Overview
• HYBRID REMOTE opportunity for candidates geographically located in the Northeast United States (PA, NJ, NY, New England). Candidates MUST be local to this geography ... As a Service Delivery Manager (SDM), you will be accountable for managing Managed Services delivery to customer accounts, within a defined area of the ePlus customer base. You will be responsible for the overall service relationship including promoting the continuous improvement of productivity, service quality and customer satisfaction.
Responsibilities
• HYBRID REMOTE opportunity for candidates geographically located in the Northeast United States (PA, NJ, NY, New England). Candidates MUST be local to this geography.
Job Responsibilities:
• In conjunction with MSC Operations staff, facilitate service to ePlus’ customers that meets the contracted Service Level Agreement (SLA)
• Manage continuous improvement, focusing on improving resilience and customer service, revenue collection, cost, customer account revenue and customer satisfaction objectives
• Lead and deliver formal work programs, in line with business and customer requirements
• Achieve productivity improvements, ensuring information systems and review structures are effectively utilized
• Develop strong relationships and teams, both internally and externally
• Provide expert problem management support for difficult customer issues, including root cause analysis and a plan of corrective action
• Take ownership of the customer experience for delivery of managed services for all assigned clients
• Facilitate the internal handoff process for delivery of non-managed services
• Provide data for account reconciliation (change orders/true ups), on a quarterly basis
• Serve as a host and main point-of-contact for clients during the onboarding process
• Host go-live meetings with new customers
• Deliver signed start of service letters for billing
• Maximize account growth and up-sell opportunities within existing account base
• Provide necessary data in support of quotes and contracting of change orders
• Host regular face-customer meetings to ensure alignment and customer satisfaction:
• Regular voice and video communications at least every 1-2 weeks
• Motivate and mentor team members
Your Corporate Responsibilities:
Internal Control responsibilities vary by role and are subject to change. Please discuss your individual internal control responsibilities with your immediate supervisor on a regular basis.
• Handle confidential matters and information professionally
• Conduct business in a professional, competent and ethical manner
• Adhere to corporate policies and procedures
Job Knowledge/Skills:
• Able to work both independently and as part of a fast-paced team
• Strong people management and communication skills
• Strong client-focus and high-level customer service expertise
• Demonstrate depth of operational service delivery management expertise
• Strong focus on customer and employee development
• Systems and IT literate, including Networking, Business Communications, Security, Wireless, SAN and Server Management support, etc.
Education and Experience:
• Relevant degree and/or professional qualifications
• ITIL v. 3 Foundations of Service Management
• Minimum 3- 5 years of experience in a client-facing position
• Previous experience working with or for an IT managed services organization / company
• CCNA is a plus, but not required
Position Specifics:
The base salary range for this position at commencement of employment is expected to be between $40,000 and $80,000 annually; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. ePlus Benefits highlights can be viewed here.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Physical Requirements of the Position:
Ability of finger dexterity to be used primarily to make small movements such as typing, picking up small objects or pinching fingers together. Movements frequently and regularly required using the wrists, hands and / or fingers. Speech ability must be at a level where one must convey detailed or important instructions or ideas accurately, loudly or quickly. Hearing ability must be at a level to hear average or normal conversations and receive ordinary information. Visual ability must be average with ordinary visual acuity necessary to prepare or inspect documents or products, or operate machinery. Physical strength for sedentary work with sitting most of the time. May have to exert or lift up to 10 – 20 pounds of force occasionally.
ePlus is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ePlus promotes affirmative action for minorities, women, disabled persons, and veterans.
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