IT Service Delivery Manager
3 days ago
We are seeking an IT Service Delivery Manager to join our team at People Driven Technology, Inc. This individual will play a critical role in driving exceptional client experiences and ensuring the long-term success of our customers.
Job DescriptionThe IT Service Delivery Manager will work closely with our Customer Success Manager to drive client satisfaction and retention. The ideal candidate will be an expert in managing multiple projects at a time while paying strict attention to details.
- Support the CSM by generating and translating analytical data about client IT solutions.
- Collaborate with clients to define and track key performance metrics and ensure they are meeting their overall business objectives.
- Aid in creating client-specific Success Plans.
- Participate in periodic business reviews with clients and PDT leadership on customer success outcomes and engagement.
- Understand client business goals and challenges to align technology solutions that drive success and value for the client.
- Work closely with internal teams including Professional Services, Engineering, and Support to ensure customer satisfaction and retention.
- Help monitor scheduled and unplanned support requests to adhere to contracted SLAs, escalating where required.
- Take proactive steps to identify potential issues or optimization opportunities and present those items to clients for consideration.
- Track system software upgrade and patching schedules.
- Maintain client solution documentation with high accuracy and attention to detail.
- Assist with customer-facing reports on support activities and investigating findings.
- Coordinate with Sales and Architects on increasing business opportunities within the account base.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Thrives as an extension of the client's team.
- Must be self-directed and self-motivated to deliver exceptional client outcomes.
- Proven ability to manage multiple projects at a time while paying strict attention to details.
- Ability to work in a fast-paced and dynamic environment.
- Ability to collaborate in a cohesive team environment.
- Familiarity with ConnectWise PSA or similar PSA platform.
- Excellent at translating technical information to actionable recommendations.
- Relevant exposure to the IT services industry.
- Bachelor's degree in Information Systems or equivalent work experience.
- 3+ years' experience in a client-facing IT support role.
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