Sr. Service Delivery Manager

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 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 based onsite (5 days per week - Monday to Friday during the hours of 8 a.m. - 5 pm. CST.) in Richardson, TX. In this role you may be expected to travel up to 2% outside of normal on-site work hours.

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. Manages client satisfaction in the delivery of IT services, ensures profit objectives are met, directs an on-going strategic plan for the account. Provides 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.
• Provides leadership to the account team. Ensures that the team understands and delivers the unique value proposition (competitive advantage, financial achievement, etc.) that Presidio has sold to the client.
• Provides management and technical direction to multiple complex service delivery projects within the account. Assumes responsibility for all aspects of account performance (technical, contractual, administrative, and financial). Facilitates 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. Leverages existing client relationships to develop follow-on business to increase the revenue stream.
• Manages a team of Project Management professionals in the provisioning of customers for Presidio Managed Service Offering.
• Manages all client deliverables with the Project Management team.
• Works with other Managed Services departments to maintain and improve customer SLA metrics.
• Manages customer satisfaction for high touch customers and customer escalations.
• Meets agreed upon client deliverable schedules and manage client expectations.
• Manages appropriate internal and external resources to meet set deadlines.
• Refines as necessary-procedures, diagrams, and documentation processes.
• Facilitates customer meetings and teleconferences.
• Maintains active communication internally and externally.
• Manages multiple projects.
• Measures 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.
• The ability to be available for escalations after hours (due to the nature of a 24x7x365 operation, must be willing to be available for occasional non-traditional business work hours).

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

ABOUT PRESIDIO

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.

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Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.

To read more about discrimination protections under Federal Law, please visit: _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 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 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.

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