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Manager Delivery Management

Remote – Poland JR009324

Primary Responsibilities: 

  • Leads the SDM team to act as client advocates and the point of escalations for client service delivery needs.
  • Ensures all required Service Delivery Management processes are followed by the team and expected outcomes are delivered in the space of ITSM processes as defined in Ensono
  • Responsible for hiring, performance management, coaching and developing associates within the SDM organization. Oversees training, onboarding, and career development.
  • Empowers the team to take responsibility for their roles and goals, leading by example.
  • Fosters the Core Value of Collaboration and unity among the team, promoting honest/open dialogue, sharing of ideas, and conflict resolution.  
  • Creates workplace culture that is consistent with Ensono’s Core Values and mission. Supports associates to be a Relentless Ally to Make Better Happen for our clients.
  • Establishes and maintains relevant controls and feedback systems to monitor, support, and grow a phenomenal team.
  • 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.
  • Leads the process to actively identify, capture, and communicate operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries.
  • Directs assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the client’s business outcomes. This may include analyzing the health/wellness of the client’s environment, data on incidents/SLAs. 
  • Educates the operational team in understanding how clients utilize Ensono services in support of their business.
  • Provides guidance on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations. Leads by example, demonstrating a high level of knowledge and proficiency.
  • 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. 
  • Sets the example for the team by maintaining and continually seeking opportunities to improve CSAT through optimizing service quality and end-to-end client experience.
  • Prepares and delivers operational health and KPIs for monthly/quarterly business level reviews (MBR/QBR) with the client and Ensono senior leadership.
  • Provides executive level communication for critical business impacting events, account updates, and service improvement plans. Acts as a point of contact for departmental and status updates shared with SVPs and senior executives.
  • Provides guidance, monitors, and manages service improvement plans (SIP) across all Ensono operational delivery.
  • Collaborates with the Client Engagement Team (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 subject matter expert, providing 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.

Required Qualifications

  • 8+ years of IT Service Management experience in a client-facing role
  • 5+ years of Leadership experience managing large, scaled teams
  • Client relationship management experience
  • Prior experience in a people leadership role
  • 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)

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