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Service Delivery Manager (Fulton, MD) in Fulton, MD at Presidio, Inc.

Date Posted: 5/23/2018

Job Snapshot

  • Employee Type:
  • Location:
    Fulton, MD
  • Job Type:
  • Experience:
    Not Specified
  • 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
The Senior Service Delivery Manager (SDM) is the primary customer interface at all levels of the customer operation. The Sr. SDM is responsible for owning the cross-functional collaboration within Presidio to drive success and customer satisfaction. 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 Sr. 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 Sr. SDM’s pro-active and personable interactions.
The Sr. SDM is expected is to have an understanding of customer services solutions, and familiarity within the following six infrastructure portfolios:
  • Network Services
  • Collaboration
  • Data Center Services
  • Security Services
  • Workplace Services
  • Service Management
Key Responsibilities:
  • Own customer communications and resolutions of critical and operational issues. This includes being the escalation point person.
  • Build strategic and key customer and Presidio relationships to drive greater alignment.
  • 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
  • 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
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 Sr. SDM and associated customer relationship
  • Delivery leadership feedback on the Sr. 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 Sr. SDM identified and drove
  • Percentage of contract renewals
Required Skills
Job Requirements:
  • You possess effective professional written and verbal communication using MS Word, MS Excel an MS PowerPoint
  • Demonstrate strong organizational skills
  • You have a Strong rapport and relationship building skills with both internal individuals and external customers. Must be an effective communicator in difficult customer situations
  • Meticulous in the management of issues, risks and commitments
  • We seek strong personal influence skills and strong negotiations skills
  • You have the ability to multi-task and adapt to fast-changing environment
  • We seek basic Presidio Managed Services tool usage, especially report generation (Service Now, Prognosis, Nimsoft, Edge Portal and Jaspersoft)
  • High level understanding of the technologies being managed by Presidio for the customer
  • Solid understanding of how delivery provides the management services
    • ITIL v3 Foundation Certification is a plus
    • Technology Specific Certifications are a plus
    • PMP, ITIL v 3 Foundation, Six Sigma, and ny relevant technical certifications are a plus
Required Skills
  • Bachelor’s degree or equivalent experience and/or military experience
  • Experience in IT services
  • ITIL v 3 Foundation Service Management fluency
  • Due to the nature of a 24 x 7 x 365 operation, must be willing to be available for non-traditional business hours work
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 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 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.