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Enterprise Services Manager

1 month ago

boston, United States Franklin Fitch Full time

Enterprise Services Manager | MSP | Boston, MA


Role Overview:


The Enterprise Service Manager is a key strategic role responsible for managing the overall service delivery for our largest and most complex customers. You will ensure that the service provided meets or exceeds our clients’ expectations, working closely with both internal teams and customers to drive service excellence, continuous improvement, and customer satisfaction. This role requires a blend of technical understanding, operational oversight, customer relationship management, and a deep commitment to ensuring the success of our enterprise clients.


Key Responsibilities:


  • Customer Relationship Management: Build and maintain strong, long-term relationships with senior stakeholders within enterprise accounts. Act as the trusted advisor, proactively identifying opportunities for service improvements and ensuring that our services align with client business goals.
  • Strategic Planning & Service Alignment: Work with customers to understand their business objectives and technology needs. Collaborate with internal teams (e.g., technical, sales, and operations) to ensure services are delivered in line with customer expectations and strategic goals.
  • Continuous Service Improvement: Champion a culture of continuous improvement, working with both customers and internal teams to implement and track improvement initiatives. Regularly assess the effectiveness of service delivery and drive adjustments as needed.
  • Escalation Management: Manage the resolution of critical or escalated service issues, ensuring that any service disruptions or performance issues are quickly identified, addressed, and communicated to the customer.
  • Contract Management & Compliance: Oversee the management and performance of service contracts and ensure compliance with agreed-upon SLAs, budgets, and other service requirements. Ensure that the terms of contracts are clearly communicated and adhered to by all parties.
  • Project Management & Resource Allocation: Work closely with project management teams to ensure the seamless onboarding of new services or clients, resource management, and coordination of any projects or service transitions.
  • Financial Management: Monitor the financial performance of enterprise accounts, ensuring that services are delivered within budget and that any financial performance issues are addressed proactively. Ensure that services deliver value for money to customers and the business.
  • Vendor & Third-Party Management: Work with third-party vendors or partners to ensure service delivery is consistent and meets expectations. Monitor vendor performance and manage any issues or escalations related to third-party services.


Qualifications & Skills:


  • Experience: At least 5-7 years of experience in IT service delivery, account management, or a similar role within an MSP or enterprise IT environment. Experience managing enterprise-level clients is essential.
  • Leadership: Proven ability to lead cross-functional teams and manage complex customer relationships at the executive level. Ability to drive alignment across multiple teams (technical, operational, sales, etc.).
  • Technical Expertise: Strong understanding of IT service management frameworks (e.g., ITIL), managed services, cloud computing, infrastructure, and enterprise IT solutions.
  • Customer-Focused: A strong passion for customer satisfaction and the ability to act as the client's advocate within the organization. Ability to anticipate customer needs and proactively address issues.
  • Project Management: Experience managing service delivery projects, resource planning, and coordinating multiple stakeholders to ensure successful outcomes.
  • Communication: Excellent communication skills with the ability to present complex technical information in a clear, concise manner to senior stakeholders. Strong negotiation and conflict resolution skills.
  • Problem-Solving: Strong analytical and problem-solving abilities, with a demonstrated ability to identify issues, troubleshoot, and drive solutions that improve service delivery and customer satisfaction.
  • Financial Acumen: Experience managing budgets and service delivery costs, with a focus on delivering value for customers while maintaining profitability for the business.


If interested, please apply now


Enterprise Services Manager | MSP | Boston, MA