Ensono
Manager–ServiceDeliveryManagement
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“Manager – Service Delivery Management at Ensono. Skills: Service Delivery Management, Client Relationship Management, Operational Improvement, ITSM. Act as client advocate. Serve as escalation point”
What You'll Achieve.
Achieve client outcomes; Achieve service levels; Exceed client expectations
Industry & Context.
Problem-solving skills
Willing to travel
What They're Looking For.
Must Have
8+ years IT Service Management, 5+ years leadership experience, 2+ years people management, Client relationship management, Operational ability, In-depth knowledge escalation procedures, In-depth knowledge incident management, Proficient understanding ITIL principles, Demonstrated understanding Mainframe, Demonstrated understanding Open Systems, Demonstrated understanding Virtualization, Demonstrated understanding Databases, Demonstrated understanding Cloud Computing, Demonstrated understanding Middleware, Demonstrated understanding Networking, Willing to travel as required
Nice to Have
Exceptional customer-facing skills, Acts as role model, Supporting team growth, Ability to multi-task, Work independently, Readiness to demonstrate proactive attitude, Manage through influence, Organizational skills, Solid resource planning, Problem-solving skills, Management consulting experience, Manage competing priorities, Excellent verbal communication, Excellent written communication, Communicating with senior level executives, Communicating with key stakeholders
What You'll Do.
Act as client advocate
Serve as escalation point
Coordinate internally across Ensono
Ensure relationship levels achieved
Ensure service levels achieved
Provide guidance to operational teams
Ensure exceptional client experience
Ensure contractual obligations met
Identify operational risks
Capture operational risks
Communicate operational risks
Identify operational insights
Capture operational insights
Communicate operational insights
Identify operational opportunities
Capture operational opportunities
Communicate operational opportunities
Identify operational efficiencies
Capture operational efficiencies
Communicate operational efficiencies
Develop improvement plans
Execute improvement plans
Direct support resources
Capture important client data
Track progress against outcomes
Analyze environment health
Analyze environment wellness
Analyze incident data
Educate operational team
Provide technical support
Provide training on Ensono products
Coordinate with internal SMEs
Coordinate with support organizations
Build relationships across client organization
Confirm right level participation
Seek opportunities to improve CSAT
Optimize service quality
Optimize client experience
Use operational health to identify risks
Use operational health to identify insights
Use KPIs to identify risks
Use KPIs to identify insights
Communicate risks to client
Communicate risks to leadership
Communicate insights to client
Communicate insights to leadership
Provide executive communication
Provide account updates
Provide service improvement plans
Architect service improvement plans
Execute service improvement plans
Monitor service improvement plans
Collaborate with Client Partner
Coordinate client relationship management
Manage strategic outcomes
Manage client's contractual relationship
Manage critical client issues
Manage critical client incidents
Communicate client expectations
Ensure coordination across Ensono team
Assess account performance
Manage client challenges
Deliver high quality service
Act as product advocate
Act as subject matter expert
Provide guidance to clients
Provide recommendations to clients
Strengthen client relationship
Exceed client expectations
Establish operational meetings
Lead operational meetings
Focus on ITSM governance
Focus on SLA adherence
How You'll Work.
Team & Collaboration
Cross-functional teams; Client's organization; Ensono teams; Senior level executives; Key stakeholders
Communication Scope
Executive communication; Verbal communication; Written communication
Process & Methodology
Account plan
Full Job Description
At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things! We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation. We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose. About the role and what you'll be doing: The MANAGER – Service Delivery Management possesses a wealth of IT service knowledge, adept in bringing efficiencies and improvements to disparate processes and systems. A successful MANAGER - SDM is a role model to their peers, leads through influence, breaks down silos, and manages competing priorities. The MANAGER - SDM must be an impeccable communicator that can effectively adapt to their audiences and is a Relentless Ally for the client. Primary Responsibilities: Acts as a client advocate and a point of escalations for client service delivery needs. Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensono’s’ operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met. Leads the process to actively identify, capture, and communicate operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries. Directs assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the client’s business outcomes. This may include analyzing the health/wellness of the client’s environment, data on incidents/SLAs. Educates the operational team i
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