Service Delivery Manager

Description

• Lead large, complex, enterprise-wide projects & managed services engagements through all project lifecycle phases. 
• Responsible for building and maintain 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 an 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. 
• Participates 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 accepted best practices.  
• Manage IT Service Levels and Operational Requests from the Customer. 
• Travel to customer sites as required.  

• 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. ITIL V3 or 4 certifications preferred 
• 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-sales 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.  
• PMP Certification. 
• Knowledge of and experience in all areas of Datacenter, Network, Servers, Storage, backup, etc preferred.
• Experience coordinating sub-contracted vendors and offshore teams.