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Service Delivery Director
| Company | Ensono |
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| Location | Union City, NJ, USA |
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| Salary | $125000 – $200000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior, Expert or higher |
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Requirements
- 8+ years of IT Service Management experience in a client-facing role
- In-depth knowledge of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Middleware, or Networking- All Mainframe
- Client relationship management experience
- Operational ability in diverse, large-scale, multi-platform, outsourced environments
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Proficient understanding of ITIL (Information Technology Infrastructure Library) principles
- Demonstrated understanding of any of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking
- Willing to travel as required (e.g., client service reviews at client site)
Responsibilities
- Acts as a client advocate and a point of escalations for client service delivery needs.
- Assigned to key accounts with high profile client visibility.
- Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved.
- Provides guidance within Ensono’s operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met.
- Actively identifies, captures, and communicates operational risks, insights, opportunities, and efficiencies.
- Develops and executes improvement plans from discoveries.
- Partners with assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the client’s business outcomes.
- Educates the operational team in understanding how clients utilize Ensono services in support of their business.
- Provides technical support or training on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations.
- Builds relationships across the client’s organization to confirm the right level of participation across IT and the business to drive success and achieve the client’s outcomes.
- Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
- Uses operational health and KPIs to identify and communicate risks and insights to the client and Ensono senior leadership.
- Provides executive level communication for critical business impacting events, account updates, and service improvement plans.
- Delivers, executes, and monitors service improvement plans (SIP) across all Ensono operational delivery.
- Collaborates with the Client Engagement Executive (Sales) to build a strong account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client’s overall contractual relationship.
- Manages critical client issues/incidents via an ITSM based approach, communicating the client’s expectations, and ensuring coordination across the Ensono team to deliver.
- Assesses account performance through Ensono’s Client Health Dashboard and works across Ensono teams to manage client challenges and deliver high quality service to each client.
- Acts as a product advocate and provides guidance and recommendations to clients, strengthening the relationship as well as exceeding expectations.
- Establishes and leads operational meetings focused on ITSM governance and SLA adherence.
Preferred Qualifications
No preferred qualifications provided.
