Service Delivery Manager

Zones; Carol Stream (IL); Presencial; USD 153.000 - 187.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental and vision coverage

Life insurance

Disability insurance

Voluntary accident

Hospitalization

Critical illness insurance

401(k) plan with matching

Paid time off and personal sick leave

Many more

Descripción de la vacante

Zones, LLC is seeking a Service Delivery Manager to lead large, enterprise-wide managed services engagements and to develop strong C-level partnerships with global and enterprise clients.

You will plan, manage, and execute multiple engagements, translate requirements into formal solutions, and drive client reporting and governance to deliver world-class customer experiences.

Formación

• Bachelor’s Degree and a minimum of 10 years’ experience with Service Delivery, Project Management or business consulting.
• Exceptional communication skills and experience working with executives and C-level stakeholders.
• Knowledge of PMBOK including risk management, change order management, performance measurements and project/people management.
• Extensive experience in managing large long-term Managed Services engagements with profitability and client satisfaction; ITIL V3/4 preferred.
• Ability to manage multiple priorities while staying aligned to project objectives.
• Leadership across client enterprise to influence goals and coordinate multiple project environments.

Responsabilidades

• Lead large, complex, enterprise-wide projects & managed services engagements through all project lifecycle phases.
• Build and maintain strong client relationships at all levels, including C-level.
• Meet revenue, profit, and growth objectives and improve overall customer satisfaction.
• Establish relationships and communications across the organization.
• Plan and manage resource allocation, scheduling, and utilization.
• Prepare reports for upper management on project performance and financial status.
• Be the liaison between Zones and customers for meetings.
• Travel to customer sites as required.

Conocimientos

Executive communication

Project leadership

PMBOK knowledge

PMP Certification

Client relationships

Risk management

Educación

Bachelor’s Degree

MBA preferred

Herramientas

Microsoft Word

Excel

PowerPoint

Outlook

MS Project

Descripción del empleo

Description

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview:

The Service Delivery Manager‘s role is to develop and manage partnerships with global and enterprise clients and manage the daily implementation of these partnerships to address customer challenges. You will be responsible for planning, managing, and executing multiple Managed Services Engagement as well as daily project initiatives that create and add to client-facing technology solutions to deliver world-class customer experience and broaden our capabilities in the utility market.

This position will workhand in hand with sales leads, our solution sales team, and our internal Center of Excellence as well as serve as the lead Zones customer facing contact for your specific Managed Services customers. You will proactively work with clients to identify their business objectives, priorities, direction, and critical success factors. You will apply this knowledge to establish and implement an effective Account Strategy. You will be responsible for translating customer requirements into formal agreements, establishing and documenting specific solutions, and leading client reporting and interaction of documented requirements.

What you will do as the Service Delivery Manager:

The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

• Lead large, complex, enterprise-wide projects & managed services engagements through all project lifecycle phases.
• Responsible for building and maintaining strong client relationships at all levels, including C-level, with the objective of being a trusted business partner.
• Accountable for meeting revenue, profit, and growth objectives and for improving overall customer satisfaction targets.
• Establish and maintain relationships and communications at all levels of the organization.
• Optimization of resource allocation, scheduling, and utilization.
• Support senior executives across business lines in strategic analysis, project scoping and approach definition.
• Prepare reports for upper management regarding project performance and financial status.
• Plan and facilitate internal and client facing team meetings, working sessions and communicate output of such.
• Identification of risks, and development/facilitation of risk mitigation actions.
• Development and facilitation of change management plans/actions.
• Be the liaison between Zones and our customers for business, technical, and other project team meetings.
• Serve as escalation point for issues beyond project team authority; resolves conflicts involving scheduling, resources, or technical issues.
• Communicate with clients to assess satisfaction levels with products and services.
• Participates in customer meetings as sales support to develop new and grow existing business opportunities.
• Responsible for overall project management, including all phases of PMI project management concepts: Project Integration, Scope, Time Cost, Quality, Resources, Communications, Risk and Procurement. Set and continually manage project expectations with team members and other stakeholders.
• Develop and implement systems and processes to support meeting client SLAs.
• Train, mentor and coach subordinates and peers to deliver services and projects based on industry methodology and accepted best practices.
• Manage IT Service Levels and Operational Requests from the Customer.
• Travel to customer sites as required.

What you will bring to the team:

• Bachelor’s Degree and a minimum of 10 years’ experience with Service Delivery, Project Management or business consulting, MBA preferred, or equivalent education, training or experience preferred.
• Exceptional communication skills and experience working with executives and C-level stakeholders.
• Demonstratedknowledge of PMBOK, including risk management, change order management, performance measurements, financial and qualitative analysis, and project/people management.
• Extensive experience in managing large long-term Managed Services engagements, managing profitability, and successfully meeting the client's expectations and goals. ITIL V3 or 4 certifications preferred
• Ability to manage multiple priorities while staying aligned to the project objectives.
• Leadership skills that would be applied across the client enterprise and across multiple prosjekt environments, to influence client's expectations and goals.
• Experience with business transformation and change management.
• Experience and success in managing service level agreements with penalties.
• Experience successfully collaborating in a pre-sales environment with technical resources.
• Demonstrated ability to translate technical requirements into a detailed quote or Statement of Work.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to implement effective personnel/project risk management and safety strategies.
• Ability to work and adapt to change in a fast-paced environment.
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook and Project.
• Must have skills in five key general management areas of client relationship management, consultative selling, financial / business management, portfolio / project management and team management and are usually the primary focal point for all activities on a large complex contract.
• PMP Certification.
• Knowledge of and experience in all areas of Datacenter, Network, Servers, Storage, backup, etc preferred.
• Experience coordinating sub-contracted vendors and offshore teams.

Qualified candidates can expect a salary range up to $170,000

Zones offers a comprehensive Benefits package

• medical, dental and vision coverage
• life insurance
• disability insurance
• voluntary accident
• hospitalization
• critical illness insurance options
• 401(k) plan with matching provision
• paid time off and personal sick leave in compliance to individual state requirements
• many more

At Zones, work is more than a job – it is an exciting career on a global team that is client centric, has a passion for technology, embraces change and lifelong learning in a collaborative culture. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

Zones participates in E-Verify. E-Verify is a system that compares information from a team member’s Form I-9 to federal records to confirm their eligibility to work in the United States.