Job Description

** Service Delivery Manager**

**Job Category****:** PMN **Requisition Number****:** SERVI006082 Showing 1 location **Job Details**

**Description**

**COME BUILD YOUR FUTURE WITH PRESIDIO!**

We know technology is the key to success in a connected world. The innovative solutions we provide our clients can unlock possibilities that transform their business. While technology permits that connection, technology without imagination and ingenuity cannot be effective. At Presidio, we know that its our people that make the connections happen.

You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading IT solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

**THE ROLE: Service Delivery Manager**

Presidio is seeking a Service Delivery Manager to join our team in **Orlando, FL**. The Service Delivery Manager will be responsible for managing the data lifecycle of all aspect of customer provisioning for Presidio Managed Services. This role will impact business both internally and externally with overall goals of increasing efficiency and effectiveness of the department thereby increasing customer satisfaction.

**Key Responsibilities:**

* 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:**

* 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 oral and written communication skills.

* Strong critical thinking, appropriate judgment, and logical decision-making skills.

* Effective resource tracking, instructing, and quality control analysis skills, to evaluate the quality of performance and take corrective action when necessary.

* Strong presentation skills with the ability to manage relationships by persuading and negotiating with others.

**Additional Desired Skills:**

* ITIL v3 or v4 is a plus

* PMP certification

* Technical background is preferred

**Education and Experience:**

* Bachelor's Degree or the equivalent work experience and/or military experience

* 4-6 years of previous experience in a similar type of role

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**ABOUT PRESIDIO**

***Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DE&I change process across all levels of the organization.*** ***Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements.***

Presidio is a leading global IT solutions provider assisting clients in harnessing technology innovation and simplifying IT complexity to digitally transform their businesses and drive return on IT investment. Our Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions enable our almost 7,000 middle market, enterprise, and government clients to take advantage of new digital revenue streams, omnichannel customer experience models, and the rich data insights generated by those interactions.

We serve as an extension of our clients IT teams, providing deep expertise and letting them focus on their core business. Within Presidios 40+ US offices and offices in Ireland, London, Singapore, and India, we support 2,800+ professionals, including 1,600 technical engineers. Presidio is a trusted advisor to our clients on a national level while also bringing our global scale and expertise to bear.

**For more information visit:**

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*Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.*

*To read more about discrimination protections under Federal Law, please visit:* *(Get Acrobat Reader)*

*If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to* *recruitment@presidio.com**for assistance.*

*Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to* *recruitment@presidio.com**.*

***RECRUITMENT AGENCIES PLEASE NOTE:***

Agencies/3rd Parties may not solicit to any employee of Presidio. Any candidate information received from any Agency/3rd Party will be considered a gift and property of Presidio, unless the Agency/3rd Party is an Authorized Vendor of Presidio with an up-to-date Presidio Contract in hand signed by Presidio Talent Acquisition. No payment will be made to any Agency/3rd Party who is not an Authorized Vendor, nor has specific approval in writing from Presidio Talent Acquisition to engage in recruitment efforts for Presidio.

***#LI-PH1***

***#CB***

**Skills**

**Dedicated****:** Devoted to a task or purpose with loyalty or integrity **Education**

**Experience**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor 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 informatio

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