Job details
Job type full-time
Full job description
Service delivery manager
Chicago, il or greater midwest area
Our team has an exciting opportunity for a service delivery manager based in our downtown chicago office or remote! if you are inspired by the opportunity to work with the latest technology and innovations and want to work on a team that that does the right thing even when it is hard, we encourage you to apply today!
Ascend technologies (https://teamascend.com/) enables business growth with innovation and technologyWe help clients make it investments with confidence, eliminate threats, meet the needs of the business and optimize user productivityOur team (of over 240) are growing together because every day we focus on what`s important: supporting our clients and each other.
If you are inspired by the opportunity to join us, please read on and apply below.
Your day-to-day as a service delivery manager:
Client delivery
Develop consistent long-term partnerships with customers to ensure mutual success and value realization
Day-to-day management of technically complex and demanding customer accounts
Understand short and long-term customer goals and objectives and recommend additional technical solutions and/or ascend services
Assist the support team in modifying and executing an overarching support strategy
Regularly communicate with assigned accounts, including weekly status and ad-hoc meetings/calls, to set expectations and negotiate priorities appropriately
Accountability of delivering against agreed upon service levels agreements and overall service delivery of operational activities.
Management of client issues, including timely resolution and the identification of remediation opportunitiesManagement and coordination of technical resources during an outage and coordination of proactive maintenance.
Identify and resolve systemic issues to prevent them from repeating
Manage, communicate and report on project and issue resolution status to stakeholders, including c-level executivesThis includes weekly status reports and development of a monthly report focused on overall service (number of tickets, status of tickets, slas for response and resolution, availability of infrastructure, etc.).
Effectively interact with, mentor and manage teams of analysts and engineers to ensure all client service levels are maintained and client projects are completed on time and budget
Understand the underlying technologies being used on a client and/or project to be able to provide project management over technical implementation projects.
Point of escalation for client management
Create and manage account plans for managing all aspects of key clients
Provide strategic advisory services, understand client business goals and think innovatively about solutions and new approaches
Practice development
Identify strengths and issues; drive and develop better behavior to create strong analysts and engineers
Participate actively in the recruiting process
Drive the development/enhancement of ascend methodologies, processes and approaches to client delivery
Coach and manage analysts and engineers and actively participate in the performance expectation process
Business development
Understand business needs and requirements of existing clients and help turn those goals into projects and detailed proposals
Creating work plans, pricing estimates, and risk assessments for prospects
Assisting with positioning other ascend capabilities to existing clients
Actively build a professional network and affiliate network in the local community
Your skills & experience:
Bachelor of science in computer science, mis, business or similar degree
6 + total years of progressively responsible roles relating to technical services and client-facing in the consulting or managed services industry
2+ years as a client-facing manager in the consulting or managed services industry
Strong project management methodology background, including schedule, scope, issue and risk management experience, change management, strategic planning and analysis
Must have experience managing a variety of teams, including small engagements as well as large initiativesShould have experience estimating project work and cost
Must have a desire and to develop new business and manage client relationships
Has experience or proficiency with finance and technology projects and has “been there, done that” experience
Strong analytical, problem solving, and quality experience
Excellent organizational, verbal and written communication skills
Passion for client service and creating great client experiences, with an attitude of “going above and beyond” to exceed expectations
Strong communication skills to be able to work with clients and present to c-level executives
Experience in developing work plans, project scopes, pricing estimates, and presentations to be able to assist in selling work to clients
Must have firm understanding of infrastructure and application development technologies, including microsoft operating systems, o365, vmware and citrix virtualization technologies, networking knowledge, storage and backup solutions, anti-virus programs and experience supporting custom third-party applications
Thoroughly and accurately understand issues and analyze the problem in a systemic fashion.
This is a full-time position within standard business hours monday - fridayWe provide our team a generous benefits packageWe offer medical (blue cross of il), dental, vision, life & disability insurance, flexible spending accounts, voluntary accident and illness coverage, legal services, and 401k w/employer matchAscend also extends a flexible time off policy to provide employees a healthy balance of life`s demands.
Ascend technologies is an equal opportunity employerWe believe prosperity is driven by the diversity of our employeesWe celebrate authenticity and provide a safe and inclusive environment for allWe look forward to reviewing your application and thank you so much for your interest in our company.
Thank you,
Victor kelly
Ascend technologies, human resources manager
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