Presidio, Inc. Las Vegas , NV 89134
Posted 2 months ago
SEIZE THE OPPORTUNITY TO BE A PART OF SOMETHING GREAT!
Presidio is on the leading edge of a technology-driven movement to transform the way business is done, for our customers and our customers' customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it's our people that make the connections happen.
WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading a global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.
THE ROLE: Senior Service Delivery Manager
Job Summary:
As an internal Senior Service Delivery Manager with Presidio, you will be responsible for managing the data lifecycle of customer(s) provisioning for Presidio Managed Services. This role will impact business both internally and externally with overall goals of increasing efficiency and effectiveness of the department thereby increasing customer satisfaction.
Travel Requirements:
This role will be remote in any of the following locations (San Diego, CA, Los Angeles, CA, or Carson City, NV, Las Vegas, NV). Expected travel will be up to 3%.
Job Responsibilities:
Perform Service Delivery Manager function for large, complex, and high touch customer within the region. Review and report on client SLA/SLO agreements as well as contracted scope commitments. Manage client satisfaction in the delivery of IT services, ensure profit objectives are met, directs an on-going strategic plan for the account. Provide the client a primary point of contact within Presidio and has the responsibility and authority for deployment of resources to support the client from all Presidio business units
Provide leadership to the account team. Ensure that the team understands and delivers the unique value proposition (competitive advantage, financial achievement, etc.) that Presidio has sold to the client
Provide management and technical direction to multiple complex service delivery projects within the account. Assume responsibility for all aspects of account performance (technical, contractual, administrative, and financial). Facilitate successful integration, sets the account vision, communicates sense of core purpose, manages change, and builds a culture open to industry changes
May lead business development teams in identifying new business opportunities for Presidio and managing the sales cycle from start to finish, particularly in add-on business to existing accounts. Leverage existing client relationships to develop follow-on business to increase the revenue stream
Manage a team of Project Management professionals in the provisioning of customers for Presidio Managed Service offering
Manage all client deliverables with the Project Management team
Works with other Managed Services departments to maintain and improve customer SLA metrics
Manage customer satisfaction for high touch customers and customer escalations
Meet agreed upon client deliverable schedules and manage client expectations
Manage appropriate internal and external resources to meet set deadlines
Refine as necessary-procedures, diagrams, and documentation processes
Facilitate customer meetings and teleconferences
Maintain active communication internally and externally
Manage multiple projects
Measure success on maintaining high degree of customer satisfaction
Other job duties or projects upon request
Required Skills:
Knowledge of administration and management principles, specifically in; planning, resource allocation, and coordination of people and resources
Strong customer service, interpersonal, and active listening skills
Operative active learning skills to understand the implications of new information for both current and future problem-solving and decision-making
Advanced project management, time management, and coordination skills to plan, organize, staff, and assist in the overall direction of the department
Excellent oral and written communication skills. Proficient command of the English language and reading comprehension
Strong critical thinking, appropriate judgment, and logical decision-making skills
Effective resource tracking, instructing, and quality control analysis skills, to evaluate the quality of performance and take corrective action when necessary
Good presentation skills with the ability to manage relationships by persuading and negotiating with others
Education and Experience:
Bachelor's degree or equivalent work experience and/or military experience
8+ years of experience managing IT services customer relationships.
4+ years managing direct reports and training responsibility of employees.
Thorough understanding of ITIL v 3 Foundation Service Management
Due to the nature of a 24x7x365 operation, must be willing to be available for occasional non-traditional business work hours.
#LI-PH1
Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DEI change process across all levels of the organization. Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements.
Presidio is a global digital services and solutions provider accelerating business transformation through secured technology modernization. Highly skilled teams of engineers and solutions architects with deep expertise across cloud, security, networking and modern data center infrastructure help customers acquire, deploy and operate technology that delivers impactful business outcomes. Presidio is a trusted strategic advisor with a flexible full life cycle model of professional, managed, and support and staffing services to help execute, secure, operationalize and maintain technology solutions. We serve as an extension of our clients' IT teams, providing deep expertise and letting them focus on their core business. Presidio operates in 40+ US offices and offices in Ireland, London, Singapore, and India.
For more information visit: http://presidio.com
To read more about discrimination protections under Federal Law, please visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf
If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to recruitment@presidio.com for assistance.
Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to recruitment@presidio.com.
RECRUITMENT AGENCIES PLEASE NOTE:
Agencies/3 Parties may not solicit to any employee of Presidio. Any candidate information received from any Agency/3 Party will be considered a gift and property of Presidio, unless the Agency/3 Party is an Authorized Vendor of Presidio with an up-to-date Presidio Contract in hand signed by Presidio Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Presidio Talent Acquisition to engage in recruitment efforts for Presidio.
Presidio, Inc.