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Service Delivery Manager (Edina, MN) in Edina, MN at Presidio, Inc.

Date Posted: 7/9/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Edina, MN
  • Job Type:
    Management
  • Experience:
    Not Specified
  • Date Posted:
    7/9/2018

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 manage 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 Managed Services and a portfolio of our customers as well as with the associated regional Presidio account personnel. A SDM is responsible for being the voice of both the customer to Presidio Managed Services Delivery and for Delivery to the customer. The SDM must ensure alignment of the services we are providing and associated communication with the associated Presidio account management, sales overlay and business unit regional leadership.  It includes taking an end-to-end view of the services and seeking to be proactive in the continuous improvement of the services being provided. 

The SDM is expected to continually develop and strengthen the associated external and internal relationships. The goal is to create joint partnerships with the client and the associated Presidio teams and individuals through the SDM’s pro-active and personable interactions.

The SDM will manage the customer relationship across the six infrastructure portfolios:

  • Network Services
  • Collaboration
  • Data Center Services
  • Security Services
  • Workplace Services
  • Service Management

Key Responsibilities:

  • Perform SDM function for large, complex, and high touch customers within the region
  • Reviewing client SLA/SLO agreements as well as contracted scope commitments. Escalating as appropriate when either the customer or Presidio is at risk.
  • Ensure that all customer record and required documentation is complete, accurate, and maintained throughout the duration of the contract.
  • Review service failures and confirm appropriate Problem Management actions are being developed and executed until completion
  • Developing and maintain customized communication plans for each customer. Specific deliverables to include and are not limited to the following:
      • Meeting Agendas
      • Meeting Minutes
      • Task Tracking
      • Escalation Tracking
      • Renewal Tracking
  • Escalation point person for the customer, delivery and other associated Presidio teams and vendor partners.
  • If required, produce and maintain service improvement plans
  • Add to the Quarterly Business Performance reports insight on areas of likely concern to the customer. Also add value added suggestions, which typically includes recommendations on actions in order to improve the customer’s environment under our management
  • Supply the Quarterly Business Performance reports (QBR) to the customer and facilitate/lead meeting to review the reports
  • Confirmation 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:

  • Identify opportunities to increase the amount of services we are providing to our customers
  • Identify opportunities 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 escalate all expired contracts to the Sr. Leadership team

Key Success Metrics:

  • Customer satisfaction ratings
  • Account Management feedback on the SDM and associated customer relationship
  • Delivery leadership feedback on the SDM and associated customer relationship
  • Number of client references obtained to assist in new sales
  • Number of QBRs delivered on-time
  • Number of client initiated Delivery performance escalations
  • Percentage of upsells for which the SDM identified and drove
  • Percentage of contract renewals
Required Skills:
  • Bachelor’s degree or equivalent experience and/or military experience
  • 2-5 Years of managing IT services customer relationships
  • Thorough understanding of ITIL v 3 Foundation Service Management
  • Effective professional written and verbal communication using MS Word, MS Excel an MS PowerPoint
  • Strong organizational skills
  • Meticulous in the management of issues, risks and commitments
  • Basic Presidio Managed Services tool usage, especially report generation (Service Now, Prognosis, Nimsoft, LogicMonitor, Kaseya Connect Edge Portal, Jaspersoft, PRTG, and ConnectWise)
  • 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
  • Solid understanding of the technologies being managed by Presidio for the customer
  • Solid understanding of how delivery provides the management services

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

Additional Requirements:

  • 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
  • 10 - 25 % travel may be required and the majority will be in region

#LI-JM1 

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 *****

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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