Technical Account Delivery Manager

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

📋 Description

• Collaborating with Sales, Presales, and Customers to gather input for the Statement of Work (SOW), making necessary edits, and finalizing to ensure that Solution Delivery outcomes are well understood and attainable.

• Creation of a scorecard to assess services.

• Defining specific Hypercare activities to guarantee a quality-driven transition from onboarding to Managed Services teams is executed smoothly.

• Being present at the customer's site during the onboarding and Hypercare stages of the contract, supporting both the customer and the managed services teams.

• Conducting daily account monitoring.

• Producing weekly and monthly technical operation reports that include trend analysis.

• Generating monthly technical trend reports with actionable insights and recommendations.

• Facilitating quarterly technical business reviews.

• Providing advice and recommendations on technical best practices.

• Conducting root cause analysis and incident management reviews.

• Reviewing environment configurations, documenting opportunities for optimization, and driving implementation while adhering to established change control processes.

• Creating, updating, and distributing account documentation.

• Monitoring and reporting financial performance against the SOW and working towards improvements in key metrics.

• Leading Service Improvement Activities (SIP), Root Cause Analysis (RCA)/Post Incident Review (PIR), and ensuring action items are completed with the help of Customer and PPT resources.

• Overseeing the governance of the change control process.

• Performing any additional tasks and responsibilities related to the role.

⛳️ Requirements

• Over 8 years of experience in an IT Infrastructure role, with expertise in storage, network, and server technologies.

• Strong foundation in IT Operations Best Practices and Metrics Management.

• Proven experience in creating and monitoring performance relative to Statements of Work.

• Background in working with sales and pre-sales teams.

• Experience in producing technical reports utilizing industry-standard tools.

• Familiarity with Client IT operational processes and procedures.

• Demonstrated ability to manage multiple projects simultaneously while adhering to tight deadlines.

• Capability to prioritize personal workload and use initiative in the absence of supervision.

• Advanced skills in MS Office.

• Bonus Points: Experience in Data Center Operations.

• Experience as an IT Consultant or in Pre-Sales roles.

• ITIL qualification at an advanced or expert level.

🏝️ Benefits

• Onsite support at Customer locations during Onboarding and Hypercare engagements.

• Domestic and International travel may be required.