Service Delivery Manager at Fairweather in Gaithersburg, MD

Overview

JOB SUMMARY: The Service Delivery Manager position is responsible for delivering our IT managed services to a portfolio of client accounts with the support of a cross-functional team. This role involves helping designDATA safeguard our revenue, retain our clients, grow our accounts, and spearhead projects to modernize client infrastructure.

Responsibilities

ESSENTIAL FUNCTIONS:

Account Management

• Manage 8 to 12 client accounts with the support of a dedicated cross functional team.
• Drive contract renewal and project sales activities within assigned accounts to meet service renewal and expansion targets, to include cultivating leads and generating and presenting proposals.
• Motivate clients to adopt designDATA infrastructure and IT offerings.
• Analyze clients’ environments and needs regularly to identify new sales opportunities.
• Meet with clients regularly to ensure satisfaction with our services.
• Establish and maintain key relationships with our clients.
• Obtain, evaluate, and select quotes from vendors and partners to meet client needs.
• Ensure both the company and clients adhere to contract terms.
• Plan and organize daily activities related to operations and customer service.
• Coordinate and manage client equipment acquisition and scheduled maintenance.
• Act as the client's authorized representative as needed for other technology vendors.

Customer Service

• Communicate and escalate issues as needed with the senior leadership team.
• Act as the point of contact for client concerns and escalate issues appropriately.
• Identify and promote opportunities to improve our processes and service delivery.
• Schedule client maintenance periods and downtime with the client and designDATA.
• Act as Incident Manager for issues affecting clients during regular business hours.
• Participate in the On-Call Operations Manager rotation for after-hours incidents.
• Client Documentation to enhance optimal service efficiency.
• Client Health Management.
• Client Retention and Contract Renewals to maintain MRR.
• CBR process adherence and Improvements.
• Client Meeting adherence and Improvements.

Project Management

• Meet with internal subject matter experts and resource managers to plan and staff projects.
• Keep clients informed, manage their expectations, and drive delivery of their dependencies.
• Keep our leadership team informed of project status, including new risks and needs.
• Manage project pipeline and assigned quota.

Qualifications

KNOWLEDGE, SKILLS & ABILITIES:

• Bachelor’s degree preferably in information technology management or related field.
• 3+ years of progressive IT experience.
• IT management and/or supervisory experience desired but not required.
• Proven track record managing a diverse technology group in a fast-paced and customer- focused team environment.
• Outstanding ability to work both independently and within a team environment.
• Outstanding communications and customer relations skills.
• Excellent documentation management skills.
• Strong and diverse technical skills with a willingness to be hands on as needed.
• Proven ability to communicate with both end users and executives.
• Willingness to go “above and beyond” to exceed customer expectations.
• Effective client-facing interpersonal skills; comfortable and effective at acting as a liaison between multiple technology groups.
• Tailors’ communication appropriately within the team, the company, and clients.
• Exceptional analytical and problem-solving skills.
• Works well under stress, pressure, and deadlines.
• Thrives on working well with clients and provides exceptional service.
• Well-organized, self-directed team player.
• High level of proficiency with Microsoft software, and a desire to learn about cloud and computer networks.
• Certifications (desired but not required): Microsoft, PMP, ISC2, and CompTIA, ITIL certifications.

**WORKING ENVIRONMENT:**The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities. Travel will be required to participate in events or meet with clients and are typically day trips in nature.

REASONABLE ACCOMODATION: It is design DATA, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

PREFERENCE STATEMENT: design Data, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

PAY TRANSPARENCY STATEMENT: design Data, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor’s legal duty to furnish information.

We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available https://www.eeoc.gov/poster. For questions on the job posting contact (781) 312-8005.

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at hr@doyontechgroup.com.