Senior Service Delivery Manager

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

The Role 
As a Sr. Service Delivery Manager at Presidio, you will have ownership of the relationship between Presidio Managed Services and a portfolio of our customers as well as with the associated regional Presidio account personnel.  You will be responsible for being the voice of both the customer to Presidio Managed Services Delivery and for Delivery to the customer.  You will 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.

Travel Requirements:

This is a remote role based within the Continental US.  Required travel will be 5%.

Responsibilities Include:

• Manages client satisfaction in the delivery of IT services, ensures profit objectives are met, directs an on-going strategic plan for the account. Provides the client a primary point of contact within Presidio and has the responsibility and authority for deployment of resources to support the client from all Presidio business units 
• Provides leadership to the account team. Ensures that the team understands and delivers the unique value proposition (competitive advantage, financial achievement, etc.) that Presidio has sold to the client 
• Provides management and technical direction to multiple complex service delivery projects within the account. Assumes responsibility for all aspects of account performance (technical, contractual, administrative, and financial). Facilitates successful integration, sets the account vision, communicates sense of core purpose, manages change, and builds a culture open to industry changes 
• May lead business development teams in identifying new business opportunities for Presidio and managing the sales cycle from start to finish, particularly in add-on business to existing accounts 
• Leverages existing client relationships to develop follow-on business to increase the revenue stream 
• Manages a team of Project Management professionals in the provisioning of customers for Presidio Managed Service offering 
• Manages all client deliverables with the Project Management team 
• Works with other Managed Services departments to maintain and improve customer SLA metrics 
• Manages customer satisfaction for high touch customers and customer escalations.
• Meets agreed upon client deliverable schedules and manage client expectations 
• Manages appropriate internal and external resources to meet set deadlines 
• Refines as necessary-procedures, diagrams and documentation processes 
• Facilitates customer meetings and teleconferences 
• Maintains active communication internally and externally 
• Manages multiple projects 
• Measures success on maintaining high degree of customer satisfaction      

Required Skills and Professional Experience

• Bachelor’s degree or equivalent work experience and/or military experience
• 8+ years of experience managing IT services customer relationships
• US Citizen for Security Clearance
• Thorough understanding of ITIL v 3 Foundation Service Management
• 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
• Knowledge of administration and management principles, specifically in; planning, resource allocation, and coordination of people and resources 
• Strong customer service, interpersonal, and active listening skills 
• Operative active learning skills to understand the implications of new information for both current and future problem-solving and decision-making 
• Advanced project management, time management, and coordination skills to plan, organize, staff, and assist in the overall direction of the department 
• Excellent or