The Technical Delivery Manager (TDM) is a key member of the Ensono Diamond of Success team, which provides IT Service Management (ITSM) governance and leadership. The TDM works directly with our clients to develop a deep understanding of their business and how that business drives their technology needs. Empowered with that understanding, the TDM provides oversight and guidance within Ensono Operations to ensure our clients have an exceptional experience with the technology solutions we provide. The TDM is an individual possessing a wealth of technical knowledge, adept in bringing efficiencies and improvements to disparate processes and systems, able to lead through influence, break down silos, focused, manage competing priorities, be an impeccable communicator that is able to effectively adapt to their audiences, and is a tenacious advocate for the client.
Be a client advocate.
Provide ITSM governance and leadership.
You will be the primary point of operational escalations for your clients.
Manage, lead, and coordinate operational projects and objectives.
Actively identify, capture, and communicate operational risks, insights, opportunities, and efficiencies. Develop and execute improvement plans from discoveries.
Maintain accurate and thorough documentation of client environments and support procedures.
Identify opportunities for improvements and address inefficiencies.
Ability to travel. Travel expectations will range depending on client needs
Deep understanding of ITSM processes.
Able to demonstrate exceptional troubleshooting and investigative skills.
Must be able to instill confidence and deliver results.
Have a strong sense of ownership and accountability.
Execution focused, highly collaborative, and works well in the details.
Has the ability to manage competing priorities from a variety of stakeholders.
Be an adept communicator who can educate audiences of varying skill sets and experiences.
Calm under pressure and able to manage major incidents.
Possess a conceptual or practical understanding of any of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking.
Education and Experience Required:
A minimum of a Bachelor's degree or equivalent in IT, business management, or a related field.
Strong background in ITSM governance.
Preference is given to those with experience working with clients in integrating their ITSM procedures with a managed service provider.
Possessing industry-recognized technical credentials (i.e., AWS, Microsoft, or Cisco certifications). Specifically looking for ITSM related certifications, such as ITIL.
4+ years of experience working in any of the following areas: project management, service delivery, technical account management, or systems administration.
Preference is given to those with experience in technical account management working in enterprise environments.
Preference is given to those with experience with ticketing system integrations and CMDB management.