Service Delivery Manager

Zones. • Orlando, FL

2d

About The Position

The Service Delivery Manager develops and manages partnerships with global and enterprise clients and oversees their daily implementation to address customer challenges. The role plans, manages, and executes multiple Managed Services engagements and project initiatives that contribute to client-facing technology solutions and expand capabilities in the utility market. Working with sales leads, the solution sales team, and the internal Center of Excellence, the manager serves as the primary Zones customer-facing contact for assigned Managed Services customers. The manager identifies clients’ objectives, priorities, direction, and success factors and uses this information to establish and implement account strategies. The position translates customer requirements into formal agreements, documents solutions, and leads client reporting and engagement around documented requirements.

The role leads large, complex, enterprise-wide projects and Managed Services engagements through all lifecycle phases. It is accountable for client relationships, revenue, profit, growth, customer satisfaction, resource allocation, project performance, risk and change management, and delivery of service levels. The manager also supports strategic analysis and project scoping, facilitates meetings, handles escalations, contributes to business development, and coaches colleagues. Travel to customer sites is required as needed.

The posting states a salary range up to $170,000 and describes a comprehensive benefits package. Zones is a global IT solutions provider operating in more than 120 countries and identifies as a Minority Business Enterprise and Equal Employment Opportunity Employer.

Requirements

• Bachelor’s degree and at least 10 years of 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, profitability, and client expectations and goals.
• Ability to manage multiple priorities while remaining aligned with project objectives.
• Leadership skills to influence client expectations and goals across the client 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 effective personnel/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/business management, portfolio/project management, and team management; the role is usually the primary focal point for 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 organizational levels, including C-level, 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 reports for upper management on project performance and financial status.
• Plan and facilitate internal and client-facing 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.
• Serve as the liaison between Zones and customers for business, technical, and other project team meetings.
• Act as an escalation point for issues beyond project-team authority and resolve scheduling, resource, or technical conflicts.
• Assess client satisfaction with products and services.
• Participate in customer meetings as sales support to develop new opportunities and grow existing business.
• Manage all project phases using PMI project-management concepts, including integration, scope, time, cost, quality, resources, communications, risk, and procurement.
• Set and manage project expectations with team members and stakeholders.
• Develop and implement systems and processes to meet client SLAs.
• Train, mentor, and coach subordinates and peers in delivering services and projects using industry methodologies and accepted best practices.
• Manage IT service levels and customer operational requests.
• Travel to customer sites as required.
• Proactively identify client business objectives, priorities, direction, and critical success factors and use them to establish and implement account strategies.
• Translate customer requirements into formal agreements, document specific solutions, and lead client reporting and interaction concerning documented requirements.

Benefits

• Medical, dental, and vision coverage.
• Life insurance and 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.
• Additional benefits are mentioned but not specified.

What This Job Offers

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