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
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 cust