• Service Delivery Manager

    Posted Date 1 month ago(1 month ago)
    Requisition ID
    2018-2537
    Position Type
    Regular Full-Time
    Job Locations
    US-CA | US-IL-Chicago | US-MA | US-CO
  • About Us

    PCM is one of the fastest-growing value added resellers of technology solutions for business, government and educational institutions as well as consumers. We’ve built an environment that is fast-paced, growing and continually changing with the needs of industry. Our rapid growth and expansion has created numerous career and advancement opportunities. 

     

    Providing IT solutions nationally since 1987, PCM, Inc. is an industry recognized, publicly traded, value-added direct marketer of technology products, services and solutions to businesses, government, education, and individual consumers. Fully accredited and authorized by major manufacturers including HP, Apple, Cisco, Microsoft, Dell, and 1500 others, PCM offers product and service solutions through field sales, call center, and eCommerce venues. With annual sales of $2.5B+ , 4500 employees and over 400,000 products available, PCM delights in serving small, medium and enterprise level businesses. 

    Overview

    The Service Delivery Manager oversees a number of key functions within the Advanced Technology Group that enable the delivery of a high quality service to customers and to ensure Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the customer teams and coordinate the Advanced Technology Group (ATG) and partner teams to achieve high degree of customer satisfaction and profitable ATG practice.

    Responsibilities

    • Service delivery manager oversees the delivery of services and service technology tools to our clients
    • Lead a delivery team made up of consultants, company personnel and vendor partners working with client representatives. 
    • Drive internal and customer meetings, in conjunction with sales reps and engineering leadership
    • Ability to serve as “player coach”: the role will require hands-on technical involvement at times in addition to driving the overall program delivery.
    • Identify and document customer business goals and stakeholders. 
    • Ensure project requirements, which adhere to the SOW, are effectively captured.
    • Manage engagement P&L, including subcontractor invoicing and all other costs.
    • Collaborate with PMO on creation, management and updates of project schedules, risks, dependencies and critical path. 
    • Demonstrate confidence and authority to client, partners and team members.
    • Respond promptly and effectively to all escalations from client, account team, partners, sub-contractors and company leadership.
    • Manage (business and technical) escalations as they arise and ensure a speedy resolution
    • Drive project assignments and cross functional project resource alignment by ensuring all projects are appropriately staffed and resources are fully booked
    • Maintain high customer satisfaction on all service delivery opportunities and projects.
    • Develop, maintain, and manage highly capable sub-contractor partnerships.
    • Develop technical expertise and competencies of service delivery team.
    • Optimize engineering billable utilization.
    • Ensure service delivery team follows industry and company defined practices to achieve project success, customer satisfaction, and regional profit goals.
    • Manage service delivery proposal reviews and approval processes.
    • Ensure accurate engineering scheduling.
    • Manage service delivery team time reporting.

    Qualifications

    • Focused on client satisfaction and program success.
    • Strategic thinking, planning and execution. Senior-level presence.
    • 10 or more years’ experience with data center operations, implementations, migrations and moves.
    • 5+ years of experience modernizing data center operations via Automation and Orchestration using ServiceNow, including to both private and public cloud end-points.
    • You are highly technical: while you may not be at the console, but you can anticipate implementation issues when working closely with engineers.
    • You have experience with modern data center technologies such as VCE, Dell, EMC, Cisco, Pure, Nutanix, Brocade, and Rubrik, etc. You understand automation and orchestration technologies. Of particular interest are Ansible, Ansible Tower, Morpheus, VRealize Suite, Saltstack, Puppet and Chef.
    • You understand and have implemented modern IT Asset Management and concepts such as CMDB and CI’s, Software Asset Management (SAM), Hardware Asset Management (HAM).
    • You understand newer frameworks and strategies for effectively managing IT as a Service (ITaaS), or “running IT as a business,” for example: Technology Business Management (TBM), IT4IT, Service Broker Operating Model, Service Portfolio Management, IT Service Catalog Automation, etc.
    • Excellent leadership and people management skills
    • Excellent written and verbal communication skills
    • Able to work under pressure and meet deadlines
    • Able to demonstrate a high degree of flexibility including shift and out of hours working
    • Previous success designing and developing IT solutions within enterprise, campus, data center and cloud environments
    • Previous authorship of authoritative, publishable opinions on emerging technologies and trends
    • Demonstrated ability to guide teams through multiple vendors’ product strategies

    Why work for Us?

    PCM Offers:

    We offer an environment for career-driven individuals seeking to make a solid contribution to our company objectives and their own career enhancement. If you want to work in a challenging, performance-based environment and be rewarded for your efforts, then PCM is the place to build your career.

     

    PCM offers a competitive base salary, bonus, 401K with a company match and medical/dental benefits as well as an Employee Purchase Plan, company sponsored discount programs and paid time off.   

     

    PCM is more than an IT provider: we are a trusted technology partner for thousands of businesses across the country specializing in cloud, data center, mobility, networking, security, and software solutions.

    PCM: The right technology, delivered! 

      

    We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

     

    Disclaimer: PCM extends offers of employment only to qualified candidates who have applied for a position using our official application through our career site, iCims.  Please be on alert for possible fraudulent offers of employment or "phishing" actions that may come from individuals or entities impersonating PCM.  PCM will not solicit money or banking information from applicants.  Once employment has been confirmed and as part of the onboarding process, new hires will receive instructions from PCM to set up their direct deposit information from our payroll department.

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