Enterprise Service Delivery Manager

About the role: The Enterprise Service Delivery Manager (ESDM) oversees the delivery of Dataprise services on customer accounts, ensuring the best customer experience, and the highest level of customer satisfaction. The ESDM proactively manages customer expectations, identifies opportunities for improvement in their accounts, and provides technical strategic guidance to ensure customers recognize the value of their contracted services. ESDM’s are expected to manage any service delivery issues that emerge, escalate technical issues as needed, provide status reporting to both external and internal stakeholders, while maintaining exceptional levels of customer satisfaction. The successful candidate will be a technically savvy relationship manager with a proven record of accomplishment in providing oversight and management of recurring IT (Information Technology) Managed Services for large and complex customers.

The ideal candidate has strong IT Managed Services operational experience, exceptional customer service skills, and works well as part of a team. The ESDM will partner with a Dataprise AM (Account Manager) to give our customers an edge over their competition by providing expert advice on the technologies that can best support their business objectives and manage day-to-day operations.

***This position is for candidates who live in the Washington, DC or the New York City metro areas.***

Why Dataprise?  

• Dataprise is a private equity backed company whose mission is to grow organically and inorganically through the acquisition of solid performing businesses that are well aligned to our philosophies and values. 
• Our mission is to delight our clients and create an outstanding people experience both internally and externally. 
• We are an employee focused organization that prioritizes employee retention, satisfaction, and empowerment. 
• We provide career growth opportunities through internal movement and through continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees. 
• Comprehensive Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities.  
• A commitment to Diversity, Equity, and Inclusion (DEI) through a multi-faceted DEI Program. 
• A focus on work/life balance including hybrid and remote work options, 10 paid holidays and generous PTO. 
• Competitive pay and a comprehensive benefits package including top-quality medical, dental, and vision coverage for you and your family + FREE telemedicine benefits, company-paid Employee Assistance Program (EAP), and 401(k) with company match. 
• An opportunity to grow, be challenged, have fun, and learn from some of the most talented technology professionals out there.   

. What You’ll Do:

• Ensure optimal service delivery and customer satisfaction for an assigned set of Dataprise clients.
• Own customer outcomes delivery, including the full lifecycle from onboarding to service operations, by understanding the customers’ success criteria and issues.
• Analyze and understand customer technical, business, and organizational requirements and build that into a customer engagement strategy.
• Utilize consultative skills and understanding of technology to explain Dataprise solutions.

• Collaborate with operational delivery teams to ensure agreed upon Service Level Agreements are met.
• Assist in the selection and training of new team members.
• Work closely with other departments at Dataprise to take feedback from the customer and/or Account Manager to improve service delivery.
• Validate and track the value delivered and expected outcomes of the Dataprise solutions.
• Perform regular risk and trend analysis to help customers identify and mitigate any risks associated with their technology.
• Collaborate with Dataprise partners during the service lifecycle and in delivering joint customer engagements.
• Work with the Account Manager to document and provide executive summary reporting to customers highlighting the work assessed during a given period of performance (monthly, quarterly, annually, etc.).
• Responsible for the profitability of assigned accounts.

What Skills & Experience You will Need:

• 7+ years proven experience in technical operations management of multi-faceted delivery team(s).
• 5+ years of experience as an Operations Support Manager or Director of IT for mid-market size organizations.
• 2+ years providing technical or IT strategic consulting services.
• Strong understanding and experience in operating within IT Service Management and IT Governance frameworks such as ITIL 4.0.
• Experience managing financials and developing ROI strategies.
• Strong strategic thinking skills, business acumen, creativity, and passion for providing high level strategic consulting to an assigned set of corporate and enterprise clients.
• Excellent client facing skills and a drive to provide outstanding service and support.
• Well versed in stakeholder management with an ability to get the right recommendations into the right hands to ensure timely completion and get executive buy-in.
• Excellent communication (verbal and written), interpersonal, business management, time management, and developmental skills.
• Strong multi-tasking skills to be able to manage multiple priorities at once and resolve conflict in a fast-paced environment.
• ITIL Strategic Leader, Six Sigma Green/Black Belt, or Agile Leadership certification preferred.
• Undergraduate or higher degree in Computer Science or business disciplines preferred.

Enterprise Service Delivery Manager Success Factors:

• ESDM’s will be measured on several key performance indicators (measured quarterly):
  • Existing customer satisfactionretention
  • Operational Profitability of assigned service contracts
  • The identification of new recurring, project, and product revenue from their assigned customer base
  • Being able to utilize previous experience to provide consultative advice to mid-market customers.  Become a trusted advisor for assigned customers.
• ESDM’s will be expected to grow his/her technical and managerial skillsets through regular continuing education and attending role-based seminars.

Compensation:

• Dataprise is committed to maintaining a positive work environment by ensuring that compensation across the Company is managed in a competitive, consistent, and fair manner. Each Dataprise employee will be compensated in line with their specific scope of responsibility, skill level, and educational background, in addition to the projected impact on the success of the Company.
• We have a comprehensive Compensation Management System which establishes the guidelines we use in making compensation decisions and is comprised of compensation policies, salary structures, salary grades, incentive target guidelines, job descriptions, and career charts.
• This position’s Salary Range is $125,000-$140,000 with a 10% bonus potential. NOTE: this is the range at the national average level; specific salaries offered will be adjusted higher/lower due to the local labor market of the candidate. Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons).

Dataprise Diversity Commitment: At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!


Dataprise is an Equal Opportunity Employer.