Service Delivery Manager

Service Delivery Manager

At Ensono, our purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to do great things! We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation. We can do great things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose.

About the role and what you'll be doing : The Service Delivery Manager (SDM) possesses strong IT service knowledge, adept in bringing efficiencies and improvements to disparate processes and systems. A successful SDM leads through influence, breaks down silos, and manages competing priorities. The SDM must be an impeccable communicator that can effectively adapt to their audiences and is a Relentless Ally for the client. The SDM will be responsible for working in partnership with higher level SDM's on critical large accounts, or independently responsible for managing mid-large accounts (can be multiple accounts)

Primary Responsibilities :

Acts as a client advocate and a point of escalations for client service delivery needs.

Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensono's operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met.

Actively identifies, captures, and communicates operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries.

Works with the assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the client's business outcomes. This may include analyzing the health / wellness of the client's environment, data on incidents / SLAs.

Educates the operational team in understanding how clients utilize Ensono services in support of their business.

Provides guidance on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations.

Supports relationships across the client's organization to confirm the right level of participation across IT and the business to drive success and achieve the client's outcomes.

Maintains and improves CSAT through optimizing service quality and end-to-end client experience.

Provides communications for critical business impacting events, account updates, and service improvement plans.

Collaborates with the Client Engagement Team (Sales) to build a strong account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client's overall contractual relationship.

Supports the management of critical client issues / incidents via an ITSM based approach, communicating the client's expectations, and ensuring coordination across the Ensono team to deliver.

Assesses account performance through Ensono's Client Health Dashboard and works across Ensono teams to manage client challenges and deliver high quality service to each client.

Establishes and participates in leading operational meetings focused on ITSM governance and SLA adherence.

Job Requirements

We want all new Associates to succeed in their roles at Ensono. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.

Required Qualifications

3+ years of IT Service Management experience in a client-facing role

Client relationship management experience

Operational ability in diverse, large-scale, multi-platform, outsourced environments

In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

Proficient understanding of ITIL principles

Demonstrated understanding of any of the following technologies : Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking, emphasis on mainframe knowledge

Willing to travel as required (e.g., client service reviews at client site)

Preferred Qualifications

Exceptional customer-facing skills

Highly motivated, strong desire to learn quickly, ability to effectively multi-task and work independently, and the readiness to demonstrate a proactive attitude

Strong ability to manage through influence

Strong organizational skills

Solid resource planning and problem-solving skills

Able to effectively manage competing priorities from a variety of stakeholders

Excellent verbal and written communication skills, including communicating with senior level executives and key stakeholders

Why Ensono?

Ensono is a place to make better happen for our clients and for your career. You can do great things through innovation or collaboration, by learning or volunteering, or to promote diversity and inclusion. You can do great things for your own health or for a healthier planet. Whatever it means to you to do great things we want Ensono to be the place you can do it. We are a client-facing business, but we do encourage clients to allow us to work remotely most of the time so if you are not required to be on a client site, you can choose to work from home or in our Ensono offices. Some of our benefits include :

• Unlimited Paid Days Off
• Three health plan options through Blue Cross Blue Shield
• 401k with company match
• Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts
• Paid Maternity Leave, Paternity Leave, and Sabbatical Leave
• Education Reimbursement, Student Loan Assistance or 529 College Funding
• Enhanced fertility coverage
• Wellness program
• Depending on location, ability to take advantage of fitness centers
• Flexible work schedule

As of the date of this posting, a good faith estimate of the current pay scale for this role is $65,000 to $112,000 annually based on a full-time schedule. Please note that placement in the range may vary based on numerous factors including but not limited to skills, experience, internal equity, and business needs. In addition to base salary, other compensation programs, depending on eligibility, include an annual bonus plan based on company and individual performance and an equity grant under our Associate Equity Appreciation Program.

Ensono is an Equal Opportunity / Affirmative Action employer. We are committed to providing equal employment to our Associates and building a diverse and inclusive workforce. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or other legally protected basis, in accordance with applicable law.