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Senior Service Delivery Manager- Raleigh, NCRemote - United StatesJR011669
Preferred Location: Raleigh, NC
Primary Responsibilities:
Acts as a client advocate and a point of escalations for client service delivery needs.
In-depth knowledge of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Middleware, or Networking – All Mainframe
Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensono’s’ operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met.
Actively identifies, captures, and communicates operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries.
Partners with assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the client’s business outcomes. This may include analyzing the health/wellness of the client’s environment, data on incidents/SLAs.
Educates the operational team in understanding how clients utilize Ensono services in support of their business.
Provides technical support or training on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations.
Builds relationships across the client’s organization to confirm the right level of participation across IT and the business to drive success and achieve the client’s outcomes.
Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
Uses operational health and KPIs to identify and communicate risks and insights to the client and Ensono senior leadership.
Provides executive level communication for critical business impacting events, account updates, and service improvement plans.
Delivers, executes, and monitors service improvement plans (SIP) across all Ensono operational delivery.
Collaborates with the Client Engagement Executive (Sales) to build a strong account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client’s overall contractual relationship.
Manages critical client issues/incidents via an ITSM based approach, communicating the client’s expectations, and ensuring coordination across the Ensono team to deliver.
Assesses account performance through Ensono’s Client Health Dashboard and works across Ensono teams to manage client challenges and deliver high quality service to each client.
Acts as a product advocate and provides guidance and recommendations to clients, strengthening the relationship as well as exceeding expectations.
Establishes and leads operational meetings focused on ITSM governance and SLA adherence.
We want all new Associates to succeed in their roles at Ensono. That’s why we’ve outlined the job requirements below. To be considered for this role, it’s important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.
Required Qualifications
5+ years of IT Service Management experience in a client-facing role
In- depth knowledge of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Middleware, or Networking- All Mainframe
Client relationship management experience
Operational ability in diverse, large-scale, multi-platform, outsourced environments
In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
Proficient understanding of ITIL (https://www.simplilearn.com/itil-implementation-best-approaches-article) (Information Technology Infrastructure Library) principles
Willing to travel as required (e.g., client service reviews at client site)
Why Ensono?
Ensono is a place to make better happen – for our clients and for your career. You can do great things through innovation or collaboration, by learning or volunteering, or to promote diversity and inclusion. You can do great things for your own health or for a healthier planet. Whatever it means to you to do great things we want Ensono to be the place you can do it.
We are a client-facing business, but we do encourage clients to allow us to work remotely most of the time so if you are not required to be on a client site, you can choose to work from home or in our Ensono offices.
Some of our benefits include:
Unlimited Paid Days Off
Three health plan options through Blue Cross Blue Shield
401k with company match
Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts
Paid Maternity Leave, Paternity Leave, and Sabbatical Leave
Education Reimbursement, Student Loan Assistance or 529 College Funding
Enhanced fertility coverage
Wellness program
Depending on location, ability to take advantage of fitness centers
Flexible work schedule
As of the date of this posting, a good faith estimate of the current pay scale for this role is $ 125,000 to 165,000 annually based on a full-time schedule. Please note that placement in the range may vary based on numerous factors including but not limited to skills, experience, internal equity, and business needs. In addition to base salary, other compensation programs, depending on eligibility, include an annual bonus plan based on company and individual performance and an equity grant under our Associate Equity Appreciation Program.
Ensono is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment to our Associates and building a diverse and inclusive workforce. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or other legally protected basis, in accordance with applicable law.
Pay transparency nondiscrimination statement/posting OFCCP’s pay transparency policy can be found onOFCCP’s website (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf) .
If you need accommodation at any point during the application or interview process, please let your recruiter know or email [email protected] .
JR011669