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Service Delivery Coordinator (Lewisville, TX) in Lewisville, TX at Presidio, Inc.

Date Posted: 6/7/2018

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 manage their IT infrastructure and have high expectations of the level of services we provide. The Service Delivery Coordinator (SDC) has ownership of the relationship between Presidio Managed Services and an assigned portfolio of our customers. The SDC must ensure alignment of the services we are providing and maintain 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 SDC 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 SDC’s proactive and personable interactions.
 
 
The SDC 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 SDC functions for small to medium size clients, or larger revenue clients with low touch service delivery requirements. In addition, the SDC may be tasked to provide support to clients that are assigned to the Regional Lead or Director of their Region.
  • Review client SLA/SLO agreements as well as contracted scope commitments. Escalate 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 improvement actions are being developed and executed until completion.
  • Develop and maintain customized communication plans for each customer. Specific deliverables to include, but are not limited to the following:
      • Meeting Agendas
      • Meeting Minutes
      • Task Tracking
      • Escalation Tracking
      • Renewal Tracking
  • If required, produce and maintain service improvement plans.
  • Initiate and drive the development of Incident Reviews as required.
  • Supply the Quarterly Business Reviews (QBR) to the customer and facilitate/lead meeting to review the reports.
  • Be the escalation point person for the customer, delivery and other associated Presidio teams and vendor partners.
  • Confirm that we are delivering a client experience that is consistent with our service culture. 
 
Required Skills
Job Requirements:
 
  • We seek a Bachelor’s degree or equivalent experience and/or military experience
  • We seek 0-2 years of professional experience (internship, etc.)
  • Effective professional written and verbal communication using MS Word, MS Excel an MS PowerPoint
  • Strong rapport and relationship building skills with both internal individuals and external customers; must be an effective communicator in difficult customer situations
  • Strong organizational skills
  • Ability to multitask and work independently 
  • 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.
Preferred Skills & Certifications:
  • Experience within an IT environment or technology-based industry
  • Experience with Service Now or another Incident Management system
  • ITIL v3 Foundation, PMP or other relevant certifications
  • Technology Specific Certifications
Competencies Required:
A drive for Achievement and Effort, Attention to Detail, Adaptability/Flexibility, Analytical Thinking, Cooperation, Concern for Others, Dependability, Initiative, Independence, Integrity, Persistence, Self-Control, and Stress Tolerance.
Physical Requirements
May involve extensive periods of sitting in front of a computer, typing, walking, limited bending, and lift.
 
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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