Share this Job

Service Delivery Manager

Tempe, AZ, US

Requisition Number: 82656 

Position Overview 

The Services Delivery Manager (SDM) provides the leadership necessary to manage and support our Management Services clients as well as manage the day to day activities of the rest of the Service Delivery Team.   

What you’ll do at Insight 

Service Delivery Team Management  

  • Oversee day to day operations of Service Delivery Team which includes (but is not limited to): 
  • Overall client satisfaction 
  • Account profitability 
  • Client reporting  
  • Maintain adequate staffing levels 
  • Responsible for P&L tracking, forecasting and cost management. 
  • Coach and mentor Service Delivery Managers  
  • Maintain, monitor and manage overall client retention as well as existing account growth. 
  • Train, hire and discipline the Service Delivery Team to ensure the team is ready to handle client loads. 
  • Develop staffing model supporting clients and technologies to ensure the business is supported (existing and new).   

Service Delivery (day to day client delivery) 

  • Relationship Management 
  • Serve as primary contact with clients in regard to all IMS interaction. 
  • Remain professional and be able to manage clients and IMS staff in very tense situations. 
  • Effective communication is mandatory (written and oral). 
  • Schedule, coordinate and run all client meetings (monthly, quarterly, adhoc and governance). 
  • Maintain and maximize client’s overall satisfaction with the scope of services purchased. 
  • Work with assigned engineers to increase client spend. 
  • Act as liaison between Insight, Client and IMS during all fault conditions, projects and discussions.  
  • Technical Operations 
  • Possess a wide understanding of technology – WAN/LAN, IPT, IPCC, Security, Servers, etc.  
  • Be very familiar with the Insight’s portfolio of products and its supported technologies (both past and present). 
  • Effectively communicate technical issues in a clear and concise manner.  
  • Speak to and fully understand each of IMS’ offerings. 
  • Identify additional opportunities for IMS and Insight to sell more products and services. 
  • Project Management 
  • Successfully plan and coordinate multiple IT projects to multiple clients. 
  • Efficiently manage timelines and budgets. 
  • Serve as liaison between clients and internal personnel. 
  • Business Management 
  • Perform the day to day management of the following areas 
  • Contract development. 
  • Client Sales to Delivery transition. 
  • Contract Tracking 
  • Upon request, provide client with reports (i.e. Engineering Hours, copies of invoices, etc.) 
  • Interface with Insight back office teams NOC (Network Operations Center), PSO (Procurement Service Organization), FSO (Financial Services Organization), TSO (Technical Services Organization), Sales, Consulting, Legal and any other organizations within Insight, as required. 
  • Other duties as assigned. 

What you’ll need to join Insight 

  • BS in Computer Science (or in a related field) or equivalent work experience required.   
  • Project Management experience within the professional and/or technical services discipline (minimum of 5 years).   
  • Ability to effectively present information and respond to questions from groups of managers, customers, other employees required.   
  • Must possess strong analytical skills and have the ability to read, analyze, and interpret general business/ professional journals, technical procedures, or regulations.   
  • Ability to write reports and/or business correspondence a must.   
  • Ability to respond effectively to the most sensitive inquiries or complaints needed.   
  • Exceptional communication skills including written, oral and presentation are a necessity.  
  • Ability to effectively mentor, train and coach teammates a must. 

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 sit, talk, hear, and operate a computer, telephone and keyboard. 
  • Specific vision abilities required by this job include close vision requirements due to computer work. 
  • Regular, predictable attendance is required; including quarter-driven hours as business demands dictate. 

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. 

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. 

 

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: Tempe || Arizona (US-AZ) || United States (US) || None; INT || None || US - Tempe, AZ ||


Nearest Major Market: Phoenix

Job Segment: Service Manager, Engineer, Consulting, Developer, Supply Chain Manager, Customer Service, Engineering, Technology, Operations