Client Delivery Manager

Insight; Chandler (AZ); Remote; USD 125,000; Full time

Job summary

Join a forward-thinking company as a Client Delivery Manager, where your expertise in client management and technical support will shine. This role offers the opportunity to unify client experiences across Managed Services while ensuring high client satisfaction. With a strong focus on personal and professional growth, you will have the chance to upskill and advance your career in a supportive environment. Enjoy the flexibility of working remotely, and immerse yourself in a culture that values diversity and innovation. This is your chance to make a significant impact while enjoying a fulfilling work-life balance.

Benefits

Work from another location for up to 30 days

Health care benefits

Flexible work hours

Career development opportunities

Qualifications

• 5+ years of technical experience in client support roles.
• Preferred experience in managed services organizations.

Responsibilities

• Ensure positive client health scores across Managed Service offerings.
• Governance over consumption of contracted services.

Skills

Client Management

Technical Support

ITSM Processes

Customer Experience

Multi-tasking

Education

Associates degree in Computer Science

Business Management or related field

Tools

ServiceNow

ITSM Platforms

Job description

Location: You will have the flexibility to work fully remote.

Salary: $125,000 USD Annually

Insight at a Glance

• 14,000+ engaged teammate s globally
• #20on Fortune's World'sBest Workplaces list
• $9.2 billion in revenue
• Received 35+ industry and partner awards in the past year
• $1.4M+ total charitable contributions in 2023 by Insight globally

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organisations through complex digital decisions.

About the role

The Client Delivery Manager (CDM) represents the client engagement practice within Insight's Managed Services organization. The role seeks to provide a level of governance over operational delivery while aiming to unify the delivery experience across all Managed Service offerings.

The Client Delivery Manager is charged with 1) ensuring a positive client health score across all Managed Service offerings, 2) bridging gaps between contracted service entitlements and client's expectations for service delivery, 3) establishing/maintaining promotor level relationships with key client stakeholders, and 4) aligning individual service offerings into a unified, effective client experience. Primary responsibilities of the role:

• Awareness and comprehension of the Client Delivery Management methodology, entitlements, and technology solutions.
• Ensure delivery of all Managed Service entitlements to an assigned portfolio of Connected Workforce clientele.
• Awareness, reconciliation, and governance over consumption of contracted services and entitlements by the client
• Act as a virtual representative of Client Delivery Management supporting mid-market and commercial segment accounts
• Governance and tracking of Client Health regarding:
• Qualitative customer business assessments
• Escalation of service degradation to delivery leadership with participation/governance in the service mitigation and improvement process
• Monitoring of service level performance amongst all aligned Managed Service offerings within a client environment including validation of EOM results

Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.

What we're looking for

• Associates degree in Computer Science, Information Systems, Business Management or a related field Experience may be used in lieu of educational requirements.
• 5+ years of technical experience with at least 3 years involvement in a virtual based client support- role.
• Preferred experience within a managed services organization including awareness/comprehension of supported offerings, technologies, and toolsets
• Fundamentals background in ITSM processes and procedures
• Experience with ServiceNow, and/or ITSM/Client Management platforms required.
• Knowledge of Customer Experience, Journey Mapping, and Voice of the Customer programs preferred
• Ability to manage large portfolios of accounts on a virtual basis utilizing remote workplace toolsets.
• Advanced skills and experience in multi-tasking client management requirements and activities

What you can expect

We're legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include:

• Freedom to work from another location-even an international destination-for up to 30 consecutive calendar days per year.

Join us today, your ambITious journey starts here.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

At Insight, we celebrate diversity of skills and experience so even if you don't feel like your skills are a perfect match - we still want to hear from you!

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here .

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes:Chandler||Arizona (US-AZ)||United States (US)||Global Operations|| None||Remote||

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