Service Delivery Manager (US only)

Description Here, at Klik Solutions, a rapidly growing Managed IT Services Provider (MSP), we integrate customers’ internal IT Support, delivering an exceptional IT experience so that our clients can focus on new ways to advance business. Our IT services are about establishing, planning, managing, and supporting IT structures for large and medium-sized enterprises, start-ups, and non-profit organizations. Our projects vary from small office IT solutions to the big company outsourcing the IT infrastructures setup from scratch with further support. It is always about delivering complex hardware and software approaches, establishing IT structures, auditing network security, and improving IT cloud solutions.The Service Delivery Manager (SDM) serves as the single point of contact for all customer inquiries about the accounts they manage, including the management of assigned projects. The successful candidate will work directly with clients (or their representatives) to ensure deliverables fall within the applicable scope and budget. He or she will coordinate with other Klik Solutions departments (Sales, Technical, Support Desk, etc.) to ensure all aspects of customer inquiry or projects are compatible. Role And Responsibilities

Monitor and provide initial response and triage of all escalated customer requestsIdentify, assign, and work with appropriate Internal resources to determine the requested delivery pathCommunicate to clients clearly, address their concerns, and resolve any conflicts that ariseRaise clients’ business concerns and needs to the company’s managementAssist in negotiating and closing business contracts with existing and new clientsPrepare and present business and account updates to the company’s management and clientsFollow up with clients to ensure they are satisfied with the company’s products or servicesContributing information to sales strategies by assessing current product results, monitoring competitive products, assessing needs to be filled, and analyzing customer reactionsAssist in the definition of project scope and objectives, involving all relevant stakeholdersCommunicate with clients to take detailed ordering briefs and clarify specific requirements of each project/inquiryDevelop a detailed project plan to monitor and track progressProvide summarized meeting minutes to the client and stakeholders with action items appropriately assigned and delegated.Manage changes to the project scope and project schedule using appropriate verification and internal proceduresEnforce proper project time and task tracking, specifically to analyze the successful completion of short and long-term goals.Coordinate internal resources and third parties for the flawless execution of projectsEnsure that all projects are delivered on time, within scope, and within budgetCreate and maintain comprehensive project documentationEnsure proper management and archival of project documents and artifacts by team membersManage the relationship with the client and all stakeholdersPerform risk management to minimize project risks in terms of scope, schedule, resourcesPerform special projects or management tasks as assigned by the Service Management DirectorUse and continually develop leadership and professional skills, attend video conferences and training as requiredOccasional after-hours and weekends are required, where the SDM is expected to check in and provide updates to stakeholders and clients.Requirements

Verbal and written communication skillsExcellent understanding of the companyStrong negotiation and customer service skillsMultitasking skillsData collection and analysis skillsListening skillsInterpersonal skillsEmotional intelligenceFamiliar with a variety of the PM field's concepts, practices, and proceduresProven working experience in project management/coordination not less than 1 yearStrong working knowledge of MS Office 365 (Project, Visio, Teams, etc.)CompTIA Project+ or higher-level certification is a plus!Experience with ConnectWise Manage/Automate is a plus!Process ImprovementPerformance Management

#J-18808-Ljbffr