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Service Delivery Executive (Dublin, OH) in Dublin, OH at Presidio, Inc.

Date Posted: 3/14/2018

Job Snapshot

  • Employee Type:
  • Location:
    Dublin, OH
  • Job Type:
  • Experience:
    At least 5 year(s)
  • Date Posted:

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
Our customers rely upon Presidio Managed Services on a 24x7x365 basis to manage their IT infrastructure. Our customers have high expectations on the level of services we provide. The Service Delivery Executive will provide highly certified technical management services responsible for building a long-term strategic architecture roadmap aligned to the customers enterprise and security architectures framework and optimizes all systems and services related to the agreement in place. The Delivery Architect will identify resource needs and work internally with Presidio to procure the resources needed to deliver the agreement. The Service Delivery Executive will hold the overall responsibility for delivering services as sold.
This individual is expected to continually develop and strengthen the relationship with the customer while serving as the customer liaison. Acting as a trusted partner to the customer, the Service Delivery Executive will serve as an escalation point should any concerns rise from the customer. The Service Delivery Executive will organize and lead internal and external status meetings, provide scheduled and on-demand reporting, maintain the covered equipment list, as well as design, organize, and present Quarterly Business Reviews.
Key Responsibilities:
  • Develop, define, lead and produce strategic and technology roadmaps, and strategic vision for delivery of information technology based on key business drivers, and architectural governance
  • Communicate the design, capabilities, alternative approaches, risk, and schedule
  • Lead evaluation and selection of enterprise solutions that align and/or drive current and future business needs across the customer environment.
  • Optimize cross project architectural governance that identifies relevant strategy, policy, and roadmaps while increasing ROI
  • Assist with development of an updated charge back model for services
  • Optimization and operation of all systems and services outlined in this contract
  • Design and communicate a disaster recovery plan
  • Maintain up to date records on environment (health of the system)
  • Design processes to assist in faster resolution times
  • Design, Maintain, and Own the runbook
  • Participate in change control efforts
  • Maintain open issue lists and follow through to resolution
  • Review open and completed service tickets
  • Review upcoming expiring service contracts
  • Review and participate in open projects
  • Assist in the closure of escalated technical incidents
  • Facilitate project or changes between deployment and support teams 
  • Provide regular status updates to customer point of contact
  • Provide regular status updates to stakeholders within Presidio
  • Serve as a point of escalation
  • Track and delivery of SOW expectations
  • Utilize resources to analyze and resolve problems
Required Skills
  • Bachelor’s degree or equivalent experience and/or military experience
  • 5+ years of IT Service Management experience
  • Extensive knowledge of Data Center technology
  • Thorough understanding of ITIL v3 Foundation Service Management
  • Effective professional written and verbal communication using MS Word, MS Excel an MS PowerPoint
  • Strong organizational skills
  • Meticulous attention to detail to be able to identify areas of improvement
  • Strong personal influence skills
  • Strong negotiations skills
  • Strong rapport and relationship building skills with both internal individuals and external customers. Must be an effective communicator in difficult customer situations
  • Extensive understanding of the technologies being managed by Presidio for the customer
  • Enthusiasm for learning new technologies and creating services around them
  • Strong understanding of tools used by managed service providers
  • Due to the nature of a 24 x 7 x 365 operation, must be willing to be available for occasional non-traditional business hours work
  • Minimal travel may be required.
RECRUITMENT AGENCIES PLEASE NOTE, we have a strict PSL in place and we 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 our portal or submitted directly through to managers or HR will be considered unsolicited and will be treated as gifts and no fee will be payable. We thank you for your cooperation in this matter. 
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:
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
Presidio, Inc. is a VEVRAA Federal Contractor requesting priority referrals of protected veterans or its openings.  State Employment Services, please provide priority referrals to


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