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 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.