Service Delivery Manager

Description

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

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 in the utility market.

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 translating customer requirements into formal agreements, establishing and documenting specific solutions, and leading client reporting and interaction of documented requirements.

The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job description. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

This role requires up to 10% travel.

• 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; resolve 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 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…