Serving as the primary interface to one or more Ensono clients, the Technical Delivery Manager will be responsible for the following:
Be a client advocate.
Coordinating internally across Ensono with cross-functional teams such as Technical Operations, Solution Architecture, and Program/Project Management to ensure the relationship and projects stay on track, achieve the desired outcomes, and meet the contractual obligations
Serve as the point of escalations for your clients' operational needs.
Manage, lead, and coordinate operational projects and objectives.
Ensure operational success as well as meeting/exceeding of all contractual Service Level Agreements
Identify opportunities for improvements and address inefficiencies.
Capture important client data and conduct 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, and operational data to identify strategic pricing options while managing client churn.
Collaborating with the Client Partner (Sales) and Client Success Manager to build a strong account plan and coordinate to effectively manage client relationships, strategic outcomes, opportunities, and manage the client’s overall contractual relationship
Manage critical client issues/incidents via an ITSM based approach, communicating the client’s expectations and ensuring coordination across the Ensono team to deliver
Possess extraordinary interpersonal skills, excellent communication skills and be strong leaders for their client within the organization.
Highly motivated, organized and have experience directing activities cross-functionally within the organization.
Experience with IT Service Management best practices (Incident, Change, and Problem Management) – ITIL Certification preferred
Master problem solver and Technical aptitude to facilitate problem solving and solution creation initiatives around a mix of the following platforms:
Mainframe z/OS, CICS
Server and OS
Additional requirements should include but not be limited to:
7+ years of client success and/or account management experience managing clients
Experience in management consulting a plus
Exceptional multi-tasking abilities with an ability to wear many hats and shift focus/priorities throughout the day
Self-motivated with a strong desire to learn quickly, multi-task, and work independently as well as part of a team
Excellent written and verbal communication skills
Experience in leading a cultural transformation and ability to drive the client through a transformational change
Ability to manage competing priorities from a variety of stakeholders.
Calm under pressure and able to manage major incidents.