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Senior Service Delivery Manager, Managed Cloud Services

Company: Presidio
Location: Draper
Posted on: June 6, 2021

Job Description:

We know technology is the key to success in a connected world. The innovative solutions we provide our clients can unlock possibilities that transform their business. While technology permits that connection, technology without imagination and ingenuity cannot be effective. At Presidio, we know that it s our people that make the connections happen.WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading IT solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.THE ROLE: Senior Service Delivery Manager, Managed Cloud ServicesPresidio is seeking a Senior Service Delivery Manager, Managed Cloud Services to join our team in a remote capacity! The Senior Service Delivery Manager (SDM) is responsible for developing the SDM role for Presidio s Managed Cloud Services (MCS) practice.The SDM team is responsible for developing and maintaining relationships with Managed Cloud clients, addressing their technical needs, and finding opportunities for expanding the Managed Cloud client base. Besides building strong relationships with customers, SDMs understand the needs and goals of potential future clients and use that to promote Presidio s products and services. The Senior Service Delivery Manager, Managed Cloud Services owns customer onboarding and lifecycle management, working with other business units to deliver services across Presidio s entire portfolio to Managed Cloud customers. A successful SDM aligns Managed Services KPIs and customer outcomes with account management, sales overlays, and regional delivery leadership. A commitment to continuous service delivery improvement and a holistic approach are critical for success.Key Responsibilities:Develop and execute on an operational support strategy that helps our customers continue to grow and be successful on the AWS platformExplain transformational concepts to executive decision makers and influence their technology strategyMentor and serve as a role model for junior SDMsMaintain a keen understanding of Managed Cloud Services and how they relate to other services in Presidio s service portfolioDevelop a passion for educating, training, and enabling junior SDMs for a challenging set of customers and circumstancesMaintain an understanding of enterprise technology adoptionPossess exceptional customer focus and a bias for actionWork vigorously to earn and keep customer trust while communicating a bold direction that inspires resultsExhibit a passion for operational excellence by solving customer issues while teaching customers to optimize business impactDevelop and deliver Quarterly Business Reviews to effectively prove the value of Managed Cloud Services quarter over quarter, year over yearManage customer onboarding projects for implementation of Managed Services Best Practices and Operational Readiness RequirementsManage Well-Architected Review remediation projects for Managed Cloud customersProvide the service development team with customer feedback and service performance metrics to help identify potential new features or process improvementsEnsure that all client records and required documentation is complete, accurate, and maintained throughout the duration of the contract.Use AWS Service APIs to extract usage insights and best practice gaps for Quarterly Business ReviewsBuild ticketing and billing dashboards and reportsReview service failures and confirm appropriate Problem Management actions are being developed and executed. Develop and maintain customized communication plans for each client. Specific deliverables to include and are not limited to the following:Meeting AgendasMeeting MinutesTask TrackingEscalation TrackingRenewal TrackingClient Contract Profitability, Upsell and RenewalIdentify opportunities to increase the amount of services we are providing to our clientsIdentify opportunities to reduce the cost of the services we are providing to our clientsConfirm bills are being properly created, delivered and client is paying as per the terms of the contractValidate, negotiate, and process service credits as required with approval from Sales ManagementConfirm contract renewal activities are proceeding starting approximately 120 days before the contract end date and escalate all expired contracts to the Sr. Leadership teamKey Success MetricsClient satisfaction ratingsDelivery leadership feedback on the Sr. SDM and associated client relationshipNumber of QBRs delivered on-timeNumber of client-initiated Delivery performance escalationsPercentage of upsells for which the Sr. SDM identified and drovePercentage of contract renewalsRequired Skills:Ability to quickly learn complex systems and new technologiesUnderstanding of database internalsUnderstanding of data modeling and architectureUnderstanding of modern application architectureExperience managing cloud infrastructure in AWSProven ability to solve problems creativelyStrong familiarity with project management software tools, methodologies, and best practicesExcellent analytical skillsStrong written/interpersonal and leadership skillsAdditional Desired Skills:Passion for automationEducation and Experience:Bachelor's Degree or the equivalent work experience and/or military experienceAWS Certified Solutions Architect is required3+ years leading migration and modernization projects3+ years experience managing cloud infrastructure in AWS*****ABOUT PRESIDIOPresidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DE&I change process across all levels of the organization. Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements.Presidio is a leading global IT solutions provider assisting clients in harnessing technology innovation and simplifying IT complexity to digitally transform their businesses and drive return on IT investment. Our Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions enable our almost 7,000 middle market, enterprise, and government clients to take advantage of new digital revenue streams, omnichannel customer experience models, and the rich data insights generated by those interactions.We serve as an extension of our clients IT teams, providing deep expertise and letting them focus on their core business. Within Presidio s 40+ US offices and offices in Ireland, London, Singapore, and India, we support 2,800+ professionals, including 1,600 technical engineers. Presidio is a trusted advisor to our clients on a national level while also bringing our global scale and expertise to bear.For more information visit: *****Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.To read more about discrimination protections under Federal Law, please visit: (Get Acrobat Reader)If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to for assistance.Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to . RECRUITMENT AGENCIES PLEASE NOTE: Agencies/3rd Parties may not solicit to any employee of Presidio. Any candidate information received from any Agency/3rd Party will be considered a gift and property of Presidio, unless the Agency/3rd Party is an Authorized Vendor of Presidio with an up-to-date Presidio Contract in hand signed by Presidio Talent Acquisition. No payment will be made to any Agency/3rd Party who is not an Authorized Vendor, nor has specific approval in writing from Presidio Talent Acquisition to engage in recruitment efforts for Presidio.#LI-PH1#CB

Keywords: Presidio, Draper , Senior Service Delivery Manager, Managed Cloud Services, Other , Draper, Utah

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