IT Service Delivery Manager - Sandy Springs, GA

The position of Client Services Manager performs overall project coordination activities related to end user services for dedicated or multiple client engagement.

The candidate works on assignments of a diverse scope where analysis of data and hardware requires evaluation of identifiable factors. The candidate exercises judgment within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison between customers, departments, and within the organization to lead problem resolution.

Essential duties for the position include, but are not limited to the following:

· Direct and manage engagement development by defining project scope, goals, and deliverables that support business goals in collaboration with client requirements

· Define and implement best practices and tools for engagement execution and management based on engagement scope and deliverables

· Enforce engagement deadlines and schedules while managing direct and shared resources to meet engagement requirements

· Identify engagement strengths and weaknesses to reinforce deliverable objectives and suggest areas of additional opportunity

· Manage interface and customer experience between stakeholders, engineers, local and remote support teams

· Create processes and manage operations that combine dedicated and shared vendor abilities with customer expectations in order to design creative and efficient solutions to meet customer demands and requirements

· Serve as single point of contact for all engagement escalations while driving issue resolution and reporting status to all applicable stakeholders

· Consult clients regarding scope, technical, and operational abilities and limitations specific to engagement environment

· Coach, mentor, motivate, and manage engagement team members, and influence them to take positive action and accountability for their assigned tasks

· Provide account level financial profit and loss analysis with cost savings implementation

· Manage recruitment of key personnel by account

· Service Delivery duties per customer requirement as assigned

• Additional duties may be required based on business needs.
• The aforementioned duties may also be changed based on business needs.

*JOB REQUIREMENTS/QUALIFICATIONS

Experience:

· Minimum Work Experience Requirements # of months or years: 7 Years Bachelor’s Degree of Equivalent

· Work Experience in a Managed Service Provider of 5 Years

· Other Qualifications and Skills: Experience in a complex service delivery environment supporting end-users’ IT infrastructure needs, along with project management and/or coordination responsibilities. Customer focused with the ability to develop and grow strong client relationships to build high levels of client satisfaction and loyalty. Collaborative team player to establish effective working relationships both internally and externally working cross-functionally with Engineering, Operations, Sales and Product teams. Exceptional verbal and written English communication skills. The ability to present and articulate product features and product value proposition to clients to achieve retention goals. Demonstrated skill in managing multiple projects to meet client goals. Has a strong sense of pace and urgency; ensures work is completed in the expected timelines.

Desired Certifications:

· Minimum Certifications: ITIL-F, PMP (preferred)

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Schedule:

• 8 hour shift

Work Location: On the road

Salary : $80,000 - $100,000