Job Information
Logicalis Service Delivery Manager in Pittsburgh, Pennsylvania
Job Description
Summary
The Service Delivery Manager is a key member of our team responsible for overseeing the delivery of managed services to our clients. A successful candidate will ensure that services are delivered in accordance with established service level agreements (SLAs), act as a customer advocate, and will work closely with internal teams to continuously improve service quality along with customer satisfaction.
Essential Duties and Responsibilities
Serves as the primary contact for assigned clients.
Build and maintains strong relationships with clients, understanding their business needs and objectives.
Regularly communicates with clients to provide updates on service delivery and address any concerns or issues.
Monitors service performance against SLAs and take proactive measures to address any deviations.
Conducts regular business and service reviews with clients to assess performance and identify areas of improvement.
Ensures service delivery processes are followed consistently and efficiently.
Collaborates with internal teams, including technical support, operations, and sales to ensure seamless service delivery.
Identifies opportunities to streamline processes and improve efficiency in service delivery.
Implements best practices and methodologies to enhance service quality and customer satisfaction.
Stays informed about industry trends and emerging technologies that may impact service delivery.
Addresses issues of escalations related to service delivery promptly.
Participates in Change Review process for clients ensuring client satisfaction and contractual integrity is maintained.
Enables service delivery by owning Service-Now documentation.
Manages client expectations.
Coordinates major client work efforts with appropriate Logicalis staff.
Leads effort for new client integrations and existing clients' new service and/or device integration or de-integration.
Enables support team through client specific training.
Ensures monthly billing is accurate and time and materials (T&M) efforts are properly tracked.
Provides account team with new opportunities within client accounts.
Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherenc
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