Services Delivery Manager

Insight Enterprises, Inc.•Cupertino, CA

7d•$0 - $150,000•Onsite

About The Position

The Service Delivery Manager uses discretion in identifying and responding to complex issues related to own assignments. This role determines when issues should be escalated to a higher level. They plan and monitor their own work (and that of others where applicable) competently within limited deadlines. The Service Delivery Manager Interacts with and influences colleagues. The role may oversee others or make decisions which impact routine work assigned to individuals or stages of projects. In addition the role has working level contact with customers, suppliers, and partners. They also understand and collaborate on the analysis of user/customer needs and represents this in their work. The Service Delivery Manager performs a range of work, sometimes complex and non-routine, in a variety of environments. The role will apply a methodical approach to routine and moderately complex issue definition and resolution.

Requirements

Experience of working in matrix style managed services and a track record of driving client satisfaction and retention both directly and indirectly.
Fully conversant in Microsoft Office and Holds relevant professional accreditation and or certification. (ITIL).
Client facing experience; ability to win client confidence, enthusiasm and deliver client demonstrations with professional authority and ease.
Experience in complex technical or professional activities, in a variety of contexts. Investigates, defines, and resolves complex issues.

Responsibilities

Accountable for client delivery, client intimacy and value realisation.
Accountable for managing, preparation and delivery of service reviews and other stakeholder cadence calls.
Accountable for client Continual improvement and delivery through responsible resources.
Accountable for the management of client risks, through avoidance or mitigation utilising responsible resources.
Manage account financial performance. Provides leadership and direction addressing risks and improvements.
Accountable for Client obligations. Providing the direction and leadership to deliver these.
Manage client escalation management, as an entry point, and as a senior escalation point.
Accountable for the client delivery of all standard ITIL practices, consulted for direction and leadership.
Consult on contractual changes and act as one of the entry points into contractual change requests.
Responsible for maintaining and developing the relationship with service-related stakeholders.
Matrix manages internal stakeholders to delivery client value.
Teach, train, coach and or mentor teammates to promote teammate satisfaction and enable career progression.