Expert Service Delivery Manager

Responsibilities

• Manages the technology client relationship including daily communications, weekly status meetings, and monthly KPI/SLA reporting to executives
• Owns all client hosting issues and ensures they are satisfactorily resolved
• Delivers regular program status updates and performance reporting
• Owns all collaboration to ensure internal groups and business partners are delivering successfully
• Serves as the technology escalation point for clients
• Manages hosting profit margin and continuously strives to maximize it
• Manages client delivery expectations
• Manages environmental change control for client awareness and acceptance
• Manages numerous internal workstreams for clients (decommissions, right-sizing, security, best practices)
• Executes performance monitoring tools and reporting for proactive issue identification and resolution