Client Delivery Executive

Santa Clara, CA, USA Req # Monday, May 20,

At Diversified, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to transform businesses.

Our comprehensive suite of solutions is engineered to help our clients build connections that make a difference whether by inspiring viewers, engaging associates, motivating audiences, or streamlining and safeguarding operations.

Our dedicated teams craft solutions experienced by millions every day including :

• Delivering the fan experience at one of sports facilities for the NFL, MLB, NBA, NHL, MLS, NCAA
• Building the first transportable by air - bringing the World Cup and Super Bowl into homes across the world
• Engineering the first high-density pixel canvas to display HD content at that scale for the LED Display in Times Square, NY
• Empowering and monitoring communication and collaboration solutions within multi-national companies around the globe

Founded in , we’re a global organization serving local needs with associates worldwide. Learn more at and follow us on and .

What part will you play?

Accountable for managing the delivery of contracted services and projects to complex clients with global footprint. Serves as the primary point of contact to the client(s) regarding overall and day-to-day delivery.

Must live on the West Coast

What will you be doing?

• Leads the Global and / or local Delivery of Services provided by Diversified to a particular account or group of accounts.
• Responsible for the successful planning, implementation and execution of the contracted services where success criteria include meeting Service Level Agreement (SLA), cost, governance, performance, quality, innovation, continuous improvement and value requirements through the effective interaction with the related service lines, solutioning groups, partners and the client.
• Establishes, leads and maintains tight control of a skilled team of delivery resources for an account to meet schedules or resolve technical or operational problems.

Manages the statement of work and controls risks, scope of work and budget.

• Participates in contract and account governance.
• Establishes clear communication channels with the client and internally from a strategic and operational perspective. Participates in regular service performance reviews including monthly Project Status Reviews.

Conducts periodic meetings with clients and delivery teams daily status updates, service level requirement reviews, continuous improvement, quarterly business reviews, change control and other informal meetings.

Develops and administers budgets, schedules and performance standards to maintain and optimize the cost of delivery and service.

Achieves approved margin targets on assigned accounts and is targeted to improve account profitability.

• Monitors and reports on financial health of the account and remedies any financial misses or anomalies.
• Co-develops annual review of service level requirements. Manages contract scope and any variations and reviews outcomes of monthly operational reviews with service delivery organizations.
• Takes ownership and accountability for all client issues to satisfactory resolution.
• Acts as point of escalation for issues not resolvable by the service lines.
• Provides operational risk management strategies across an account and ensures that the delivery teams apply these strategies to operational delivery processes and procedures.
• Participates in rigorous governance and compliance audits, business continuity planning and testing and in all levels of client satisfaction which includes contribution to continuous client satisfaction improvement program.

and the Continual Service Improvement and Innovation Program (CSIIP).

• Participates in business continuity planning and testing.
• Develops and delivers regular reports on performance to client and Diversified senior executives.
• Identifies areas for growth at the client by assisting the account executive in bringing new services to offer to the client.

What do we require from you?

• Bachelor's degree and 8 years of related professional experience, 5 years in Service delivery and account management / client relation management.
• Essential qualifications in IT, ITIL, Business Administration or related disciplines.
• Requires knowledge of the business, industry, and market, as well as sales strategies, account / program management, service delivery, and financial analysis.
• A sound understanding of the major Diversified service offerings and an appreciation of evolving technologies and industry trends.

Experience and understanding of the support of an IT, AV and Media outsourced environment.

• A proven track record in effective communications, managing service delivery and relationship management skills.
• Must live on the West Coast

Our compensation ranges reflect the cost of labor across several US geographic markets. The pay details below range from our lowest geographic market up to our highest geographic market.

Pay is based on several factors including market location and may vary depending on job-related knowledge, skills and experience depending on the position offered, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and / or other benefits.

Last updated : 2024-05-23