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Service Delivery DirectorRemote - United StatesJR009602Please note this is a hybrid role located at a client site in Parsippany-Troy Hills, NJAt 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.HonestyReliabilityCuriosityCollaborationPassionAbout the role and what you’ll be doing:
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 in understanding how clients utilize Ensono services in support of their business.
Provides technical support or training on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations. Leads by example, demonstrating a high level of knowledge and proficiency.
Builds relationships across the client’s organization to confirm the right level of participation across IT and the business to drive success and achieve the client’s outcomes.
Sets the example for the team by maintaining and continually seeking opportunities to improve CSAT through optimizing service quality and end-to-end client experience.
Uses operational health and KPIs to identify and communicate risks and insights to the client and Ensono senior leadership.
Provides executive level communication for critical business impacting events, account updates, and service improvement plans.
Architects, executes, and monitors service improvement plans (SIP) across all Ensono operational delivery.
Collaborates with the Client Partner (Sales) to build a strong account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client’s overall contractual relationship.
Manages critical client issues/incidents via an ITSM based approach, communicating the client’s expectations, and ensuring coordination across the Ensono team to deliver.
Assesses account performance through Ensono’s Client Health Dashboard and works across Ensono teams to manage client challenges and deliver high quality service to each client.
Acts as a product advocate and subject matter expert, providing guidance and recommendations to clients, strengthening the relationship as well as exceeding expectations.
Establishes and leads operational meetings focused on ITSM governance and SLA adherence.
We want all new Associates to succeed in their roles at Ensono. That’s why we’ve outlined the job requirements below. To be considered for this role, it’s important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.Required Qualifications
8+ years of IT Service Management experience in a client-facing role
5+ years of leadership experience
Client relationship management experience
Operational ability in diverse, large-scale, multi-platform, outsourced environments
In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
Proficient understanding of ITIL (https://www.simplilearn.com/itil-implementation-best-approaches-article) (Information Technology Infrastructure Library) principles
Demonstrated understanding of any of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking
Willing to travel as required (e.g., client service reviews at client site)
Preferred Qualifications
Exceptional customer-facing skills
Acts as role model, supporting the growth and success of the team
Highly motivated, strong desire to learn quickly, ability to effectively multi-task and work independently, and the readiness to demonstrate a proactive attitude
Strong ability to manage through influence
Strong organizational skills
Solid resource planning and problem-solving skills
Experience in management consulting is a plus
Able to effectively manage competing priorities from a variety of stakeholders
Excellent verbal and written communication skills, including communicating with senior level executives and key stakeholders
Why Ensono?Ensono is a place to make better happen – for our clients and for your career. You can do great things through innovation or collaboration, by learning or volunteering, or to promote diversity and inclusion. You can do great things for your own health or for a healthier planet. Whatever it means to you to do great things we want Ensono to be the place you can do it.We are a client-facing business, but we do encourage clients to allow us to work remotely most of the time so if you are not required to be on client site, you can choose to work from home or in our Ensono offices.
Unlimited Paid Days Off
Two health plan options through Blue Cross Blue Shield
401k with company match
Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts
Depending on location, ability to take advantage of fitness centers
Wellness program
Flexible work schedule
Ensono is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment to our Associates and building a diverse and inclusive workforce. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or other legally protected basis, in accordance with applicable law.Pay transparency nondiscrimination statement/posting OFCCP’s pay transparency policy can be found onOFCCP’s website (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp%20EnglishformattedESQA508c.pdf) .If you need accommodation at any point during the application or interview process, please let your recruiter know or email [email protected]JR009602
