Associate Service Delivery Manager

1 hour, 11 minutes ago
Junior
Project and Program Management
Ensono

Ensono

Ensono provides comprehensive hybrid IT solutions and governance, enabling businesses to navigate complexity and modernize their technology infrastructure, from cloud services to mainframe systems, tailored to each client's unique journey.

IT Services
1K-5K
Founded 1969

Description

  • Act as a client advocate and escalation point for service delivery needs.
  • Coordinate across cross-functional Ensono teams to meet service levels and contractual obligations.
  • Provide guidance on Ensono products, including the client portal, by working with internal SMEs and support teams.
  • Maintain and improve client satisfaction by optimizing service quality and the end-to-end client experience.
  • Prepare and deliver operational health and KPI reporting for monthly and quarterly business reviews with clients and senior leadership.
  • Collaborate with the Client Engagement Team to build account plans and manage strategic client relationships and contractual outcomes.
  • Support critical client issues and incidents using an ITSM-based approach and cross-team coordination.
  • Assess account performance using the Client Health Dashboard and help manage client challenges.
  • Support operational meetings focused on ITSM governance and SLA adherence.
  • Track and report moves, additions, and changes to client assets.

Requirements

  • 2+ years of IT Service Management experience in a client-facing role.
  • Experience working in diverse, large-scale, multi-platform, outsourced environments.
  • Knowledge of escalation procedures, incident management, and service delivery disciplines.
  • Proficient understanding of ITIL principles.
  • Demonstrated understanding of one or more of the following: Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking.
  • Willingness to travel as required, including client service reviews at client sites.

Interested in this position?

Apply directly on the company website

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