Enterprise Service Delivery Manager

Summary

Join Dataprise as an Enterprise Service Delivery Manager (ESDM) and oversee the delivery of services to clients, ensuring optimal customer experience and satisfaction. Proactively manage customer expectations, identify improvement opportunities, and provide technical guidance. The ESDM will manage service delivery issues, escalate technical problems, and report to internal and external stakeholders. This role requires strong IT Managed Services experience, exceptional customer service, and teamwork. You will partner with an Account Manager to advise clients on technology solutions and manage daily operations. Dataprise offers a comprehensive benefits package, including competitive pay, health insurance, paid time off, remote work options, and professional development opportunities.

Requirements

• 7+ years proven experience in technical operations management of multi-faceted delivery team(s)
• 5+ years of experience as an Operations Support Manager or Director of IT for mid-market size organizations
• 2+ years providing technical or IT strategic consulting services
• Strong understanding and experience in operating within IT Service Management and IT Governance frameworks such as ITIL 4.0
• Experience managing financials and developing ROI strategies
• Strong strategic thinking skills, business acumen, creativity, and passion for providing high level strategic consulting to an assigned set of corporate and enterprise clients
• Excellent client facing skills and a drive to provide outstanding service and support
• Well versed in stakeholder management with an ability to get the right recommendations into the right hands to ensure timely completion and get executive buy-in
• Excellent communication (verbal and written), interpersonal, business management, time management, and developmental skills
• Strong multi-tasking skills to be able to manage multiple priorities at once and resolve conflict in a fast-paced environment

Responsibilities

• Ensure optimal service delivery and customer satisfaction for an assigned set of Dataprise clients
• Own customer outcomes delivery, including the full lifecycle from onboarding to service operations, by understanding the customers’ success criteria and issues
• Analyze and understand customer technical, business, and organizational requirements and build that into a customer engagement strategy
• Utilize consultative skills and understanding of technology to explain Dataprise solutions
• Collaborate with operational delivery teams to ensure agreed upon Service Level Agreements are met
• Assist in the selection and training of new team members
• Work closely with other departments at Dataprise to take feedback from the customer and/or Account Manager to improve service delivery
• Validate and track the value delivered and expected outcomes of the Dataprise solutions
• Perform regular risk and trend analysis to help customers identify and mitigate any risks associated with their technology
• Collaborate with Dataprise partners during the service lifecycle and in delivering joint customer engagements
• Work with the Account Manager to document and provide executive summary reporting to customers highlighting the work assessed during a given period of performance (monthly, quarterly, annually, etc.)
• Responsible for the profitability of assigned accounts

Preferred Qualifications

• ITIL Strategic Leader, Six Sigma Green/Black Belt, or Agile Leadership certification preferred
• Undergraduate or higher degree in Computer Science or business disciplines preferred

Benefits

• Hybrid and remote work options
• 10 paid holidays and generous PTO
• Competitive pay and a comprehensive benefits package including top-quality medical, dental, and vision coverage for you and your family + FREE telemedicine benefits, company-paid Employee Assistance Program (EAP), and 401(k) with company match
• Career growth opportunities through internal movement and through continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees
• Comprehensive Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities