Service Delivery Manager

Job DescriptionJob Description

Position Title: Delivery Manager

Reports to: Manager, Service Delivery

Department:   Engineering Support Services (ESS) – Service Delivery

Employment Type: Full Time

ivision is a technology integration and management firm that is transforming how technology does business. ivision engineers' success for its clients through objective recommendations, process, and technology expertise, as well as best-of-breed guidance. The firm provides infrastructure and application solutions, and it is organized into four complementary practices, including: Security, Public Cloud & Automation, Digital Workspace, and Enterprise Infrastructure Services – all supported by the Service Delivery practice.

Summary:

The Delivery Manager is a key contributor to the Service Delivery practice and is responsible for overseeing the successful delivery of ivision’s core practice areas to managed services clients. This includes building partnerships with your clients and working closely with the delivery teams, engineering teams, sales, and vendors in executing monthly operational tasks to ensure the health of the client’s contract. This position will own and ensure their client deliverables are being managed effectively through client management, best-practice delivery, leadership, and hands-on project management to ensure an overall high-level of customer satisfaction and profitability.

 Primary Responsibilities:

• Manages day-to-day operational aspects of managedservices clients' environmentsto ensure client satisfaction and profitability.
• Build knowledge of client’s business, organization, andobjectivesand strategize with the client on opportunities to grow and strengthen our relationship.
• Owner of client support, case and change management, meetings, and documentation.
• Create,maintain, and update process and procedure documents.
• Manage and drive resolution for P1 – Critical cases.
• Assist Lead and other Senior Delivery Managers with requested tasks.

Additional Responsibilities:

• Resolves and/orescalatescases and problems ina timelyfashion.
• Identifiesresources needed and assigns individual responsibilities.
• Reviewsdeliverables prepared by team beforepassingto client.
• Effectively applies ourmethodologyand enforces operational readiness standards.
• Prepares for engagement reviews and quality assurance procedures.
• Minimizes our exposure and risk by ensuring the health of the client environment and deliverables are met.
• Effectively communicates relevantinformation to superiors, both internally and client-facing.
• Understands how to communicate difficult/sensitive information tactfully.
• Ensuresclient documentation is complete, current, and meets our standards of excellence.
• Manages the process of innovative change effectively.
• Builds a knowledge base of each client's business, organization, andobjectives. 
• Work with business development tovalidateservice SOWs and/or support contracts.
• Maintains awareness of new and emerging technologies andthe potential applicationin client’s IT environments.
• Other duties as assigned.

 Requirements:

• 1-3Years of Project Management experience
• Experience with technical project management delivery inoneor more of the following technology platforms: 
  • Microsoft Enterprise Infrastructure Solutions 
    • Active Directory & Exchange 
    • SharePoint 
• Microsoft Enterprise Desktop Platforms 
  • Systems Center 
  • Windows Desktop 
  • App-V 
• Data Center Virtualization Platforms 
  • VMware, Hyper-V 
• Data Center Storage & Management Platforms 
  • Data Storage Technologies (i.e. NetApp, EMC, etc…) 
  • Data Backup & Recovery (i.e.CommVault, etc...) 
• Enterprise Data networking 
  • Unified Computing (i.e.Cisco US) 
  • Data Network (i.e.Cisco LAN, WAN, Wireless, Security, etc...) 
  • Voice Over IP and Desktop Video (i.e.Cisco Unified Communications, Microsoft Lync) 
• Enterprise Voice Services 
  • Voice Over IP and Desktop Video (i.e.Cisco Unified Communications, Microsoft Lync)
• Excels in software such as Outlook, OneNote, Power Point, Excel, & Word.
• Budget tracking and complex cost benefit analysis for budgets ranging in10K – 50K
• Excellent communication skills – written and verbal

Qualifications:

• ExperienceinServiceNow.
• System Development Life Cycle (SDLC) knowledge.
• PMP (Project Management Professional) or experience managing projects in a matrix environment.