Service Delivery Manager

At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things!  We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation.

We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose.

About the role and what you'll be doing: 

The Service Delivery Manager (SDM) possesses strong IT service knowledge, adept in bringing efficiencies and improvements to disparate processes and systems. A successful SDM leads through influence, breaks down silos, and manages competing priorities. The SDM must be an impeccable communicator that can effectively adapt to their audiences and is a Relentless Ally for the client. The SDM will be responsible for working in partnership with higher level SDM’s on critical large accounts, or independently responsible for managing mid-large accounts (can be multiple accounts)

Primary Responsibilities: 

• Acts as a client advocate and a point of escalations for client service delivery needs.
• Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensono’s’ operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met.
• Actively identifies, captures, and communicates operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries.
• Works with the assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the client’s business outcomes. This may include analyzing the health/wellness of the client’s environment, data on incidents/SLAs. 
• Educates the operational team in understanding how clients utilize Ensono services in support of their business.
• Provides guidance on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations. 
• Supports relationships across the client’s organization to confirm the right level of participation across IT and the business to drive success and achieve the client’s outcomes. 
• Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
• Provides communications for critical business impacting events, account updates, and service improvement plans.
• Collaborates with the Client Engagement Team (Sales) to build a strong account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client’s overall contractual relationship.
• Supports the management of critical client issues/incidents via an ITSM based approach, communicating the client’s expectations, and ensuring coordination across the Ensono team to deliver. 
• Assesses account performance through Ensono’s Client Health Dashboard and works across Ensono teams to manage client challenges and deliver high quality service to each client.
• Establishes and participates in leading operational meetings focused on ITSM governance and SLA adherence.

We want all new Associates to succeed in their roles at Ensono. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply. 

Required Qualifications

• 3+ years of IT Service Management experience in a client-facing role
  • Client relationship management experience
• Operational ability in diverse, large-scale, multi-platform, outsourced environments
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Proficient understanding of ITIL (Information Technology Infrastructure Library) principles
• Demonstrated understanding of any of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking, emphasis