enVista is a high-growth, high-tech global software, consulting, managed services and automation firm that optimizes supply chain and commerce for thousands of omnichannel retailers, distributors, and manufacturers. enVista is the only solutions provider in the market that unifies both supply chains and omnichannel commerce end-to-end, from order capture to fulfillment, and from supplier to customer.
Our global associates are on the front lines of commerce, supply chain and technology – developing innovative solutions that improve profitability, reduce waste and positively impact the world. Through onboarding, developing & training, employee awards & recognition, volunteer committees & affinity groups and mentoring, enVista hires and grows top talent.?Together, we work, grow and lead our market as a high-impact organization.
Position Summary:
In the Service Delivery Manager, Managed Service Provider (MSP) role you will serve as the primary contact with the customer on a regular basis providing management, planning and oversight of processes for the delivery of projects and services. This is a highly customer-focused, detail-oriented position within our IT Managed Services Group in which the Service Delivery Manager is responsible for ensuring high quality and timely deliverables to enVista’s MSP clients.
Key Responsibilities:
Ensure optimal service delivery and customer satisfaction for an assigned set of clients
Manage onboarding projects for new clients and other projects to include, but not limited to, the accurate and timely gathering of all information needed to support the client, coordination and scheduling of resources, management of projects including schedules/timelines, scope, risk, and quality of deliverables.
Client management with the outcome of high customer satisfaction, retention and growth by managing day-to-day SLA/ KPI adherence and issue resolution, providing invoicing support and contract renewals, and all other business outcomes of enVista’ s MSP clients.
Responsible for overall project management including developing business relationships that position the SDM as a strategic advisor from beginning to end of each project's life cycle
Responsible for staffing, business satisfaction, prioritization of all deliverables and ensuring quality of work meets IT and business standards and objectives
Development of project plans including working with the team and IT Tower leads to execute, involving people at optimal levels for project success and overall utilization (goals, deliverables, schedule, budget, resources)
Assemble and analyze service/support data to provide regular customer reports
Educate and consult with customers on best practices and standards for service delivery, ensuring they can speak to corporate/brand standards, as well as industry standards.
Maintain knowledge of technology products and services provided by the IT Managed Services group
Co-ordinate and participate in Quarterly Business reviews with assigned clients and Account Managers
Work closely with other departments at enVista to take feedback from the customer and/or accounts team to improve service delivery
Perform regular risk and trend analysis to help customers identify and mitigate any risks associated with their technology
Provide strategic technology guidance to customer based on their business objectives and organizational requirements
Manage lifecycle of customer’s technology infrastructure (e.g., hardware, software, licensing, SLAs)
Facilitate the delivery of information technology related services and products (provided by enVista) on behalf of customer
Coordinate, track, and monitor performance of projects being executed by enVista and/or other subcontractors
Manage technology-related vendors such as Internet service providers, copy and print vendors, line of business application vendors, and others
Interacting with clients on a regular cadence, and effectively communicating with management.
Up to 20% travel as needed.
Skills & Experience Needed:
Bachelor’s degree in IT field or equivalent years of relevant work experience - required
Five years of experience in the IT field, requiring a combination of the following:
Service delivery
IT Customer Service
Project Management
Excellent Communication and Customer Service Skills - required
Excellent Organization and time Management Skills- required
Ability to work in a fast-paced environment- required
ITIL Foundations Certified – required or willing to obtain within 90 days
Project Management Professional (PMP) - desired
Ability to work independently with little to no supervision - required
This is a remote position and can be performed from anywhere in the United States
Benefits of Joining enVista:
Competitive Compensation & Bonuses
Medical, Dental & Vision Insurance
Paid Time Off, Holidays & Volunteer Days
Life Insurance, Short/Long Term Disability
Paid Sabbatical Program
401k with Company Matching
Flexible Work Opportunities
Career Development Program
Paid Sabbatical After Seven Years of Service
Employee Referral Bonus
At enVista, diversity, equity & inclusion (DE&I) are part of our core values that we proactively foster and build upon. We are a ‘learning’ versus ‘knowing’ organization that values and welcomes diverse perspectives, ideas, beliefs and cultures as we aim to shape the technology, industries and world of the future.
Please follow this link to apply directly through our website: https://recruiting.ultipro.com/ENV1003ENVIS/JobBoard/adc7da17-182d-0b77-a5c5-46cf3cb50218/Opportunity/OpportunityDetail?opportunityId=28872676-7d69-4c5c-9e0f-9295d4afa8f8
| Sponsor | enVista |
| Posted Date | 1/05/22 |
| Job Type | Full Time |
| Contact Email | rosemary.simmons[at]envistacorp.com |
| State/Province | Indiana |
| Country | United States of America |
Job Functions
| Operations |
| Service Manager |
Submitted by enVista.
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