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Senior Technical Delivery Manager

Senior Technical Delivery Manager

Responsibilities 

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 

Experience 

  • 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
  • Networking 
  • Public/Private Cloud 
  • Middleware 
  • 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.

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