Associate Service Delivery Manager

Presidio, Where Teamwork and Innovation Shape the Future AtPresidio, we're at the forefront of a global technology revolution, transforming industries throughcutting-edge digital solutions and next-generation AI. We empower businesses-and their customers-to achieve more through innovation, automation, and intelligent insights.

The Role
Presidio Associate Service Delivery Manager will ensure alignment of the services we are providing and maintain communication with the associated Presidio account management, sales overlay and business unit regional leadership. It includes taking an end-to-end view of the services and seeking to be proactive in the continuous improvement of the services being provided. You will be expected to continually develop and strengthen the associated external and internal relationships. The goal is to create joint partnerships with the client and the associated Presidio teams and individuals through the Associate Service Delivery Manager's proactive and personable interactions.

Travel Requirements:

This is a remote role (located within the Continental US) with associated travel of 5%.

Responsibilities Include:

The Associate Service Delivery Manager is expected to continually develop and strengthen the associated external and internal relationships. The goal is to create joint partnerships with the client and the associated Presidio teams and individuals through the Associate Service Delivery Manager's proactive and personable interactions. The Associate Service Delivery Manager will manage the customer relationship across the six infrastructure portfolios: Network Services, Collaboration, Data Center Services, Security Services, Workplace Services and Service Management.

• Perform Associate Service Delivery Manager functions for small to medium size clients, or larger revenue clients with low touch service delivery requirements. In addition, the Associate Service Delivery Manager may be tasked to provide support to clients that are assigned to the Service Delivery Support pool, Regional Lead, or Director of their Region.
• Review client SLA/SLO agreements as well as contracted scope commitments. Escalate as appropriate when either the customer or Presidio is at risk.
• Ensure that all customer record and required documentation is complete, accurate, and maintained throughout the duration of the contract.
• Review service failures and confirm appropriate improvement actions are being developed and executed until completion.
• Develop and maintain customized communication plans for each customer. Specific deliverables to include, but are not limited to the following:
  
  
  
  • Meeting Agendas o Meeting Minutes
  • Task Tracking
  • Escalation Tracking
  • Renewal Tracking
  • Financial tracking
  
  
  
  
• If required, produce and maintain service improvement plans.
• Initiate and drive the development of Incident Reviews as required.
• Be the escalation point person for the customer, delivery and other associated Presidio teams and vendor partners.
• Confirm that we are delivering a client experience that is consistent with our service culture.

Required Skills and Professional Experience:

• Bachelor's degree or the equivalent work experience and/or military experience
• 1-3 years of professional experience (internship, etc.)
• Strong relationship building skills
• Strong rapport and relationship building skills with both internal individuals and external customers; must be an effective communicator in difficult customer situations
• Effective professional written and verbal communication using MS Word, MS Excel an MS PowerPoint
• Strong organizational skills
• Ability to multitask and work independent
• Due to the nature of a 24 x 7 x 365 operation, must be willing to be available for occasional non-traditional business hours work

Additional Desired Skills:

• Experience within an IT environment or technology-based industry
• Experience with Service Now or another Incident Management system
• ITIL v3 Foundation, PMP or other relevant certifications
• Technology Specific Certifications

Your future at Presidio
JoiningPresidiomeans stepping into aculture of trailblazers-thinkers, builders, and collaborators-who push the boundaries of what's possible. With our expertise inAI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.

Here,your impact is real.Whether you're harnessing the power ofGenerative AI, architecting resilientdigital ecosystems, or drivingdata-driven transformation, you'll be part of a team that is shaping the future.

Ready to innovate? Let's redefine what's next-together.

About Presidio
At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information, visit www.presidio.com.

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Applications will be accepted on a rolling basis.

Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state, and local statutes, regulations, and ordinances.

To read more about discrimination protections under Federal Law, please visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to recruitment@presidio.com for assistance.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to recruitment@presidio.com.

Notice to Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our careers email address, Presidio employees or any other means. Presidio is not responsible for any fees related to unsolicited resumes/CVs.

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