Job
Description
Role Overview: Ensono is seeking a Client Service Delivery Manager to act as a client advocate and a point of escalation for client service delivery needs. You will coordinate internally across Ensono with cross-functional teams to ensure relationship and service levels are achieved. Your role involves actively identifying, capturing, and communicating operational risks, insights, opportunities, and efficiencies. Additionally, you will partner with Ensono support resources to capture important client data, provide technical support or training on Ensono products, and build relationships across the client's organization to drive success and achieve desired outcomes. Key Responsibilities: - Act as a client advocate and point of escalation for client service delivery needs - Coordinate internally across Ensono to ensure relationship and service levels are achieved - Identify, capture, and communicate operational risks, insights, opportunities, and efficiencies - Partner with Ensono support resources to capture important client data and provide technical support or training on Ensono products - Build relationships across the client's organization to confirm the right level of participation across IT and the business to drive success - Maintain and improve CSAT through optimizing service quality and end-to-end client experience - Deliver, execute, and monitor service improvement plans across all Ensono operational delivery - Collaborate with the Client Engagement Executive (Sales) to build a strong account plan and manage the client's overall contractual relationship - Manage critical client issues/incidents via an ITSM based approach and assess account performance through Ensono's Client Health Dashboard Qualifications Required: - 12+ years of IT Service Management experience in a client-facing role - Client relationship management experience - 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 Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking technologies - Willingness to travel as required for client service reviews at client sites Note: Shift Timings for this role are from 5:30 PM to 2:30 AM. Role Overview: Ensono is seeking a Client Service Delivery Manager to act as a client advocate and a point of escalation for client service delivery needs. You will coordinate internally across Ensono with cross-functional teams to ensure relationship and service levels are achieved. Your role involves actively identifying, capturing, and communicating operational risks, insights, opportunities, and efficiencies. Additionally, you will partner with Ensono support resources to capture important client data, provide technical support or training on Ensono products, and build relationships across the client's organization to drive success and achieve desired outcomes. Key Responsibilities: - Act as a client advocate and point of escalation for client service delivery needs - Coordinate internally across Ensono to ensure relationship and service levels are achieved - Identify, capture, and communicate operational risks, insights, opportunities, and efficiencies - Partner with Ensono support resources to capture important client data and provide technical support or training on Ensono products - Build relationships across the client's organization to confirm the right level of participation across IT and the business to drive success - Maintain and improve CSAT through optimizing service quality and end-to-end client experience - Deliver, execute, and monitor service improvement plans across all Ensono operational delivery - Collaborate with the Client Engagement Executive (Sales) to build a strong account plan and manage the client's overall contractual relationship - Manage critical client issues/incidents via an ITSM based approach and assess account performance through Ensono's Client Health Dashboard Qualifications Required: - 12+ years of IT Service Management experience in a client-facing role - Client relationship management experience - 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 Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking technologies - Willingness to travel as required for client service reviews at client sites Note: Shift Timings for this role are from 5:30 PM to 2:30 AM.
