Senior Service Delivery Manager
Position Description
The position of Senior Service Delivery Manager (SDM) is part of the Client Success (CS) organization which has end-to-end accountability for the client relationship.
The Senior SDM understands all contracted scope, performance levels (SLO/SLA), service offerings and capabilities, which enables them to assist the client in maximizing the value of Centrilogic’s business model and solution delivery organizations. They utilize IT service management, relationship management and project management principles, as well as administrative resources, tools, and processes to perform their responsibilities.
This position is also one of leadership and mentorship to all Service Delivery Managers on the team. Assisting the Director, Service Delivery in establishing effective processes and tools to aid in the tracking of team goals and using extensive experience to establish excellent interactions with other teams such as Sales, Operations, PMO, Professional Services and others.
The Senior SDM brings a high sense of urgency, in the understanding that our client’s success is our guiding principle.
The role manages a dynamic set of top accounts primarily from the highest touch, strategic or complex set of accounts, by essentially carrying out duties pertaining to the following business functions:
Engagement Governance
- and maintain strong relationships with clients at both operational and managerial levels.
- a deep understanding of each client’s business, organization and objectives.
- within a multi-vendor eco-system and build working relationships with potential competitor organizations.
- customer’s service obligations as per their MSA/SOWs/contracts to support effective delivery, ongoing management, issue escalation, and financial processes (invoicing)
- the delivery of all service deliverables is in accordance with the terms and conditions of the Managed Services contract.
- as the client advocate for all matters relating to Managed Services delivery.
- alignment with technical operations team’s delivery by providing context and client perspective.
- role in onboarding of new clients. Responsible for onboarding of new services for an existing client.
- Lead key service-related communications with the client, in partnership with Service/Ops/Account teams.
- Provide guidance, manage expectations and, at times, push-back on client requests with support from CSM and/or Ops leadership.
Client Health Monitoring and Run State Assessment
- and evaluate customer satisfaction (CSAT) and coordinate necessary actions to achieve desired outcomes.
- to monitoring, proactively assessing client retention risk, and raising awareness internally.
- Assist operations in developing and track completion of service improvement plans with clear definition of desired outcomes; support the communication of related operational improvements to the client.
- that client’s SLAs and other contractual agreements are tracked, reported and met, with support on reporting from Service / Operations functions.
- of reporting operational metrics/KPI’s and performance against contractual SLA’s with the client and internal teams
- Operational reports to review data and metrics related to the client's technical environment and services, identifying any issues or areas of concern, and work with operations SMEs and leadership to determining the appropriate course of action to address those issues.
- overall client Run State by consolidating health factors into single indicator.
Service Governance
- SLA compliance via existing reports provided by Service/Ops teams, obtained via data from various service management tools.
- any other contractual service related KPIs relevant to client business that have dependency on managed services delivery.
- operations service metrics and KPI’s during Monthly or Quarterly Operations Reviews (MOR/QOR) utilizing data/graphs provided by operations teams.
- relevant service delivery data for Quarterly Reviews presented by Account Executives / CS colleagues.
- intake channel for feedback and discussion on opportunities for service improvement.
- items get escalated or prioritized by client, support technical teams by providing required context and drive fast turnaround times on issue/incident resolution.
- and mitigate risks that could impact service delivery.
- the point of contact for service delivery issues communicated by client and initiate escalation for service issues.
- a focus on ITIL Incident, Change, and Service Request Management, work in collaboration with the operations teams to continuously improve the service delivery experience by advising on best practices and process/practice improvements.
- on efficiency and optimization for in-scope services.
- P1, Major Incident or escalation scenarios with client management and client communications, working in tandem with technical SMEs and designated major incident manager. Must play a client focused role during major incidents to provide customer communications, working in tandem with technical SMEs and designated major incident manager.
- / coordination of complex service requests and small projects (that don’t have a PM assigned)
- Change Management calls to represent changes with technical SMEs are required, and assist support staff in representing changes effectively.
- to Post Incident Reports (PIR) for qualifying incidents and support the delivery of PIRs to the client.
- Be aware of major account activities (projects, proposals) to ensure interdependencies with incoming client requests are managed.
- Attend change management calls to represent changes with technical SMEs are required and assist support staff in representing changes effectively.
Touchpoints
- materials, agendas and facilitate regular (weekly, monthly, quarterly) calls with the client on service areas, issue and improvement plans. Work with Client Success representative to support QBR/SBRs.
- contractual cadence of touchpoints is followed in alignment with Account Executives/CS colleagues.
- applicable, gather necessary data, context and insights and deliver weekly or bi-weekly reviews.
- required touchpoints as outcomes necessary to improve client run state:
- calls with SDM and/or Client Success Manager (CSM)
- including technical operations delivery team(s)
- with Centrilogic leadership as outcomes for significant escalation
- on-site visits when required and feasible
- Calls
Technical Advisory
- Maintain in-depth of knowledge of client environment and operations in order to act as a point of service oversight and service integration to link together all operational activities of clients with multiple Centrilogic products/solutions.
- Provide technical expertise, oversight and advisory support (industry best practices) on complex or escalated issues.
- Provide the technical voice of stability for the customer working closely with Operational leadership and SMEs.
- Ensure awareness of existing system and performance monitoring metrics (through existing dashboards); support the communication of related operational improvements to the client.
- Be aware of major account activities (projects, proposals) to ensure interdependencies with incoming client requests are managed.
- Participate in project reviews, “post mortems” and design decisions
- Coordinate the development of and review of changes including technical implementation plans (TIPs) with technical SMEs; attend related customer meetings and include technical SMEs as required.
Account Advisory
- Advise sales resources on the discovery of additional opportunities to provide CL services within their assigned client base.
- Work with account representative on key opportunities and contracts (renewals, upsell, cross sell) and own selected opportunities from lead to close in partnership with Sales/CS.
- Support questions on client invoicing such as validating unit volumes / ongoing charges. Ensure billable service requests are invoiced.
Mentorship and Administrative Areas
- their extensive experience, the Senior SDM is expected to significantly contribute to the team’s overall effectiveness by assisting the Director, Service Delivery with various efforts such as:
- on in creation of comprehensive knowledge base which serves as a valuable resource for the entire Service Delivery team.
- internal/team KPIs and establishing robust mechanisms for measuring these metrics ensuring the team’s goals are met efficiently.
- process design and implementation ensuring workflows are optimized and align with Centrilogic’s objectives.
Experience Required
- 12+ years in technical customer relationship management positions such as Client Success Management, Project Management, Account Management, and Team Lead
- customer advocacy and engagement experience in post-sales or professional services functions and working in a complex IT environment.
- in designing workflows and processes to better interface Service Delivery with other teams (Sales, Operations, PMO, etc.)
- to move between service / operational mindset to crisis management mentality.
- desire and passion for learning new concepts and technologies.
- problem solving, problem resolution and analytical skills.
- to grasp and explain complex technical concepts to a variety of audiences including non-technical stakeholders.
- communication skills along with the ability to build and manage trusting relationships with large clients.
- to multitask and balance competing requirements.
- verbal and written communication skills.
- and ability to work with minimal direct supervision.
- and lead initiatives to successfully complete assigned projects.
- and AWS Foundational certification preferred.
- knowledge of network infrastructure and principles including routing, firewalls, certificates, and SSL/TLS
- knowledge of Windows Server administration
- knowledge of Linux Server administration desirable
- knowledge of security concepts such as threat detection and response as well as vulnerability remediation and SOC operations
