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Form of workJob Description
Scope of Services:
The IT Service Delivery and Account Management role involves coordinating the delivery of information technology services to clients, ensuring adherence to service plans and policies, and optimizing service quality and efficiency. This position will manage operational account health, including governance, billing, annual forecasting, and contracting activities in alignment with the Head of IT. The role requires active participation in meetings, reporting on team performance, and continuous improvement of service delivery. Success will be measured by operational health and readiness, strategic and tactical leadership oversight, service delivery and operational readiness, and financial performance against contracts.
The IT Service Delivery and Account Management role involves coordinating the delivery of information technology services to clients, ensuring adherence to service plans and policies, and optimizing service quality and efficiency. This position will manage operational account health, including governance, billing, annual forecasting, and contracting activities in alignment with the Head of IT. The role requires active participation in meetings, reporting on team performance, and continuous improvement of service delivery. Success will be measured by operational health and readiness, strategic and tactical leadership oversight, service delivery and operational readiness, and financial performance against contracts.
Roles, Responsibilities and Deliverables:
- Ensure efficient and effective IT operations daily.
- Manage all IT related infrastructure and service delivery processes.
- Ensure proper implementation of management plans and policies in rendering services to clients.
- Oversee and direct the activities of the service delivery team.
- Own end-to-end responsibility of the contracting lifecycle.
- Support execution against planned spending and revenue targets.
- Ensure quality customer billing and invoicing.
- Conduct business reviews and deliver against all other governance responsibilities.
- Deliver portfolio-level reporting to drive transparency and trending against targets and other service improvement initiatives.
- Receive complaints and inquiries from customers and promptly work towards providing a solution to the problems.
- File periodic reports to top management on the performance of the team, customers’ complaints, and suggestions.
- Assist Head of IT in making decisions that will improve service delivery and customer satisfaction.
- Integrate useful customers’ suggestions into delivery plans and policies.
- Seamlessly interface with individuals at all levels of the organization, having frequent interaction with executive leadership and other key leaders to improve overall account health.
- Ensure efficient and effective management of resources.
- Develop and maintain relationship with customers and potential customers.
- Work together with team members to develop service agreements and supports that will assist in service delivery.
- Manage and prioritize all opportunities to enhance operational efficiencies and process improvements.
- Suggest appropriate technologies to be adopted so as to meet present and future demands of the business.
Qualifications:
- A degree in management or IT related discipline is preferred.
- Expert in the IT field with 5+ years of training in managed service environments, either as a team member or as an assistant to an IT service delivery manger.
- In-depth knowledge of IT network, systems, security, storage, server and server visualization.
- Working knowledge of IT hardware and software maintenance, repairs, and troubleshooting.
- Good planning, communication and leadership skills.
- Good customer service orientation.
Benefits:
- 401(k)
- 401(k) matching
- Cell phone reimbursement
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Mileage reimbursement
- Paid time off
- Travel reimbursement
- Vision insurance
- Work from home
Experience level:
- 5 years
Schedule:
- Monday to Friday
Travel requirement:
- Travel
- Up to 25% travel
Education:
- Bachelor's (Required)
Experience:
- IT support: 5 years (Required)
Work Location: Hybrid remote in Buffalo, NY 14221
