Associate Service Delivery Manager

Job Description

Primary Responsibilities: Acts as a client advocate and a point of escalations for client service delivery needs. Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensonos’ operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met. Provides guidance on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations. Maintains and improves CSAT through optimizing service quality and end-to-end client experience. Assists with preparation and delivery of operational health and KPIs for monthly/quarterly business level reviews (MBR/QBR) with the client and Ensono senior leadership. 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. Supports 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. Demonstrates product knowledge, supporting recommendations to clients, strengthening the relationship as well as exceeding expectations. Supports operational meetings focused on ITSM governance and SLA adherence. Tracks and reports moves, additions, and changes to client assets. Prepares and delivers operational health and KPIs for monthly/quarterly business level reviews (MBR/QBR) with the client and Ensono senior leadership. We want all new Associates to succeed in their roles at Ensono. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply. Required Qualifications 2+ years of IT Service Management experience in a client-facing role Operational ability in diverse, large-scale, multi-platform, outsourced environments 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)