About the Role:

The Service Delivery Manager (SDM) will be the cornerstone of ensuring customer and service success for Trace3’s Managed Service solutions. The SDM will provide invaluable technical guidance, support, and input to manage operational excellence, build strong, long-term relationships, and ensure overall service delivery for assigned engagements. This position will work closely with the technical teams, account teams and project managers to monitor all activity regarding key Managed Services clients and ensure quality communications and deliverables. As an SDM, this person will play a key part of our Managed Services practice growth, help implement best practices and new methodologies, and help our organization continually define what delivery excellence is within Trace3.

What You'll Do:

• Responsible for supervising and ensuring optimal client satisfaction throughout the entire life cycle of the Managed Services engagement by providing the Trace3 “Total Customer Experience”.
• Day-to-day management and point of contact for client escalation for Managed Services customer accounts.
• Manage, coordinate, and regularly communicate with assigned accounts, including weekly status and ad-hoc meetings/calls, to set expectations and negotiate priorities appropriately.
• Ensure transfer of knowledge of customer systems, processes, and requirements to the technical teams, to enable them to provide consistent high-quality service.
• Escalate to management and account teams appropriately, bringing topics of interest and concern to their attention before the customer’s business is impacted.
• Participate in relevant customer meetings, such as project meetings, change review meetings, service review meetings, and track resulting action items to completion.
• Establish and own business meeting cadence to monitor service deliverables and improvement opportunities.
• Deliver high-quality service reports to assigned clients while continuously tracking client specific KPIs.
• Review and evaluate areas where Managed Services can reduce risk, improve efficiency, and save costs for our clients.
• Lead and present customer environment health checks and by conducting regular service reviews with the account team to ensure overall IT robustness.
• Identify gaps in service delivery, and work with the team to continuously improve to meet and exceed goals.
• Identify new opportunities in your account base to increase Trace3’s overall value as a top solution partner.
• Partner with internal teams to educate and improve the sales engagement methodology.
• Participate in the creation and delivery of new Agreements and onboarding of new clients.

Qualifications & Interests:

• Bachelor’s degree from an accredited university preferred
• A minimum of 10 years overall job experience in Information Technology with at least 5 years’ experience in Consulting/Professional Services
• Excellent understanding of business environments and challenges of IT operations in an enterprise level corporation
• Strong leadership experience and ability to build collaborative working environments.
• Team player mentality and experience building relationships with various stakeholders within an organization.
• Detail and results oriented; passionate about delivering exceptional service, and a good level of commercial acumen to identify opportunities for cost reduction and continuous service improvement.
• Continuous learning mindset - takes advantage of ideas, best practices, and solutions developed elsewhere and effectively translates.
• Strong conflict negotiation and problem-solving skills.
• Excellent oral, written communication and presentation skills.
• Highly organized, detail-oriented, excellent time management skills and able to effectively prioritize tasks in a fast-paced, high-volume, and evolving work environment.
• Ability to approach customer and sales requests with a proactive and consultative manner; listen and understand user requests and needs and effectively deliver.
• Comfortable managing multiple and changing priorities, and meeting deadlines in an entrepreneurial environment.