Service Delivery Manager

Primary Regional Responsibilities:

• Acts as a regional client advocate and a point of escalations for client service delivery needs.
• 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.
• Leads the process to actively identify, capture, and communicate operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries.
• Directs 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. Leads by example, demonstrating a high level of knowledge and proficiency.
• Builds relationships across the client's regional organization to confirm the right level of participation across IT and the business to drive success and achieve the client's outcomes.
• Sets the example for the team by being highly engaged and maintaining and continually seeking opportunities to improve 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.
• Architects, executes, and monitors service improvement plans (SIP) across all Ensono operational delivery.
• Collaborates with the Client Partner (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 subject matter expert, providing 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.

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• 10+ years of IT Service Management experience in a client-facing role
• 5+ years of leadership experience
• 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 (Information Technology Infrastructure Library) principles

• Demonstrated understanding of any of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking
• Willing to travel as required (e.g., client service reviews at client site)
• Experience leading cross departmental projects and activities

• Exceptional customer-facing skills
• Acts as role model, supporting the growth and success of the team
• Highly motivated, strong desire to learn quickly, ability to effectively multi-task and work independently, and the readiness to demonstrate a proactive attitude
• Strong ability to manage through influence
• Strong organizational skills
• Solid resource planning and problem-solving skills
• Experience in management consulting is a plus
• Able to effectively manage competing priorities from a variety of stakeholders
• Excellent verbal and written communication skills, including communicating with senior level executives and key stakeholders