JR. Service Delivery Manager

200 hour assignment. 100% remote

• Prior MSP experience

• Knowing proper relationships between delivery partnerships and client

• DSS/EUC Management Experience

• Must have background and understanding of EUC team and managing such

• Strong familiarity with ITSM

This job is 100% remote currently but will require some travel eventually. No eta on that though. The corporate HQ is in South Florida but target markets are Dallas TX or Atlanta GA.

IT Delivery Manager (Client Services Manager)
Compensation: up to 100k.

The position of Client Services Manager oversees all aspects of service engagements, operational performance, service level attainment, resource management and aids in the preparation of financial and contractual aspects of agreements. The position manages deadlines, assigns responsibilities, tracks and corrects progress of deliverables, and prepares reports for internal and external stakeholders regarding status of engagements.

The candidate works on assignments of a diverse scope where analysis and decision of inputs and outputs requires critical evaluation of identifiable factors. The candidate exercises judgment with only general direction within the defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a SPOC between executives, customers, departments, and support teams to manage problem resolution.

ESSENTIAL DUTIES

• Direct and manage engagement development by defining project scope, goals, and deliverables that support business goals in collaboration with client requirements

• Define and implement best practices and tools for engagement execution and management based on engagement scope and deliverables

• Enforce engagement deadlines and schedules while managing direct and shared resources to meet engagement requirements

• Identify engagement strengths and weaknesses to reinforce deliverable objectives and suggest areas of additional opportunity

• Manage interface and customer experience between stakeholders, engineers, local and remote support teams

• Create processes and manage operations that combine dedicated and shared vendor abilities with customer expectations in order to design creative and efficient solutions to meet customer demands and requirements

• Serve as single point of contact for all engagement escalations while driving issue resolution and reporting status to all applicable stakeholders

• Consult clients regarding scope, technical, and operational abilities and limitations specific to engagement environment

• Coach, mentor, motivate, and manage engagement team members, and influence them to take positive action and accountability for their assigned tasks

• Service Delivery duties per customer requirement as assigned

Minimum Education and Qualification Requirements:
Minimum Work Experience Requirements # of months or years: 7 Years + Bachelor's Degree of Equivalent
Minimum Certifications: ITIL-F, PMP (preferred)
Other Qualifications and Skills: Experience in a complex service delivery environment supporting end-users' IT infrastructure needs, along with project management and/or coordination responsibilities. Customer focused with the ability to develop and grow strong client relationships to build high levels of client satisfaction and loyalty. Collaborative team player to establish effective working relationships both internally and externally working cross-functionally with Engineering, Operations, Sales and Product teams. Exceptional verbal and written English communication skills. The ability to present and articulate product features and product value proposition to clients to achieve retention goals. Demonstrated skill in managing multiple projects to meet client goals. Has a strong sense of pace and urgency; ensures work is completed in the expected timelines.

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Digital Intelligence Systems, LLC (DISYS) is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.