About the role: The Service Delivery Manager (SDM) is a crucial role in our organization, responsible for managing the technical relationship between existing customers and Dataprise. The qualified SDM has a solid technical understanding of managed services and the ability to identify opportunities for an assigned group of customers. The SDM will be responsible for executing a cadence of onsite and remote customer visits as well as recurring meetings with Dataprise Account Managers to ensure all client activities are prioritized and in the best interest of the client.
***This position is for candidates who live on the East Coast, USA***
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:
- Act as the client liaison and primary technical point of contact with overall responsibility for the technical partnership between Dataprise and the client.
- Play a central role in developing the winning IT Strategy for a set group of clients.
- Provide expert advice to clients on the technologies and services that can best support their business objectives, giving them an edge over their competition.
- Coordinating with a variety of Dataprise departments to leverage resources as needed to address service requests, client/Dataprise relationship matters, billing concerns, etc.
- Working directly with the Account Management and Solution Engineering teams to schedule and complete scoping calls.
- Manage technology-related vendors such as internet service providers, copy and print vendors, line of business application vendors and other service providers.
- Perform regular risk analysis and help clients identify and mitigate any risks associated with their technology.
What Skills & Experience You’ll Need:
- A well-rounded technical skill set consisting of IT Infrastructure/Network Project Management experience and strong knowledge of the latest versions of Microsoft technologies such as Windows Server, Active Directory, Exchange Server, Azure, and Office365.
- A background in managing clients subscribed to managed services agreements.
- MSP experience is preferred
- The ability to translate technical content to non-technical customers.
- The business acumen to provide high level strategic consulting to clients.
- Excellent communication and time management skills.
- The ability to take ownership of attaining performance goals.
- A results-oriented drive.
- A strong work and service ethic.
- Fantastic poise and judgment.
- An open mind who is adept at resolving problems and conflicting situations.
- PMP/ITIL certifications.
Service Delivery Manager Success Factors:
- SDM’s will be measured on several key performance indicators assessed during quarterly performance reviews, including but not limited to:
- Existing customer satisfaction/retention from contract term status and survey results.
- The identification of new recurring, project, and product revenue from their assigned customer base.
- Maintaining account profitability while ensuring delivery of contractual obligations.
- SDM’s will be expected to grow their technical skillset through regular continuing education and certification such as A+, ITIL, MCSA, and sales-based technical training.
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 $90,000-$110,000 (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.
