Senior Service Delivery Manager

MedStar Health; New York (NY); Remote; USD 100,000 - 140,000; Full time

Job summary

A leading technology services company is seeking a Senior Service Delivery Manager to oversee the relationship between Presidio Managed Services and clients. This role involves managing multiple customer portfolios, ensuring service delivery aligns with client expectations, and maintaining strong communication channels. The ideal candidate will have extensive experience in IT service management and be adept at building relationships with clients and internal teams.

Qualifications

• 8-10 years' experience managing IT services customer relationships.
• Thorough understanding of ITIL v 3 Foundation Service Management.
• Effective verbal and written communication skills.

Responsibilities

• Manage customer relationships across six infrastructure portfolios.
• Ensure SLA/SLO agreements and documentation are maintained.
• Serve as escalation point for customer issues.

Skills

Communication

Organizational skills

Relationship building

Negotiation

Problem Management

Education

Bachelor's degree or equivalent work experience

Tools

MS Word

MS Excel

MS PowerPoint

Service Now

Prognosis

Nimsoft

Edge Portal

Jaspersoft

Job description

Description

Presidio, Where Teamwork and Innovation Shape the Future
AtPresidio, we're at the forefront of a global technology revolution, transforming industries throughcutting-edge digital solutions and next-generation AI. We empower businesses-and their customers-to achieve more through innovation, automation, and intelligent insights.

The Role
The Senior Service Delivery Manager has ownership of the relationship between Presidio Managed Services and a portfolio of our customers as well as with the associated regional Presidio account personnel. The Senior Service Delivery Manager is responsible for being the voice of both the customer to Presidio Managed Services Delivery and for Delivery to the customer. The Sr. Service Delivery Manager must ensure alignment of the services we are providing and associated 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 Sr. 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 and the associated Presidio teams and individuals through the SDE's pro-active and personable interactions.

Travel Requirements:

This role will be remote with up to 25% travel.

Responsibilities Include:

The Sr. Service Delivery Manager will manage the customer relationship across the six infrastructure portfolios:

• Network Services


• Data Center Services


• Security Services


• Workplace Services


• Service Management

Perform SDE function for Large, Complex, and High Touch Customer

• 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

• Escalation point person for the customer, delivery and other associated Presidio teams and vendor partners.


• If required, produce and maintain service improvement plans


• Add to the Weekly Operational reviews, Quarterly Business Performance reports, etc. with insight on areas of likely concern to the customer. Also add value by including 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


• Be the customer advocate for Presidio Managed Services communications that directly affect the customer

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 SDM and associated customer relationship


• Delivery leadership feedback on the 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 contract renewals

Required Skills and Professional Experience:

• Bachelor's degree or the equivalent work experience and/or military experience


• 8-10 years' experience managing IT services customer relationships


• Thorough understanding of ITIL v 3 Foundation Service Management


• Effective professional written and verbal communication using MS Word, MS Excel an MS PowerPoint


• Strong organizational skills


• Meticulous in the management of issues, risks and commitments


• Basic Presidio Managed Services tool usage, especially report generation (Service Now, Prognosis, Nimsoft, Edge Portal and Jaspersoft)


• Strong personal influence and negotiation skills


• Strong rapport and relationship building skills with both internal individuals and external customers. Must be an effective communicator in difficult customer situations


• Solid 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 any relevant technical certifications are a plus


• 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

Your future at Presidio
JoiningPresidiomeans stepping into aculture of trailblazers-thinkers, builders, and collaborators-who push the boundaries of what's possible. With our expertise inAI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.

Here,your impact is real.Whether you're harnessing the power ofGenerative AI, architecting resilientdigital ecosystems, or drivingdata-driven transformation, you'll be part of a team that is shaping the future.

Ready to innovate? Let's redefine what's next-together.

About Presidio
At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information, visit www.presidio.com.

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Applications will be accepted on a rolling basis.

Presidio 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, sexual orientation, gender identification or any other characteristic protected by applicable federal, state, and local statutes, regulations, and ordinances.

To read more about discrimination protections under Federal Law, please visit:https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.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 [e-mail] assistance.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to [e-mail].

Notice to Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our careers email address, Presidio employees or any other means. Presidio is not responsible for any fees related to unsolicited resumes/CVs.

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Qualifications

Behaviors

Team Player - Works well as a member of a group
Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well
Innovative - Consistently introduces new ideas and demonstrates original thinking

Motivations

Self-Starter - Inspired to perform without outside help
Ability to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization

Education

Technical/other training (preferred)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.