West Monroe Partners (WMP) is currently seeking a Service Delivery Manager (SDM) to coordinate our contracted support services with our clients.  This role will be infrastructure focused and will be responsible for ensuring WMP's support is integrated into our clients’ IT processes and policies. The SDM will act as the day-to-day point of contact for our clients, focusing on ensuring client satisfaction through effective and efficient operations.  

Essential Duties and Responsibilities

The SDM will act as the day-to-day point of contact for our clients, focusing on ensuring client satisfaction through effective and efficient operations.   The SDM is expected to develop strong and effective operational relationships with key client personnel and operate as a Trusted Adviser in providing consultative guidance to help the client achieve its business objectives.  Additional responsibilities include:

·         Champion and advocate for clients requirements within West Monroe.

·         Fully understand the Statements of Work (SOW) that govern the relationship between WMP and clients.

·         Translate client requirements into working instructions for delivery within the scope of the governing SOW

·         Manage and direct WMP Client Dedicated Resources

·         Overall responsibility for WMP service delivery: providing clients with a single point of contact, and overseeing daily service activity on the accounts to ensure WMP meets or exceeds service delivery objectives

o    Responsible for the overall operational relationship ensuring high client satisfaction.

o    Act as escalation point for issues that impact client relationship mitigating potential negative consequences.

·         Manage escalations with urgency and determination: including taking a lead role in critical service failures, which includes the facilitation of technical and managerial teleconferences

o    Coordinate operations-related meetings regarding the relevant SOW or business area

o    Interface with Third Parties as necessary for operational issues

o    Be involved in the change management process of the client's environment to ensure success and service uptime.

o    Understand client's technical architecture and facilitate technical discussions relating to issues, outages or improvements

o    Provide oversight of escalation, prioritization, and communication.

o    Participate in client requested meetings (onsite or via phone)

o    Participate in and lead client briefings

o    Be available outside of business hours to help coordinate handling of urgent issues as needed.

·         Maintain and update the functional, technical and procedural knowledge including:

o    Configuration information, including CMBD

o    Client runbooks

o    Escalation and client contact information

o    Letters of Authorization from third-party suppliers and maintenance contracts

o    Client business and technical overview

·         Identify and drive resolution:

o    Opportunities for service improvements

o    Client concerns

o    SLA breaches

o    Recurring service delivery issues or systems performance issues

o    Client -specific risks (risk reports)

Other Duties

·         Manage expectations for Project and Program delivery for assigned clients

·         Researching, vetting, and on-boarding additional resources

·         Providing SDM services for additional clients

·         Other duties as required and assigned

Requirements

·         Proven history of providing excellent client service

·         Ability to retain and develop staff

·         Excellent crisis management skills, ability to facilitate problem resolution in stressful situations

·         Excellent business awareness and solid analytical skills

·         Excellent Microsoft Office skills, ability to create and use spreadsheets to analyze data, ability to create professional looking presentations and documents

·         Excellent understanding of ITIL service delivery concepts 

·         Ability to originate new projects with existing clients through understanding of client business needs

·         Four-year College Degree from accredited institution 

·         5+ years in an IT service delivery organization

·         2+ years as a manager in an IT service delivery organization

·         Experience in both infrastructure design and operations

·         ITIL certification preferred

West Monroe Partners is an Equal Employment Opportunity Employer - 
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law.