SEIZE THE OPPORTUNITY TO BE A PART OF SOMETHING GREAT!

Presidio is on the leading edge of a technology-driven movement to transform the way business is done for our customers and our customers’ customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators, and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it’s our people that make the connections happen.

WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

THE ROLE: Service Delivery Manager

Job Summary:

As an internal Service Delivery Manager (SDM) with Presidio, you will oversee seamless service delivery to clients. This role is critical for ensuring services are delivered efficiently, meet customer expectations, and align with service level agreements (SLAs). The SDM is the main point of contact between Presidio and the client, ensuring that all aspects of service delivery are managed effectively. The SDM is pivotal in bridging the gap between technical teams and clients, ensuring that Presidio services are delivered effectively, efficiently, and aligned with business objectives.

Travel Requirements:

This role will be required to be onsite in/around the Irving, TX area.  You will be expected to travel up to 5% in this role.

Job Responsibilities:

Manage the client relationship

Maintain strong relationships with clients, understand their needs, collect their feedback, advocate for the client, and ensure Presidio services align with their business goals. Manage client expectations and ensure high levels of customer satisfaction. Own responsibility for maintaining service data accuracy for the client through comprehensive documentation, formal change control, and diligent ITSM/CMDB management. Be on-call for critical issues and work outside regular business hours when necessary.

Coordinate purchased services

Onboard new clients and add additional services as purchased. Oversee multiple projects and coordinate resources, timelines, and deliverables while mitigating risk. Ensure that projects are completed on time while meeting all contractual requirements.

Monitor service performance

Manage service level agreements (SLAs) and ensure compliance. Monitor, analyze, and report service quality and performance metrics; track key performance indicators (KPIs), and address any issues by data-driven analysis. Deliver regular communication and updates to clients about service delivery performance.

Manage the assigned budget for the services provided

Ensure accurate and timely billing of purchased services. Help clients plan for long-term IT needs and identify opportunities for expanding contracts or introducing new services.

Promote continuous improvement of the services provided

Evaluate processes to identify opportunities for automation and improvement. Drive initiatives to increase efficiency in service delivery operations, streamline workflows, minimize downtime, and increase customer satisfaction.

Lead the team providing services

Lead and motivate teams, foster a positive working environment, and ensure high performance. Provide technical oversight and ensure consistent quality. Delegate tasks, set goals, and assess team performance based on objective data.

Assist with incident and problem management

Monitor and ensure the client is satisfied with Incident Management. Lead Problem Management.

Required Skills:

Leadership skills Develop consensus and secure agreement Guide teams and promote unity of purpose and collaboration Recognize success, identify and correct issues Collaborate with peers and internal teams to achieve success for Presidio and the client Communication and interpersonal skills: Active listening and accurate capture of content and intent Conflict resolution (de-escalation, managing differences) Coordinate and maintain effective communication channels Ability to be clear, concise, and confident in written and spoken communications Positive outlook, service-oriented, persistent, helpful, can-do attitude and patient Project Management Skills Oversee multiple projects/initiatives simultaneously Develop accurate plans (correct level of effort, dependencies, risk mitigation plan) Maintain accountability Analytical Skills Monitor data and identify KPIs, trends, and exceptions Distill facts, reduce noise/uncertainty, and extract meaning Analyze issues/problems, including the review of root cause Analyze processes to evaluate effectiveness, identify inefficiency, reduce risk, and simplify Financial Acumen Monitor budgets, analyze variances, and develop realistic plans Understanding of standard costing, margins, and modeling IT Management Skills ITIL literacy, including change control, event/incident/problem management Datacenter operations literacy Understanding of SecOps IT Technology Literacy Understanding of physical and virtual infrastructure (including compute, storage, and especially network technologies), cloud services, IP telephony, Unified Communications, video conferencing Staying updated on industry trends to offer clients innovative solutions and services that enhance their business. Contract Management Literacy Contract terminology, Statement of Work structure, amendment and renewal processes Hands-on Technical Skills Familiarity with observability/infrastructure monitoring platforms such as LogicMonitor and the ability to adapt/build client dashboards using the platform Competency with ServiceNow, Office365, PowerBI, SharePoint, and WebEx

Additional Desired Skills:

Deeper networking knowledge and skills, including experience with the Meraki portal Salesforce and GUIDEcx experience ITIL Foundation Certification Project Management Professional (PMP) or similar certification

Education and Experience:

Bachelor’s degree or the equivalent work experience or military experience 10 years of increasing responsibility and experience in Information Technology across multiple disciplines, leading to a leadership role in service delivery.

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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 global digital services and solutions provider accelerating business transformation through secured technology modernization. Highly skilled teams of engineers and solutions architects with deep expertise across cloud, security, networking and modern data center infrastructure help customers acquire, deploy and operate technology that delivers impactful business outcomes. Presidio is a trusted strategic advisor with a flexible full life cycle model of professional, managed, and support and staffing services to help execute, secure, operationalize and maintain technology solutions. We serve as an extension of our clients’ IT teams, providing deep expertise and letting them focus on their core business. Presidio operates in 40+ US offices and offices in Ireland, London, Singapore, and India.

For more information visit: http://www.presidio.com

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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: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

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.

 

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