Associate Service Delivery Manager @ Ensono

• 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.
• Educates the operational team in understanding how clients utilize Ensono services in support of their business.
• Provides guidance on Ensono products (ie, client portal) by coordinating with internal SMEs and support organizations.
• Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
• Assists with preparation and delivery of operational health and KPIs for monthly/quarterly business level reviews (MBR/QBR) with the client and Ensono senior leadership.
• Collaborates with the Client Engagement Team (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.
• Supports 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.
• Demonstrates product knowledge, supporting recommendations to clients, strengthening the relationship as well as exceeding expectations.
• Supports operational meetings focused on ITSM governance and SLA adherence.
• Tracks and reports moves, additions, and changes to client assets.
• Prepares and delivers operational health and KPIs for monthly/quarterly business level reviews (MBR/QBR) with the client and Ensono senior leadership

Required Qualifications

• 2+ years of IT Service Management experience in a client-facing role

• Operational ability in diverse, large-scale, multi-platform, outsourced environments

• Knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Proficient understanding of ITIL (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 (eg, client service reviews at client site)

Preferred Qualifications

• Exceptional customer-facing skills
• Client relationship management experience
• Highly motivated, strong desire to learn quickly, ability to effectively multi-task and work independently, and the readiness to demonstrate a proactive attitude
• Strong organizational skills
• Solid resource planning and problem-solving skills
• 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