Senior Service Delivery Manager

Job Description

Primary Responsibilities: Acts as a 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. Actively identifies, captures, and communicates operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries. Partners with 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. Builds relationships across the client’s organization to confirm the right level of participation across IT and the business to drive success and achieve the client’s outcomes. Maintains and improves 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. Delivers, executes, and monitors service improvement plans (SIP) across all Ensono operational delivery. Collaborates with the Client Engagement Executive (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 provides 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. We want all new Associates to succeed in their roles at Ensono. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply. Required Qualifications 12+ years of IT Service Management experience in a client-facing role 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) Show more Show less