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About the Role

The Service Delivery Manager will develop and manage partnerships with global and enterprise clients, addressing customer challenges through the daily implementation of these partnerships. This role involves planning, managing, and executing multiple Managed Services Engagements and daily project initiatives to deliver world-class customer experiences and expand capabilities. The position serves as the primary customer-facing contact for Managed Services customers, working proactively to understand business objectives and establish effective account strategies.

Responsibilities

Lead large, complex, enterprise-wide projects and managed services engagements through all project lifecycle phases.
Build and maintain strong client relationships at all levels, including C-level, to act as a trusted business partner.
Meet revenue, profit, and growth objectives, and improve overall customer satisfaction targets.
Establish and maintain relationships and communications at all levels of the organization.
Optimize resource allocation, scheduling, and utilization.
Support senior executives in strategic analysis, project scoping, and approach definition.
Prepare reports for upper management on project performance and financial status.
Plan and facilitate internal and client-facing team meetings and working sessions, communicating outputs.
Identify risks and develop/facilitate risk mitigation actions.
Develop and facilitate change management plans/actions.
Act as the liaison between Zones and customers for business, technical, and project team meetings.
Serve as an escalation point for issues beyond project team authority, resolving conflicts involving scheduling, resources, or technical issues.
Communicate with clients to assess satisfaction levels with products and services.
Participate in customer meetings as sales support to develop new and grow existing business opportunities.
Manage overall project lifecycle, including PMI concepts: Integration, Scope, Time, Cost, Quality, Resources, Communications, Risk, and Procurement.
Set and continually manage project expectations with team members and stakeholders.
Develop and implement systems and processes to support meeting client SLAs.
Train, mentor, and coach subordinates and peers to deliver services and projects based on industry methodology and best practices.
Manage IT Service Levels and Operational Requests from the Customer.
Travel to customer sites as required.

Requirements

Bachelor’s Degree and a minimum of 10 years’ experience with Service Delivery, Project Management, or business consulting.
Exceptional communication skills and experience working with executives and C-level stakeholders.
Demonstrated knowledge of PMBOK, including risk management, change order management, performance measurements, financial and qualitative analysis, and project/people management.
Extensive experience in managing large long-term Managed Services engagements, managing profitability, and successfully meeting client expectations and goals.
Ability to manage multiple priorities while staying aligned to project objectives.
Leadership skills to influence client expectations and goals across the client enterprise and multiple project environments.
Experience with business transformation and change management.
Experience and success in managing service level agreements with penalties.
Experience successfully collaborating in a pre-sales environment with technical resources.
Demonstrated ability to translate technical requirements into a detailed quote or Statement of Work.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to implement effective personnel/project risk management and safety strategies.
Ability to work and adapt to change in a fast-paced environment.
Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Project.
Must have skills in five key general management areas: client relationship management, consultative selling, financial/business management, portfolio/project management, and team management.
Experience coordinating sub-contracted vendors and offshore teams.

Skills

Service Delivery
Project Management
Business Consulting
Client Relationship Management
Consultative Selling
Financial Management
Business Management
Portfolio Management
Team Management
Risk Management
Change Management
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Microsoft Outlook
Microsoft Project

Location

Remote

Work Type

Full-time

Experience Level

10+ years

Education Level

Bachelor's Degree
MBA preferred

Salary/Compensations

$120,000-140,000

Benefits

Medical coverage
Dental coverage
Vision coverage
Life insurance
Disability insurance
Voluntary accident insurance
Voluntary hospitalization insurance
Voluntary critical illness insurance
401(k) plan with matching provision
Paid time off
Personal sick leave

About the Company

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain.
Zones specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services.
Zones operates in more than 120 countries, leveraging a robust portfolio and utilizing high certification levels from key partners.
Zones is a Minority Business Enterprise (MBE) in business for over 35 years.
Zones is a corporate member of the Northwest Minority Supplier Development Council.

Equal Opportunity

As a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.
Zones participates in E-Verify. E-Verify is a system that compares information from a team member’s Form I-9 to federal records to confirm their eligibility to work in the United States.