Associate 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
Presidio Associate Service Delivery Manager will ensure alignment of the services we are providing and maintain 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. You will be 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 Associate Service Delivery Manager’s proactive and personable interactions. 

Travel Requirements:

This is a remote role (located within the Continental US) with associated travel of 5%.

Responsibilities Include:

The Associate 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 Associate Service Delivery Manager’s proactive and personable interactions. The Associate Service Delivery Manager will manage the customer relationship across the six infrastructure portfolios: Network Services, Collaboration, Data Center Services, Security Services, Workplace Services and Service Management. 

• Perform Associate Service Delivery Manager functions for small to medium size clients, or larger revenue clients with low touch service delivery requirements. In addition, the Associate Service Delivery Manager may be tasked to provide support to clients that are assigned to the Service Delivery Support pool, Regional Lead, or Director of their Region.
• Review client SLA/SLO agreements as well as contracted scope commitments. Escalate 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 improvement actions are being developed and executed until completion.
• Develop and maintain customized communication plans for each customer. Specific deliverables to include, but are not limited to the following:
  • Meeting Agendas o Meeting Minutes
  • Task Tracking
  • Escalation Tracking
  • Renewal Tracking
  • Financial tracking
• If required, produce and maintain service improvement plans.
• Initiate and drive the development of Incident Reviews as required.
• Be the escalation point person for the customer, delivery and other associated Presidio teams and vendor partners.
• Confirm that we are delivering a client experience that is consistent with our service culture.

Required Skills and Professional Experience:  

• Bachelor’s degree or the equivalent work experience and/or military experience
• 1-3 years of professional experience (internship, etc.)
• Strong relationship building skills
• Strong rapport and relationship building skills with both internal individuals and external customers; must be an effective communicator in difficult customer situations
• Effective professional written and verbal communication using MS Word, MS Excel an MS PowerPoint
• Strong organizational skills
• Ability to multitask and work independent
• 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

Additional Desired Skills:

• Experience within an IT environment or technology-based industry
• Experience with Service Now or another Incident Management system