Service Delivery Manager

Position Overview:

Orchestrating the development of client partnerships and oversees their daily operationalization to solve customer challenges. Overseeing the planning, management, and execution of multiple project initiatives that contribute to client-facing technological solutions, aiming to deliver an exceptional customer experience and expand our market footprint. In collaboration with sales leads, our solution sales team, and our internal Center of Excellence, you will actively engage with clients to understand their business goals, priorities, and critical success factors. This understanding will inform the development and execution of a tailored Account Strategy. Responsibilities also include translating customer needs into formal agreements, defining and documenting customized solutions, and managing client interactions regarding these documented requirements.

What you’ll do as the Service Delivery Manager (SDM):

• Spearhead comprehensive, multi-faceted projects across the enterprise, guiding them through every phase of the project lifecycle.
• Cultivate and sustain robust client relationships at all organizational tiers, aiming to become an indispensable business ally.
• Drive the achievement of financial goals, including revenue, profitability, and growth, while elevating customer satisfaction benchmarks.
• Foster and uphold communication channels within all strata of the organization to ensure cohesive operations.
• Enhance resource management by optimizing allocation, scheduling, and deployment efficiency.
• Provide executive support in strategic decision-making, defining project scope, and determining methodological approaches.
• Compile and present detailed reports to senior management, encapsulating project outcomes and fiscal health.
• Coordinate and lead both internal and client-centric meetings and workshops, ensuring clear communication of outcomes.
• Proactively identify potential project risks, devising and implementing strategies to mitigate them effectively.
• Initiate and guide change management processes to align with evolving project and organizational needs.
• Act as the pivotal connector between Zones and clients, facilitating discussions on business and technical matters.
• Resolve escalated issues that exceed the project team’s purview, addressing scheduling, resource, or technical challenges.
• Engage with clients to gauge and enhance their satisfaction with our products and services.
• Participate in client engagements as a sales adjunct, fostering new opportunities and nurturing existing relationships.
• Oversee the entire project management spectrum, adhering to PMI’s established knowledge areas: Scope, Schedule, Cost, Quality, Resources, Communications, Risk, and Procurement, while managing stakeholder expectations.
• Implement robust systems and processes designed to meet and exceed client Service Level Agreements (SLAs).
• Educate, mentor, and coach team members to deliver top-tier services and projects, grounded in industry-standard methodologies and best practices.
• Administer IT Service Levels and respond to Operational Requests from clients, ensuring top-notch service delivery.

• Bachelor’s Degree or 10+ years’ experience with Service Delivery, Project Management or business consulting, MBA preferred, or equivalent education, training or experience preferred.
• Exceptional communication skills and experience working with executives and C-level stakeholders.
• Demonstrated knowledge of risk management, change order management, performance measurements, financial and qualitative analysis, and project/people management.
• Extensive experience in managing large fixed priced engagements, managing profitability, and successfully meeting the client's expectations and goals.
• Ability to manage multiple priorities while staying aligned to the project objectives.
• Leadership skills that would be applied across the client enterprise and across multiple project environments, to influence client's expectations and goals.
• Experience with business transformation and change management. 
• Experience and success in managing service level agreements with penalties
• Experience successfully collaborating in a pre-sales environment with technical resources
• Demonstrated ability to translate technical requirements into a detailed quote or Statement of Work.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to implement effective personnel/project risk management and safety strategies.
• Ability to work and adapt to change in a fast-paced environment.
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Project.
• Must have skills in five key general management areas of client relationship management, consultative selling, financial / business management, portfolio / project management and team management and are usually the primary focal point for all activities on a large complex contract.
• PMP Certification
• Knowledge of structured cabling to include copper and fiber systems preferred.
• Must have a strong background in IT operations, telecommunications, and distribution network projects.
• Experience coordinating engineering, construction teams and sub-contracted vendors.