Manager, Premier Accounts

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

📋 Description

• Oversee a team of Enterprise Solution Managers.

• Proactively monitor ESM deliverables to ensure account statuses remain positive.

• Ensure ESMs facilitate Quarterly Business Reviews with clients and other strategic meetings as requested.

• Perform quarterly audits of account Lifecycle Management to confirm alignment with service management policies.

• Engage in Problem Management process calls, providing guidance to ensure timely communication of Root Cause Analysis (RCA) and permanent solutions.

• Cultivate and sustain trusted relationships with customers, identify new opportunities, and gather feedback to enhance service quality and customer satisfaction.

• Offer technical and strategic guidance to the team from the initial design of solutions to their steady-state operation.

• Ensure ESMs execute lifecycle management activities and maintain technical documentation, production and recovery configurations, application dependency maps, and runbooks.

• Accountable for tracking and securing contract renewals.

• Effectively manage escalations and ensure ongoing feedback is provided to the team.

• Build trusted relationships with internal and external teams to facilitate prompt resolution of escalations and high-priority issues.

• Responsible for maintaining a high-performing team and minimizing employee turnover.

• Encourage innovation and drive improvements in service management and business processes.

• Aim for continuous enhancement of customer satisfaction and referenceability.

• Assist ESMs in developing recovery strategies that meet customer RTO/RPO requirements and conduct regular testing to document recoverability.

⛳️ Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field.

• 10 to 12 years of professional IT experience, with a minimum of 5 years in people and team management related to Enterprise Architecture/Engineering in complex environments.

• Preferred technology certifications include MCSE, CCIE, RHCE, VCP, CCDP, Cloud, etc.

• At least one professional certification (e.g., ITILv3, TOGAF, PRINCE2, etc.) or equivalent skills and experience.

• 3+ years of proven experience in Disaster Recovery Design and Solutions.

• A solid understanding and experience with multiple infrastructure components.

• Familiarity with automated discovery and Configuration Management Database (CMDB).

• Working knowledge of ITIL and Service Management.

• Hands-on experience with ServiceNow is a plus.

• Advanced understanding of Multi-Tier Application architecture design.

• Strong knowledge of Disaster Recovery principles and practices.

• Capability to take a leading role in technically complex engagements.

• Ability to effectively and calmly lead internal and customer technical teams during crisis events and escalations.

🏝️ Benefits

• Comprehensive healthcare plan options.

• Retirement plan with company matching.

• Life and other supplemental insurance options.

• Paid time off and company holidays.

• New Parent Leave.

• Wellness programs.