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Senior IT Service Delivery Manager in Dayton, OH at Interactive Business Systems

Date Posted: 10/12/2018

Job Snapshot

Job Description

Service Delivery Manager

Interactive Business Systems (IBS) has partnered with a Dayton, OH to locate a Service Delivery Manager with for a contract-to-hire position.


The successful candidate will be responsible for the following:

  • Act as the single point of contact across multiple clients for daily communication, and provide regular client updates regarding requests and projects.
  • Increase account stability by developing effective channels of communication that can be leveraged by other areas of the business.
  • Provide a focus for SLA management and customer satisfaction across the customer base.
  • Drive communication to unveil opportunities for improvement and additional service offerings.
  • Drive services and processes to support Managed Services implementations and Hosted Solutions (Network, Storage, Compute).
  • Lead and coordinate client requests/projects, working cross functionally to implement and increase customer satisfaction.
  • Report on incidents, requests, and changes to ensure high levels of customer service.
  • Coordinate and participate in monitoring, review, and auditing processes to identify and elevate issues impacting achievement of service delivery objectives.
  • Create client service request
  • Gather, review, and audit client invoicing files. Approve client invoices monthly to ensure accurate billing.
  • Acts as initial client escalation point for questions, concerns, and problems.
  • Additional duties as assigned.

Job Requirements

Service Delivery Manager

Requirements

  • Bachelor’s degree or equivalent experience.
  • 5 years technical solutions experience, 3 years client facing experience.
  • Comfortable working with IT Leaders in the legal market.
  • High focus on customer satisfaction and client experience.
  • Familiarity with hosting technologies to include managed network services (data hosting, disaster recovery, business continuity), and other associated applications, as appropriate.
  • Ability to work in a fast-paced fluid environment.
  • Ability to effectively prioritize and organize service delivery tasks.
  • Excellent verbal communication and presentation skills with a demonstrated ability to interact with key IT decision makers.
  • Strong written communication skills.
  • Ability to work cooperatively within a team and across the organization matrix to achieve group and organizational goals.
  • Maintain and increase industry-wide technology knowledge, particularly as it applies to technology that directly or indirectly relates to the Managed Services and Hosted Solutions.
  • Familiarity with Service Now or similar IT project management/automation platforms.
  • Willingness to travel as needed.

Interested candidates should send a resume and cover letter to Samantha Clements at IBS (sclements@ibs.com).

IBS offers a competitive salary and comprehensive benefits package to all employees. Referral and sign-on bonuses may also be available.

About IBS: IBS, Interactive Business Systems, Inc., is an IT solutions and staffing company known for achieving business objectives and bottom-line results through the smart architecting, implementation and management of technology. In three decades of developing the technology applications, tools, environments and teams that foster top business performance, we have become an industry-leading IT services provider.