Position Description

Service Delivery Manager
Employment Type Full Time
Logicalis Office West Chester OH
Alternate Logicalis Office(s) Bloomfield Hills MI, West Chester OH
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Summary

Acts as client advocate and point person for specified group of Managed Services clients by managing service level performance.  Establishes strong relationships with clients and serves as client advocate for process improvement.

Essential Duties and Responsibilities

  • Collaborates with Logicalis support team, Solution Architects, Account Executives and internal Managed Services staff, in support of client deliverables.
  • Reviews and audits Service Level Agreements (SLAs) performance and communicates any failures.
  • Leads and manages Service Delivery Review Program on behalf of client.
  • Participates in Change Review process for clients ensuring client satisfaction and contractual integrity is maintained.
  • Oversees execution and delivery of Event Analysis Reporting.
  • Enables service delivery by owning Service-Now documentation.
  • Manages client expectations.
  • Coordinates major client work efforts with appropriate Logicalis staff.
  • Leads effort for new client integrations and existing clients’ new service and/or device integration or de-integration.
  • Drives process improvements that increase client satisfaction.
  • Enables support team through client specific training.
  • Acts as communication focal point for service effecting incidents.
  • Ensures monthly billing is accurate and time and materials (T&M) efforts are properly tracked.
  • Provides account team with new opportunities within client accounts.
  • Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
  • Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
  • Supports and conducts self in a manner consistent with client service expectations.

Supervisory Responsibilities                            

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.

Education and/or Experience                                                

Education:

  • Bachelor’s Degree in a related field.

Experience:

  • 5 years experience in IT infrastructure management and/or vendor management; knowledge of IT provider’s services and qualifying factors in order to understand how client requirements will affect delivery.
  • Exposure or training in ITIL foundations.

May consider an equivalent combination of education and experience.

Computer Skills                                               

  • Proficient use of all Microsoft Office applications.

Certificates, Licenses, Registrations

  • Project Management Professional (PMP).

Other Skills and Abilities

  • Reasonable technical understanding and ability to translate technical requirements and specifications into easily understood business concepts and vice versa.
  • Ability to provide continuous improvement ideas and opportunities within the boundaries of the client’s limitations (resource, budgetary, legal etc.).
  • Strong organizational skills, attention to detail and flexibility.
  •  Ability to multi-task and reprioritize work efforts as necessary.
  • Possess relationship management abilities; strong client-facing skills.
  • Excellent presentation skills.
  • Ability to work under pressure and strong ability to “think on your feet”.
  • Self-starter, little direct supervision needed. 
  • Outstanding oral, written, and technical/business communication skills.
  • Good understanding of statistical and analytical principles and processes.
  • Ability to interact successfully with all levels of client and IT provider organization.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms.  The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

 

Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance.   We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.

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