Summary: The Senior Service Delivery Manager (SDM) role is to enhance customer satisfaction by ensuring effective service delivery, drive revenue and margin growth, build effective senior level relationships, and be an advocate within Bell Techlogix for the account(s) assigned. The Senior SDM serves as an escalation point for issues related to current services and is accountable for improvement opportunities, cost savings initiatives, and account growth/profitability.
Essential Functions:
- Build, develop, and maintain effective partnerships with c-suite and senior level employees across their client(s)
- Drives the governance process/structure that has been agreed between the client and Bell Techlogix
- Leads all client weekly, monthly, and quarterly review sessions
- Ensures that we are meeting/exceeding all service level agreements (SLAs) and key performance indicators (KPIs) across the client(s) and develops and drives improvement plans for those metrics being missed
- Implements a formal automation strategy with assistance from the Tower leaders to ensure continuous process improvements to improve service quality and profitability
- Responsible for account profitability management as related to the tower operations
- Serves as the primary internal account contact for the various tower operations teams
- Leads collaborates with service delivery teams to ensure customer satisfaction and service level attainment, while meeting financial goals
- Provides a single point-of-contact for day-to-day tower activities, including service issues and questions
- Participates in capacity/demand planning sessions
- Collaborates with other Bell Techlogix groups in handling and responding to client issues, account problem analysis, and making requested service improvements
- Collaborates with training and quality to trend top issues by client and create knowledge improvement checks to improve service
- Serves as a strategic advisor, guiding clients in developing and executing their technology strategy.
- Accountable for account SLA attainment
- Drives overall client satisfaction across client(s)
- Works with leadership to ensure appropriate staffing needs for new work or reduced work on the account as needed
- Works across service towers with operations leadership to ensure appropriate staffing needs for new or reduced work by account are current and provides input in changes coming from the account that could impact scheduling, staffing, and overall workforce management
- Responsible for driving productivity and efficiency measures through tower leadership
- Acts as primary point of contact for the tower(s) to the client
- Supports the leadership team in the management of tower service performance
- Responsible for driving opportunities within the client organization including process improvement and additional service lines
Required Education and Experience:
- Bachelor’s Degree in Business, CIS or some college with 3-5 years of IT infrastructure experience and 3-5 years in an account management role
- At least 5 years managing the service delivery and financials of a mid-size or large account(s) in a client facing role
- Previous account management experience while working across a matrixed organization
- Excellent command of Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, Project, and various internet browsers.
Preferred Education, Knowledge, and Experience:
- Experience working within an ITO service desk and infrastructure services.
- Advanced/Expert ITIL certifications
- Experience working with ServiceNow platform
Required Skills and Abilities:
- Ability to work independently
- Flexible/adaptable approach to work
- Strong written and verbal communication skills
- Proven experience with all levels of management, staff, clients, and vendors
- Excellent customer service, problem solving and conflict resolution skills
- Proven team player with outstanding interpersonal and communication (written and oral) skills
- Exceptional analytical and process development skills
- Ability to motivate others to perform above normal expectations
- Ability to manage multiple issues at one time with exceptional follow through
- Must be able to travel; 30% to 50% at peak
Conditions of Employment:
- Must pass post-offer (pre-employment) background check and pre-employment drug test.
- Must be onsite downtown Indianapolis 5 days a week
