk management, change-order management, performance measurement, financial and qualitative analysis, and project and people management.
• Extensive experience managing large, long-term Managed Services engagements, managing profitability, and meeting client expectations and goals.
• Ability to manage multiple priorities while staying aligned to project objectives.
• Leadership skills and ability to influence client expectations and goals across enterprise and multiple project environments.
• Experience with business transformation and change management.
• Experience managing service-level agreements with penalties.
• Experience collaborating successfully in a pre-sales environment with technical resources.
• Ability to translate technical requirements into a detailed quote or Statement of Work.
• Ability to prioritize and execute tasks effectively in a high-pressure environment.
• Ability to implement personnel and project risk-management and safety strategies.
• Ability to work and adapt to change in a fast-paced environment.
• Proficiency in Microsoft Word, Excel, PowerPoint, Outlook, and Project.
• Skills in client relationship management, consultative selling, financial and business management, portfolio and project management, and team management; typically serves as the primary focal point for all activities on a large, complex contract.
• PMP certification.

Nice To Haves

• MBA preferred.
• ITIL V3 or V4 certification preferred.
• Knowledge of and experience in datacenter, network, servers, storage, backup, and related areas preferred.
• Experience coordinating subcontracted vendors and offshore teams.

Responsibilities

• Lead large, complex, enterprise-wide projects and managed services engagements through all project lifecycle phases.
• Build and maintain strong client relationships at all levels, including C-level, to serve as a trusted business partner.
• Meet revenue, profit, and growth objectives and improve customer satisfaction targets.
• Establish and maintain relationships and communications at all levels of the organization.
• Optimize resource allocation, scheduling, and utilization.
• Support senior executives across business lines with strategic analysis, project scoping, and approach definition.
• Prepare upper-management reports on project performance and financial status.
• Plan and facilitate internal and client-facing team meetings and working sessions, and communicate their outcomes.
• Identify risks and develop and facilitate risk-mitigation actions.
• Develop and facilitate change-management plans and actions.
• Liaise between Zones and customers in business, technical, and other project-team meetings.
• Serve as an escalation point for issues beyond project-team authority and resolve conflicts involving scheduling, resources, or technical issues.
• Assess client satisfaction with products and services.
• Participate in customer meetings as sales support to develop new and grow existing business opportunities.
• Manage all project phases using PMI project-management concepts, including integration, scope, time, cost, quality, resources, communications, risk, and procurement; continually manage expectations with team members and stakeholders.
• Develop and implement systems and processes to support client SLAs.
• Train, mentor, and coach subordinates and peers to deliver services and projects using industry methodologies and accepted best practices.
• Manage IT service levels and operational requests from the customer.
• Travel to customer sites as required.

Benefits

• Medical, dental, and vision coverage
• Life insurance
• Disability insurance
• Voluntary accident, hospitalization, and critical illness insurance options
• 401(k) plan with matching provision
• Paid time off and personal sick leave in compliance with individual state requirements

What This Job Offers

• Job Type: Full-time
• Career Level: Senior