Senior Service Delivery Manager

Overview

The Senior Service Delivery Manager has general management and accountability to lead a service team comprised of service desk engineers, technical account managers, and Service Delivery Managers. This team is responsible for providing IT services to multiple clients throughout the Washington DC metropolitan area. The Senior Service Delivery manager is responsible for all facets of the client experience and ultimate client satisfaction. The Service Delivery Manager will work throughout the designDATA matrix organization to orchestrate and ensure that all client services are being delivered

per contract.

Responsibilities

ESSENTIAL FUNCTIONS:

Account Management

• Manage 6 to 8 client accounts with the support of a dedicated cross functional team.

• Drive contract renewal and project sales activities within assigned accounts to meet service renewal and expansion targets, to include cultivating leads and generating and presenting proposals.

• Motivate clients to adopt designDATA infrastructure and IT offerings.

• Analyze clients' environments and needs regularly to identify new sales opportunities.

• Meet with clients regularly to ensure satisfaction with our services.

• Establish and maintain key relationships with our clients.

• Obtain, evaluate, and select quotes from vendors and partners to meet client needs.

• Ensure both the company and clients adhere to contract terms.

• Plan and organize daily activities related to operations and customer service.

• Coordinate and manage client equipment acquisition and scheduled maintenance.

• Act as the client's authorized representative as needed for other technology vendors.

Team Management

• Support the professional development of staff through mentorship, goal setting, accountability, and review processes.

• Schedule team resources to meet client obligations in a timely and effective manner.

• Motivate individual and team growth and performance.

• Working within a matrix organization and HR ensures that workloads are balanced.

• Participate in relevant review meetings for team members (e.g., performance).

• Review and approve timecards and expenses.

Customer Service

• Communicate and escalate issues as needed with the senior leadership team.

• Act as the point of contact for client concerns and escalate issues appropriately.

• Identify and promote opportunities to improve our processes and service delivery.

• Schedule client maintenance periods and downtime with the client and designDATA.

• Act as Incident Manager for issues affecting clients during regular business hours.

• Participate in the On-Call Operations Manager rotation for after-hours incidents.

• Client Documentation to enhance optimal service efficiency.

• Client Health Management

• Client Retention and Contract Renewals to maintain MRR.

• CBR process adherence and Improvements

• Client Meeting adherence and Improvements

Project Management

• Meet with internal subject matter experts and resource managers to plan and staff projects.

• Keep clients informed, manage their expectations, and drive delivery of their dependencies.

• Keep our leadership team informed of project status, including new risks and needs.

• Manage project pipeline and assigned quota.

Qualifications

QUALIFICATIONS:

• Bachelor's degree, preferably in information technology management or related field

• Minimum of 8-10 years in information technology with a minimum of 3-5 years in an IT management position

• Solid technical background with proven ability to manage and motivate a diverse technology group in a fast-paced and customer-focused team environment.

• Experience managing environment for Cloud Computing, Auto Scaling, ELB, RDS, VPC and other services.

• Working knowledge of Microsoft 365 cloud environments and Windows Active Directory environments.

• Proven background in service desk and IT infrastructure management

WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities. Travel will be required to participate in events or meet with clients and are typically day trips in nature.

PHYSICAL DEMANDS: The individual will be subject to sedentary work with the majority of hours in a professional office environment and will need to be able to quickly respond to a change in work demands. The individual is required to have close visual acuity to perform activities such as viewing a computer terminal. Occasionally lift, carry, push, pull or otherwise move objects (1-40 lbs.) are required.

REASONABLE ACCOMODATION: It is design DATA, Inc.'s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

PREFERENCE STATEMENT: design Data, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

PAY TRANSPARENCY STATEMENT: design Data, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor's legal duty to furnish information.

Apply Online at www.doyon.com

We are a Federal Contractor and comply with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA).

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available https://www.eeoc.gov/poster. For questions on the job posting contact (253) 344-5300

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at dgghr@doyongovgrp.com.

Only qualified applicants will be notified.

Responsibilities

ESSENTIAL FUNCTIONS:

Account Management

• Manage 6 to 8 client accounts with the support of a dedicated cross functional team.

• Drive contract renewal and project sales activities within assigned accounts to meet service renewal and expansion targets, to include cultivating leads and generating and presenting proposals.

• Motivate clients to adopt designDATA infrastructure and IT offerings.

• Analyze clients' environments and needs regularly to identify new sales opportunities.

• Meet with clients regularly to ensure satisfaction with our services.

• Establish and maintain key relationships with our clients.

• Obtain, evaluate, and select quotes from vendors and partners to meet client needs.

• Ensure both the company and clients adhere to contract terms.

• Plan and organize daily activities related to operations and customer service.

• Coordinate and manage client equipment acquisition and scheduled maintenance.

• Act as the client's authorized representative as needed for other technology vendors.

Team Management

• Support the professional development of staff through mentorship, goal setting, accountability, and review processes.

• Schedule team resources to meet client obligations in a timely and effective manner.

• Motivate individual and team growth and performance.

• Working within a matrix organization and HR ensures that workloads are balanced.

• Participate in relevant review meetings for team members (e.g., performance).

• Review and approve timecards and expenses.

Customer Service

• Communicate and escalate issues as needed with the senior leadership team.

• Act as the point of contact for client concerns and escalate issues appropriately.

• Identify and promote opportunities to improve our processes and service delivery.

• Schedule client maintenance periods and downtime with the client and designDATA.

• Act as Incident Manager for issues affecting clients during regular business hours.

• Participate in the On-Call Operations Manager rotation for after-hours incidents.

• Client Documentation to enhance optimal service efficiency.

• Client Health Management

• Client Retention and Contract Renewals to maintain MRR.

• CBR process adherence and Improvements

• Client Meeting adherence and Improvements

Project Management

• Meet with internal subject matter experts and resource managers to plan and staff projects.

• Keep clients informed, manage their expectations, and drive delivery of their dependencies.

• Keep our leadership team informed of project status, including new risks and needs.

• Manage project pipeline and assigned quota.

Qualifications

QUALIFICATIONS:

• Bachelor's degree, preferably in information technology management or related field

• Minimum of 8-10 years in information technology with a minimum of 3-5 years in an IT management position

• Solid technical background with proven ability to manage and motivate a diverse technology group in a fast-paced and customer-focused team environment.

• Experience managing environment for Cloud Computing, Auto Scaling, ELB, RDS, VPC and other services.

• Working knowledge of Microsoft 365 cloud environments and Windows Active Directory environments.

• Proven background in service desk and IT infrastructure management

WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities. Travel will be required to participate in events or meet with clients and are typically day trips in nature.

PHYSICAL DEMANDS: The individual will be subject to sedentary work with the majority of hours in a professional office environment and will need to be able to quickly respond to a change in work demands. The individual is required to have close visual acuity to perform activities such as viewing a computer terminal. Occasionally lift, carry, push, pull or otherwise move objects (1-40 lbs.) are required.

REASONABLE ACCOMODATION: It is design DATA, Inc.'s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

PREFERENCE STATEMENT: design Data, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

PAY TRANSPARENCY STATEMENT: design Data, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor's legal duty to furnish information.

Apply Online at www.doyon.com

We are a Federal Contractor and comply with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA).

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available https://www.eeoc.gov/poster. For questions on the job posting contact (253) 344-5300

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at dgghr@doyongovgrp.com.

Only qualified applicants will be notified.