Associate IT Service Delivery Manager

Established in 1979, designDATA, a subsidiary of Doyon Government Group (DGG), is a leading IT Managed Services Provider in the Washington, DC Metro area. We specialize in empowering organizations with scalable solutions for secure and efficient work environments. Through a client-centric approach, we align IT operations with organizational objectives, ensuring staff have the resources they need to thrive. Our services include 24/7 technical support, data center and cloud services, cybersecurity solutions, end-user training, and enterprise-level consulting. designDATA is a Microsoft Gold Certified, HP, VMware Enterprise, Cisco Premier Certified, Venture Tech Network, Symantec and Lenovo Partner.

The Associate IT Service Delivery Manager position is responsible for delivering our IT managed services to a portfolio of client accounts with the support of a cross-functional team. This role involves helping designDATA safeguard our revenue, retain our clients, grow our accounts, and spearhead projects to modernize client infrastructure.

ESSENTIAL FUNCTIONS:

Account Management
• Manage 8 to 10 client accounts with the support of a dedicated cross functional team
• Drive contract renewal and project sales activities within assigned accounts to meet service renewal and expansion targets, to include cultivating leads and generating and presenting proposals
• Motivate clients to adopt designDATA infrastructure and IT offerings
• Analyze clients’ environments and needs regularly to identify new sales opportunities
• Meet with clients regularly to ensure satisfaction with our services
• Establish and maintain key relationships with our clients
• Obtain, evaluate, and select quotes from vendors and partners to meet client needs
• Ensure both the company and clients adhere to contract terms
• Plan and organize daily activities related to operations and customer service
• Coordinate and manage client equipment acquisition and scheduled maintenance
• Act as the client's authorized representative as needed for other technology vendors

Customer Service
• Communicate and escalate issues as needed with the senior leadership team
• Act as the point of contact for client concerns and escalate issues appropriately
• Identify and promote opportunities to improve our processes and service delivery
• Schedule client maintenance periods and downtime with the client and designDATA
• Act as Incident Manager for issues affecting clients during regular business hours
• Participate in the On-Call Operations Manager rotation for after-hours incidents
• Client Documentation to enhance optimal service efficiency
• Client Health Management
• Client Retention and Contract Renewals to maintain MRR
• CBR process adherence and Improvements
• Client Meeting adherence and Improvements

Project Management
• Meet with internal subject matter experts and resource managers to plan and staff projects
• Keep clients informed, manage their expectations, and drive delivery of their dependencies
• Keep our leadership team informed of project status, including new risks and needs
• Manage project pipeline and assigned quota

KNOWLEDGE, SKILLS & ABILITIES:
• Outstanding ability to work both independently and within a team environment
• Outstanding communications and customer relations skills
• Excellent documentation management skills
• Strong and diverse technical skills with a willingness to be hands on as needed
• Proven ability to communicate with both end users and executives
• Willingness to go “above and beyond” to exceed customer expectations
• Effective client-facing interpersonal skills; comfortable and effective at acting as a liaison between multiple technology groups
• Tailors’ communication appropriately within the team, the company, and clients
• Exceptional analytical and problem-solving skills
• Works well under stress, pressure, and deadlines
• Thrives on working well with clients and provides exceptional service
• Well-organized, self-directed team player

QUALIFICATIONS:
• Bachelor’s degree preferably in information technology management or related field
• 3+ years of progressive IT experience
• IT management and/or supervisory experience desired but not required
• Proven track record managing a diverse technology group in a fast-paced and customer- focused team environment
• Current CompTIA Project+ or willing to obtain a Project Management certification within 9 months of moving into this role