IT Managed Services Delivery Manager

Service Delivery, Technical Account Lead, Technical Account Manager, Managed Services Provider, IT, Technical Lead, Client Services Manager, Client Service Delivery Lead, Service Delivery Manager, Technology, Exchange, SAN, Active Directory, Network, Microsoft, Virtualization, DR, Leadership, Liaison, SME, OSPF, BGP, VPN
Full Time
Depends on Experience
Work from home not available Travel required to 10%.

Job Description

SWC Technology Partners, a BDO USA Company, is a growing IT Solutions Provider. We believe that technology drives innovation, but people are what makes it a success. We are committed to creating a work culture where our employees are happy, empowered and excited to come to work every day. Our commitment to each other is why SWC is a recognized leader for our culture, employee satisfaction and career growth opportunities. Our dynamic team is made up of problem-solvers driven by a desire to help customers succeed. We’re looking for people who share that same drive and who are looking to combine teamwork with technology to produce amazing results.

This is a customer facing advisory and service delivery position (not sales) responsible for managing multiple clients and ensuring delivery of managed services IT solutions. This position is a multi-faceted, challenging role that requires excellent attention to detail, the ability to effectively communicate and influence clients, develop relationships with technical and business contacts, coordinate delivering, operations and project resources, and follow tasks through to completion.

The Firm provides comprehensive managed services to growing mid-market organizations. Our solutions range from cloud/infrastructure managed services, to end user service desk, to full outsourcing of IT.

Essential Duties/Functions

Responsibilities:
- Maintains a relationship with a client’s leadership team to be their trusted advisor responsible for delivery and performance of client environment
- Facilitates clear, consolidated communication with the client and the technical delivery team
- Supports project activities and have awareness of priority, status, risks and budgets
- Provides critical thinking and oversight of escalation and prioritization items, including leadership and delegation of technical tasks to other team members
- Creates and delivers monthly activity reports to clients that include a roadmap and best practice recommendations; identifies and develops solutions to remediate recurring service delivery and system performance issues
- Identifies, manages, and mitigates risks to ensure successful delivery of managed services and exceed defined service level agreements
- Evaluates and manages the financial performance of client account portfolio
- Provides incident management leadership for team members and the client during high severity, business impacting issues
- Assists in the strategy and advisement of technical solutions that achieve our clients’ desired long-term business objectives
- Maintains high customer satisfaction and ensure an exceptional service experience
- Other duties as required

Qualifications

Education:
- Bachelor’s degree in an IT related field from an accredited university, preferred

Experience:
- Five (5) or more years of progressive IT experience and two (2) or more years overseeing IT operations delivery, required
- Experience in IT Strategy, business requirements gathering, IT road maps and advisory, required
- Experience in IT Service Management, Operations, processes improvement and definition, preferred
- Experience overseeing delivery teams and measure against defined KPIs, preferred
- Business Analyst and Project Management experience, preferred 

License(s)/Certification(s) :
- ITIL Certification or attained within first 6 months of employment, preferred 

Other Knowledge, Skills & Abilities:
- Ability to work well in a cross-functional team environment preferred
- Must have excellent organizational and multi-tasking skills
- Excellent verbal, written, and presentation skills 

Keywords: Service Delivery, Technical Account Lead, Technical Account Manager, Managed Services Provider, IT, Technical Lead, Client Services Manager, Client Service Delivery Lead, Service Delivery Manager, Technology, Exchange, SAN, Active Directory, Network, Microsoft, Virtualization, DR, SAN, Leadership, Liaison, SME, OSPF, BGP, VPN

Posted By

1420 Kensington Rd., Suite 110 Oak Brook, IL, 60523

Dice Id : RTL66359
Position Id : 15719BR
Originally Posted : 3 months ago
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