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PMN Manager (Service Delivery Manager) in Norcross, GA at Presidio, Inc.

Date Posted: 8/3/2018

Job Snapshot

Job Description

At Presidio, we think, architect, implement and support the practical reality of IT every day.  We bring together the best minds in the industry to deliver IT excellence and support the answers to our clients’ IT challenges.  As one of the largest IT-as-a-Service solution providers in the U.S., we combine experience and stability with regional expertise and the unique ability to cover local and global business needs. For more information about Presidio visit our website at www.presidio.com.

Over 500 customers rely upon Presidio Managed Services on a 24x7x365 basis to handle their IT infrastructure. The customers have high expectations on the level of services we provide. The Service Delivery Manager (SDM) has ownership of the relationship between Presidio and their customer as well as with the Presidio onsite engineering personnel. The SDM is responsible for ensuring overall network and services health through constant awareness of any service disruptions as well as future plans to grow the network footprint. The Service Delivery Manager is expected to continually develop and strengthen the associated external and internal relationships. The goal is to create joint partnerships with the client, the associated Presidio teams, and individuals through enthusiastic and personable interactions.

The successful incumbent will drive the customer relationship across the six infrastructure portfolios: Network Services, Collaboration, Data Center Services, Security Services, Workplace Services and Service Management.

KEY RESPONSIBILITIES:

  • You will reside on premises at the customer location in the Atlanta area
  • You will perform the Service Delivery function for a complex, and high touch customer
  • You will review client SLA/SLO agreements as well as contracted scope commitments
  • Address issues as appropriate when either the customer or Presidio is at risk.
  • Ensure that all customer records and required documentation is complete, accurate, and maintained throughout the duration of the contract.
  • Ensure that internal and external partners are fulfilling their obligations of service to meet client needs
  • You will oversee service failures and confirm appropriate problem management actions are being developed and executed until completion
  • You will develop and maintain customized communication plans for specific event types. Specific work to include and are not limited to the following: meeting agendas; meeting minutes; task tracking; issue tracking and renewal tracking.
  • You will be the point person for the customer, delivery and other associated Presidio teams and vendor partners.
  • If required, produce and maintain service improvement plans
  • Provide insight to the Quarterly Business Performance reports regarding areas of likely concern. Recommend actions in order to improve the customer’s environment under our management. 
  • You will supply the Quarterly Business Performance reports (QBR) to the customer and facilitate/lead meeting to review the reports
  • Provide assurance that we are delivering a client experience that is consistent with our service culture
  • Be the customer advocate for Presidio Managed Services communications that directly affect the customer

Client contract profitability, upsell and renewal:

  • Find opportunities to increase the amount of services provided
  • Identify ways to reduce the cost of the services we are providing to our customers
  • Confirm bills are being properly created, delivered and client is paying as per the terms of the contract
  • Validate, negotiate and process service credits as required with approval from Sales Management.
  • Confirm contract renewal activities are proceeding starting approximately 120 days before the contract end date and raise all expired contracts to the Sr. Leadership team


REQUIRED SKILLS:

  • We seek a Bachelor’s Degree or equivalent experience and/or military experience.
  • We seek two to five years' experience handling IT services customer relationships.
  • We seek thorough knowledge of ITIL v 3 Foundation Service Management.
  • You possess effective professional written and verbal communication using MS Office (Word, MS Excel and PPoint) along with excellent organizational skills.
  • You are meticulous in the management of issues, risks and commitments.
  • We seek basic Presidio Managed Services tool usage, especially report generation (Service Now, Prognosis, Nimsoft, LogicMonitor, Kaseya Connect Edge Portal, Jaspersoft, PRTG, and ConnectWise).
  • You bring strong personal influence and negotiation skills.
  • You have strong rapport and relationship building skills with both internal individuals and external customers. You are an effective communicator in difficult customer situations.
  • We seek a good understanding of the technologies supported by Presidio with regard to the customer needs.
  • Due to the nature of a 24 x 7 x 365 operation, you will be open for occasional non-traditional business hours work
  • This role may require up to 10 - 25 % travel (the majority will be in region).


STANDARDS AND OTHER RELEVANT QUALIFICATIONS:

ITIL v3 Foundation Certification is a plus

Technology Specific Certifications are a plus

PMP, ITIL v 3 Foundation, Six Sigma, and any relevant technical certifications are a plus

#LI-PH1

#CB_PH


Presidio, Inc. 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, or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.

To read more about employment discrimination protections under federal law, please visit: https://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.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, Inc. 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: Presidio has a strict PSL in place and will only accept applications from agencies/business partners that have been invited to work on this role through the Presidio portal. Candidate Resumes/CV's not submitted through the Presidio portal or submitted directly to Hiring Managers will be considered unsolicited and will be treated as gifts and no fee will be payable. Thank you for your cooperation.

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