Associate Service Delivery Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate the onboarding process for new Managed Services clients and coordinate internal activities.

• Conduct internal and customer kickoff meetings as necessary.

• Gather and maintain customer information, contacts, documentation, and service specifications.

• Monitor onboarding tasks to ensure completion and address any delays or risks.

• Act as the primary service delivery contact for designated customers.

• Oversee service issues, requests, and escalations, ensuring timely resolutions.

• Maintain consistent communication with customers to foster trusted relationships.

• Set clear expectations concerning service delivery, ownership, timelines, and subsequent actions.

• Prepare meeting agendas, document action items, and follow up on activities.

• Ensure accurate customer records are kept in ServiceNow and other necessary systems.

• Monitor tasks, evaluate service delivery metrics, and manage billing, licensing, consumption, and service inquiries.

• Oversee renewals, coordinate related activities, track risks, and aid in customer retention efforts.

• Recognize customer needs and potential service opportunities, directing them to Sales or technical resources.

• Identify recurring issues and process deficiencies, engaging in service improvement initiatives.

• Implement lessons learned and established best practices across assigned accounts.

⛳️ Requirements

• 1-3 years of relevant experience.

• Associate's degree or equivalent work experience and/or military experience.

• Strong customer service orientation and a passion for building customer relationships.

• Excellent organizational and follow-up abilities.

• Capacity to manage multiple customers, tasks, and priorities concurrently.

• Clear and professional verbal and written communication skills.

• Ability to collaborate effectively with technical, operational, sales, and customer teams.

• Skill in recognizing when an issue needs escalation and involving the appropriate resources.

• Strong attention to detail and dedication to maintaining accurate customer records.

• Willingness and ability to learn about cloud technologies, CSP services, IT service management, and managed services operations.

🏝️ Benefits

• Equal Opportunity Employer.

• Reasonable accommodations for individuals with disabilities.

• Protected veteran priority referral consideration.

• Inclusive workplace committed to hiring candidates from all backgrounds.