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Client Services Manager

VA, US Arlington, VA, US Houston, TX, US DC, US Lake Mary, FL, US San Jose, CA, US US OH, US Miami, FL, US Denver, CO, US St Petersburg, FL, US Philadelphia, PA, US Orlando, FL, US Detroit, MI, US Ft Lauderdale, FL, US Colorado Springs, CO, US US Dallas, TX, US Herndon, VA, US Phoenix, AZ, US US NV, US Alpharetta, GA, US

Requisition Number: 83713 

BASIC FUNCTION OF THE JOB

The Client Services Manager is a leader of large and complex End User Outsourced Programs within a specific geography or book of business. This role integrates into the client’s IT environment as a supporting leader to drive success of service delivery and client objectives. Incumbents will be experienced in IT operations, executive level communication, business analysis, continuous improvement and service delivery performance monitoring. This position will report to the Client Services Executive.

 

WORK PERFORMED

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Essential Functions of the Job:

  • Manages and develops organizations ranging from 20 to 100 technical resources with 3 to 5 direct reports.
  • Builds and leads teams in virtual and matrix reporting structures.
  • Maintain key relationships both internally and with client stakeholders.
  • Liaison between client and Insight leadership (i.e. Sales, Operations, Service Desk, Finance, Legal and Human Resources)
  • Monitor and mentor team member performance, including the reinforcement of Insight corporate initiatives.
  • Holds internal and client facing status meetings, monthly updates, and quarterly meetings that reports on performance, issues, and continuous improvement.
  • Maintain and uphold program and client processes and procedures in conjunction with contractual expectations such as SLA adherence, scope, and customer satisfaction.
  • Produces regular status reports documenting program health, progress and financial trending relating to their program(s)
  • Analyze and resolve escalated client issues that have the potential to jeopardize the ability to meet agreed upon deliverables.
  • Provide operational oversight for all services and provides Program Management support where required.
  • Resource management (interview, development, utilization, escalation, behavior and performance).
  • Maintain P&Ls, utilization reports, forecasting, and other operations functions related to their program(s).
  • Define opportunities for process improvement.
  • Strong decision making abilities with program cost savings and client satisfaction in mind.
  • Other duties as assigned.

 

MINIMUM REQUIREMENTS

Education and/or Experience: Bachelor Degree in a Business Administration, Information Systems or a related field. Experience may be used in lieu of educational requirements. Minimum 5 years’ experience in directly managing large complex projects or program engagements

 

KNOWLEDGE, SKILLS, AND ABILITIES

3-5 years of management experience in the IT field required. Must have exceptional interpersonal skills to work with clients. Ability to display high-level troubleshooting competencies required.

Must have ability to read, analyze, and interpret scopes of work. Manage, mentor, and train team members experience a must. Must be able to monitor and drive team to a goal/outcome. Strong

reporting skills in Excel (especially pivot tables and formulas) needed. Must have strong decision making and time management skills. Financial knowledge (P&L Management) required. Ability to write reports and/or business correspondence needed. Ability to effectively present information and respond to questions from groups of managers, customers, other employees a plus.

 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be

made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to: stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop and kneel.
  • Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus due to computer work.
  • Light to moderate lifting is required.
  • Ability to uphold the stress of traveling.

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may

be made to enable individuals with disabilities to perform the essential functions.

  • Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
  • Ability to work in a confined area.

Ability to sit at a computer terminal for an extended period of time.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

 

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com 

  • Founded in 1988 in Tempe, Arizona
  • 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
  • $8.3 billion in revenue in 2020
  • Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
  • 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
  • Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
  • Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

 

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com.

 

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

 

 

Posting Notes: Richmond, VA || Virginia (US-VA) || United States (US) || None || None || US - Chantilly, VA ||


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