Senior Service Delivery Manager

Must Have

• Strong market knowledge and understanding of industry of clients. Should have worked in the region with clients on managed services
• Strong understanding of Applications, Cloud, IT infrastructure, networking, and cybersecurity concepts.
• Managing full lead to cash process with strong negotiation and closing skills

## Key Responsibilities

### Business Development

- Identify and pursue new business opportunities in, targeting sectors such as data centers, and mission critical facilities.

- Own sales targets in the region and solution.

Drive Cold calling, follow through on requirements, build out RFPs, drive solution boarding discussions

- Serve as trusted advisor for client and enable understanding opportunities for upselling and cross-selling additional services

- Leverage existing industry relationships to build a robust client pipeline, engaging with C-suite executives and key decision-makers.

- Develop and present compelling proposals and RFPs, showcasing Protiviti’s expertise in managed services for hyperscale data centers, cloud and IT infrastructure.

### Operational Oversight

- Oversee the delivery of managed services engagements, ensuring alignment with client requirements, SLAs, and industry standards (e.g., HIPAA, PCI-DSS).

- Partner with facility management companies, cloud and infrastructure fims and technical teams to maintain operational efficiency, scalability, and reliability in data center, cloud and IT infrastructure environments.

- Implement proactive monitoring and maintenance strategies to minimize downtime and enhance service reliability, drawing on operational best practices.

- Contribute to the onboarding of facility management partners and clients, ensuring seamless integration into Protiviti’s managed services ecosystem.

### Client Service Excellence

- Act as the primary point of contact for key clients, fostering long-term relationships built on trust, transparency, and exceptional service delivery.

- Drive client satisfaction by addressing inquiries promptly, resolving issues effectively, and anticipating future needs.

- Conduct regular client reviews to gather feedback, identify improvement opportunities, and ensure alignment with strategic objectives.

- Champion a client-centric culture within the team, mentoring colleagues to prioritize service excellence.

### Strategic Leadership

- Provide market insights and competitive analysis to inform Protiviti’s managed services strategy

- Collaborate with senior leadership to set revenue targets, forecast demand, and allocate resources effectively.

## Qualifications

- **Education**: Bachelor’s degree in Business, IT, Engineering, or a related field; MBA or advanced degree preferred.

- **Experience**:

- 8+ years of experience in business development, operations, or client management within managed services, IT infrastructure, or data center industries.

- Hands-on experience in data center operations, cloud services, or cybersecurity, with a deep understanding of hyperscale environments.

- Demonstrated success in delivering client service excellence, with measurable outcomes in client satisfaction and retention.

- **Skills**:

- Exceptional communication and negotiation skills, with the ability to engage C-suite stakeholders and technical teams.

- Strong project management abilities, with experience overseeing complex, multi-stakeholder engagements.

- Proficiency in CRM tools (e.g., Salesforce), MS Office, and data center management platforms.

- Strategic thinker with a results-oriented mindset and adaptability to a fast-paced, growth-driven environment.

- **Certifications**: PMP, ITIL, Cloud or data center-specific certifications (e.g., CDCP, CDCS) are a plus.