This job was posted by https://illinoisjoblink.illinois.gov : For more
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https://illinoisjoblink.illinois.gov/jobs/12587757 Job Description
Summary
The Service Delivery Manager is a key member of our team responsible for
overseeing the delivery of managed services to our clients. A successful
candidate will ensure that services are delivered in accordance with
established service level agreements (SLAs), act as a customer advocate,
and will work closely with internal teams to continuously improve
service quality along with customer satisfaction.
Essential Duties and Responsibilities
- Serves as the primary contact for assigned clients.
- Build and maintains strong relationships with clients, understanding
their business needs and objectives.
- Regularly communicates with clients to provide updates on service
delivery and address any concerns or issues.
- Monitors service performance against SLAs and take proactive
measures to address any deviations.
- Conducts regular business and service reviews with clients to assess
performance and identify areas of improvement.
- Ensures service delivery processes are followed consistently and
efficiently.
- Collaborates with internal teams, including technical support,
operations, and sales to ensure seamless service delivery.
- Identifies opportunities to streamline processes and improve
efficiency in service delivery.
- Implements best practices and methodologies to enhance service
quality and customer satisfaction.
- Stays informed about industry trends and emerging technologies that
may impact service delivery.
- Addresses issues of escalations related to service delivery
promptly.
- Participates in Change Review process for clients ensuring client
satisfaction and contractual integrity is maintained.
- 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.
- Enables support team through client specific training.
- 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.
- Applies ITIL service management principles to ensure service
quality, compliance and operational efficiency.
- Helps clients leverage our solutions to drive innovation within
their organization.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Qualifications
To perform this job successfully, an individual should 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
Equivalent combination accepted.
Education:
- Bachelor\'s Degree in a related field.
Experience / Technical Requirements
- 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.
- Proficient use of all Microsoft Office applications.
Certifications
- 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 tech
