Job Description

J OB   S U MM A R Y:   The   Service Delivery Manager   p o sit i o n   is   r esp o n si b le f o r del i v eri n g   o u r IT  m a n a g ed s e r v ic e s  t o   a   p o rt f o lio   o f   clie n t   ac c o un ts   with  t h e   su pp o rt   o f   a c r o ss-f un cti o n al  t ea m . This r o l e   i nv o l v es   h el p i n g   d esig n D ATA   s afe gu ard   o u r  r e v en u e ,  r e tain   o u r   clie n ts,   g r o w   o u r acc o un ts,   and   spear h e ad   p r o je c ts   t o m o d ern iz e   cl i ent   i n frastr u cture.  

ESSENTIAL FUNCTIONS:

Account Management

• Manage 8 to 12 client accounts with the support of a dedicated cross functional team.  
• Drive contract renewal and project sales activities within assigned accounts to meet service renewal and expansion targets, to include cultivating leads and generating and presenting proposals.  
• Motivate clients to adopt designDATA infrastructure and IT offerings.  
• Analyze clients’ environments and needs regularly to  identify   new sales opportunities.  
• Meet with clients regularly to  ensure satisfaction with our services.  
• Establish and  maintain key  relationships   with our  clients.  
• Obtain, evaluate, and select quotes from vendors and partners to meet client needs.  
• Ensure both the company and clients adhere to contract terms.  
• Plan and organize daily activities related to operations and customer service.  
• Coordinate and manage client equipment acquisition and scheduled maintenance.  
• Act as the client's authorized representative as needed for other technology  vendors.

C u st o m er   Ser v i ce  

• Communicate and escalate issues as needed with the senior leadership team.  
• Act as   the  p o i n t   o f  c o n ta c t   f o r cl i ent  c on cerns   and   e s c al a te   iss u es   a pp r o p ri a t e l y .  
• I d entify   a n d   p r o m o t e   o ppo rtu n ities   t o   i m p r ov e   o u r   proce s ses   a n d   se r v ice   d eli v e r y .  
• Sc h ed u le client   m ai n t e n a n ce   p er i o d s and   d o wnt i m e   with  t h e   client   and   desi gnD AT A .  
• Act as   I n ci d e n t   M a n a g er   f o r iss u es   af f ec t i n g   cl i ents   d u ri n g   r e gu lar   b u si n ess   h o u r s .  
• P artici p a t e   in   t h e   O n -Call   O p erati o n s   M a n a g er   r o tat i o n   f o r a f t e r - h o u rs i n ci d e n ts.  
• Client Documentation to enhance  optimal service efficiency.  
• Client Health Management.
• Client Retention and Contract Renewals to maintain  MRR.  
• CBR process adherence and Improvements.
• Client Meeting adherence and Improvements.

P r o j ect   M a n a g e m ent  

1. M e e t   w i th i n t e r n al   su b je c t   m at t er   e x p er t s and   r e s o u r c e   m a n a g ers   t o   pl a n   and   st a ff  p r o je c ts.  
2. K e ep cl i ents   i n f o r m ed,   m a n a g e   their   e x p e cta t i o n s, and   dr i v e   d eli v e ry   o f   their  d epen d encies.  
3. K e ep   o u r lea d ersh i p   t e am   i n f o r m ed  o f pro j ect   s t atus,   i n cl ud i n g   new   risks   a n d   ne e d s.  
4. Manage project  pipeline and assigned  quota .  

KNOWLEDGE, SKILLS & ABILITIES:

• Bac h el o r ’ s   d egr e e   p re f era b ly   in   in f o r m at i o n   t ech n o l o g y   m a n a g e m ent   o r  r elat e d   f i e l d.  
• 3+  y ears   o f   pro g re s si v e   IT e xperie n ce.  
• IT  m a n a g e m ent an d/ o r   su p er v i s o ry   e x p erience   desir e d   b u t   n o t   r eq u ire d .  
• P r o v en   track   r e c o rd   m a n a g i n g   a   d iv e r s e   t ech n o l o g y   g r o u p   in a fa s t - p aced and   c u s t o m e r - f o cused   t e a m en v i r o nm e n t .  
• Outstan d i n g   ab i lity   to w o rk   b o th i nd epen d e n tly   and   w it h in   a   t e a m   en v i r o nm en t .  
• Outstan d i n g   c om m un icat i on s and   c u st om er   rel a ti o n s s kill s .  
• Ex c elle n t   do cu m entat i o n   m a n a g e m e n t   skill s .  
• Str o n g   and   di v erse   t e ch n i c al skil l s   with a   will ingn ess   t o   be   h a nd s   o n   a s ne e d ed.  
• P r o v en   a b ility   to   c om m un i c ate   with b o th end   us e rs a n d   e x e c u ti v e s .  
• Wil l i ngn ess   t o   go  “ a b o v e   a n d be yo n d ”  t o   e x c e ed cus t o m er   e x p e c tat i o n s.  
• Effect i v e   clie n t -faci n g   in t e r p ers o n al  s kills;   c o m f o rta b l e   a n d   e f f ec t i v e   a t   a c t i n g   as   a lia i s o n  b e t w e en   m u lti p le  t ech n o l og y   gr o up s .  
• Tail o rs’  c om m un icat i o n   ap p r o p ri a t e l y   within   t h e   t e a m ,   the  c om p a n y , and   cl i ent s .  
• Ex c ept i o n al a n a l y tical a n d   p r o b lem -solving   s kill s .  
• W o r k s  w ell   u nd er   s tre s s,   p r essure, and   d ead l i n e s .  
• Thr i v es   o n   w o r ki n g w ell   w i t h   clients   a n d   p r ov i d es   e xc ep ti o n al  se r v i c e.  
• W e ll- o r g a n i z ed,   s e lf- d ire ct ed t e a m   pl a y e r .  
• H i g h   le v el   o f  p r o ficien c y   w i th  M ic r o s o ft   s o f t war e , and   a desire   to   learn a b o u t   c l o u d   and c o m pu t e r  n e t w o rks.  
• Certificat i o n s ( d esired b u t   n o t   req u i r ed ): M ic r o s o ft, P MP ,   ISC2,   and   CompTIA ,   ITIL   cer t if i c a ti o n s.  

W OR K I N G   E N VI RO N M E NT :  The   m a j o rity   o f   w o rk  i s  p erf o r m ed in   a pro f ess i o n al  o ff i ce   s e t ti n g with a   wide   v ar i e t y   o f p e o p le  w ith di f f eri n g   fu n cti o n s ,   p ers o n al i t i es   a n d   ab i liti e s .   Tra v el  w ill   be  req u ired   t o   partic ip a t e   in   e v ents   o r   m e e t   w ith   clie n ts   a n d   are   t y p ically   d a y t ri p s i n   nat u re.

REASONABLE ACCOMODATION: It is design DATA, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

PREFERENCE STATEMENT: design Data, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

PAY TRANSPARENCY STATEMENT: design Data, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor’s legal duty to furnish information.

We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act. 

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available . For questions on the job posting contact (781) 312-8005.

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at [email protected] .

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