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Service Delivery Manager in Norcross, GA at Presidio, Inc.

Date Posted: 4/11/2019

Job Snapshot

Job Description

Presidio is a leading North American IT solutions provider focused on Digital Infrastructure, Cloud and Security solutions to create agile, secure infrastructure platforms for middle-market customers. We deliver this technology expertise through a full life cycle model of professional, managed, and support services including strategy, consulting, implementation and design. By taking the time to deeply understand how our clients define success, we help them harness technology advances, simplify IT complexity and optimize their environments today while enabling future applications, user experiences, and revenue models. As of June 30, 2018, we serve approximately 8,000 middle-market, large, and government organizations across a diverse range of industries. Approximately 2,900 Presidio professionals, including more than 1,600 technical engineers, are based in 60+ offices across the United States in a unique, local delivery model combined with the national scale of a $2.8 billion dollar industry leader. We are passionate about driving results for our clients and delivering the highest quality of service in the industry. Presidio is majority owned by affiliates of investment funds managed by affiliates of Apollo Global Management, LLC (NYSE:APO).

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.

Job 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

Job Requirements:

  • 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, Six Sigma, and any relevant technical certifications are a plus.

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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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