Senior Service Delivery Manager

Presidio, Where Teamwork and Innovation Shape the Future AtPresidio, we're at the forefront of a global technology revolution, transforming industries throughcutting-edge digital solutions and next-generation AI. We empower businesses-and their customers-to achieve more through innovation, automation, and intelligent insights.

The Role As a Sr. Service Delivery Manager at Presidio, you will have ownership of the relationship between Presidio Managed Services and a portfolio of our customers as well as with the associated regional Presidio account personnel. You will be responsible for being the voice of both the customer to Presidio Managed Services Delivery and for Delivery to the customer. You will ensure alignment of the services we are providing and associated communication with the associated Presidio account management, sales overlay and business unit regional leadership. It includes taking an end-to-end view of the services and seeking to be proactive in the continuous improvement of the services being provided.

Travel Requirements:

This is a remote role based within the Continental US. Required travel will be 5%.

Responsibilities Include:

• Manages client satisfaction in the delivery of IT services, ensures profit objectives are met, directs an on-going strategic plan for the account. Provides the client a primary point of contact within Presidio and has the responsibility and authority for deployment of resources to support the client from all Presidio business units
• Provides leadership to the account team. Ensures that the team understands and delivers the unique value proposition (competitive advantage, financial achievement, etc.) that Presidio has sold to the client
• Provides management and technical direction to multiple complex service delivery projects within the account. Assumes responsibility for all aspects of account performance (technical, contractual, administrative, and financial). Facilitates successful integration, sets the account vision, communicates sense of core purpose, manages change, and builds a culture open to industry changes
• May lead business development teams in identifying new business opportunities for Presidio and managing the sales cycle from start to finish, particularly in add-on business to existing accounts
• Leverages existing client relationships to develop follow-on business to increase the revenue stream
• Manages a team of Project Management professionals in the provisioning of customers for Presidio Managed Service offering
• Manages all client deliverables with the Project Management team
• Works with other Managed Services departments to maintain and improve customer SLA metrics
• Manages customer satisfaction for high touch customers and customer escalations.
• Meets agreed upon client deliverable schedules and manage client expectations
• Manages appropriate internal and external resources to meet set deadlines
• Refines as necessary-procedures, diagrams and documentation processes
• Facilitates customer meetings and teleconferences
• Maintains active communication internally and externally
• Manages multiple projects
• Measures success on maintaining high degree of customer satisfaction

Required Skills and Professional Experience

• Bachelor's degree or equivalent work experience and/or military experience
• 8+ years of experience managing IT services customer relationships
• US Citizen for Security Clearance
• Thorough understanding of ITIL v 3 Foundation Service Management
• Due to the nature of a 24 x 7 x 365 operation, must be willing to be available for occasional non-traditional business hours work
• Knowledge of administration and management principles, specifically in; planning, resource allocation, and coordination of people and resources
• Strong customer service, interpersonal, and active listening skills
• Operative active learning skills to understand the implications of new information for both current and future problem-solving and decision-making
• Advanced project management, time management, and coordination skills to plan, organize, staff, and assist in the overall direction of the department
• Excellent oral and written communication skills. Proficient command of the English language and reading comprehension
• Strong critical thinking, appropriate judgment, and logical decision-making skills
• Effective resource tracking, instructing, and quality control analysis skills, to evaluate the quality of performance and take corrective action when necessary
• Good presentation skills with the ability to manage relationships by persuading and negotiating with others
  
  

Preferred Skills & Professional Experience:

• ServiceNow experience

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Your future at Presidio
JoiningPresidiomeans stepping into aculture of trailblazers-thinkers, builders, and collaborators-who push the boundaries of what's possible. With our expertise inAI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.

Here,your impact is real.Whether you're harnessing the power ofGenerative AI, architecting resilientdigital ecosystems, or drivingdata-driven transformation, you'll be part of a team that is shaping the future.

Ready to innovate? Let's redefine what's next-together.

About Presidio
At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information, visit www.presidio.com.

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Applications will be accepted on a rolling basis.

Presidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve.

Presidio is an Equal Opportunity Employer Disability/Vets. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

The "Know Your Rights" Poster is available here: "Know Your Rights" - Link Presidio's EEO Policy Statement is available here: Careers - Presidio

Presidio is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to recruitment@presidio.com and let us know the nature of your request and your contact information.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to recruitment@presidio.com.

Notice to Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our careers email address, Presidio employees or any other means. Presidio is not responsible for any fees related to unsolicited resumes/CVs.

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