Job Description Summary Acts as client advocate and point person for Managed Services clients consuming multiple service lines. Establishes strong relationships with key client decision makers to understand client culture and requirements. Maps those facets to Logicalis offerings to ensure a win win partnership is created delivering lasting client value and Logicalis profitability. Responsible for all aspects of service level performance and billing along with delivery of continuous improvement. Essential Duties and Responsibilities * Collaborates with key client staff to understand vision, requirements and needs. * Collaborates with Logicalis support team, Solution Architects, Account Executives and internal Managed Services staff, to shape and drive client deliverables. * Manages scope of contract delivery to contractual Service Level Agreement (SLAs) performance and communicate any failures. * Leads and manages Business Review Program in accordance of the governance model on behalf of client. * Manages Change Review process for clients ensuring client satisfaction and contractual integrity is maintained. * Drive strategic value in business reviews to drive growth, expansion and adoptance. * Enables service delivery by owning Service-Now documentation. * Exceed client expectations and drive the voice of the customer within Logicalis and collaborate across service teams driving up customer experience and success. * Coordinates major client work efforts with appropriate Logicalis staff. * Leads effort for new client integrations and existing clients' new service and/or device integration or de-integration. * Drives process improvements that increase client satisfaction. * Enables support team through client specific training. * Acts as communication focal point for service effecting incidents. * Ensures monthly billing is accurate and time and materials (T&M) efforts are properly tracked. * Esnure the customer has a positive experience when onboarding/offboarding new service portfolio items across services * Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. * Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors. * Supports and conducts self in a manner consistent with client service expectations. Supervisory Responsibilities This job has no supervisory responsibilities. Qualifications 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. Education/Experience/Technical Requirements/Certification Education: * Bachelor's Degree in a related field. Experience / Technical Requirements * 10 years experience in IT infrastructure management and/or vendor management; knowledge of IT provider's services and qualifying factors in order to understand how client requirements will affect delivery. * 3 years of Account or delivery management experience. * Exposure or training in ITIL foundations. * Proficient use of all Microsoft Office applications. May consider an equivalent combination of education and experience. Certifications * Project Management Professional (PMP). * ITIL V3 or more recent version. Other Skills and Abilities * Reasonable technical understanding and ability to translate technical requirements and specifications into easily understood business concepts and vice versa. * Ability to provide continuous improvement ideas and opportunities within boundaries of client's limitations (resource, budgetary, legal etc.). * Strong organizational skills, attention to detail and flexibility. * Ability to multi-task and reprioritize work efforts as necessary. * Possess relationship management abilities; strong client-facing skills. * Excellent presentation skills. * Ability to work under pressure and strong ability to "think on your feet". * Self-starter, little direct supervision needed. * Outstanding oral, written, and technical/business communication skills. * Good understanding of statistical and analytical principles and processes. * Ability to interact successfully with all levels of client and IT provider organization. Physical Demands The physical demands described here are representative of those that must be met by an employee 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 constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws. Salary Compensation Range: $85,000 to $110,800 plus bonus
