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Associate IT Service Delivery Manager

designDATA

Gaithersburg, MD | Full Time

$144k-177k (estimate)

3 Days Ago

Senior Service Delivery Manager

designDATA

Gaithersburg, MD | Full Time

$130k-163k (estimate)

5 Months Ago

Deputy Director Service Delivery

designDATA

Gaithersburg, MD | Full Time

$184k-219k (estimate)

5 Months Ago

Associate IT Service Delivery Manager

designDATA Gaithersburg, MD

$144k-177k (estimate)

Full Time | Business Services 3 Days Ago

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designDATA is Hiring an Associate IT Service Delivery Manager Near Gaithersburg, MD

Overview:

Established in 1979, designDATA, a subsidiary of Doyon Government Group (DGG), is a leading IT Managed Services Provider in the Washington, DC Metro area. We specialize in empowering organizations with scalable solutions for secure and efficient work environments. Through a client-centric approach, we align IT operations with organizational objectives, ensuring staff have the resources they need to thrive. Our services include 24/7 technical support, data center and cloud services, cybersecurity solutions, end-user training, and enterprise-level consulting. designDATA is a Microsoft Gold Certified, HP, VMware Enterprise, Cisco Premier Certified, Venture Tech Network, Symantec and Lenovo Partner.

The Associate IT Service Delivery Manager position is responsible for delivering our IT managed services to a portfolio of client accounts with the support of a cross-functional team. This role involves helping designDATA safeguard our revenue, retain our clients, grow our accounts, and spearhead projects to modernize client infrastructure.

Responsibilities:

ESSENTIAL FUNCTIONS:

Account Management

Manage 8 to 10 client accounts with the support of a dedicated cross functional team
Drive contract renewal and project sales activities within assigned accounts to meet service renewal and expansion targets, to include cultivating leads and generating and presenting proposals
Motivate clients to adopt designDATA infrastructure and IT offerings
Analyze clients’ environments and needs regularly to identify new sales opportunities
Meet with clients regularly to ensure satisfaction with our services
Establish and maintain key relationships with our clients
Obtain, evaluate, and select quotes from vendors and partners to meet client needs
Ensure both the company and clients adhere to contract terms
Plan and organize daily activities related to operations and customer service
Coordinate and manage client equipment acquisition and scheduled maintenance
Act as the client's authorized representative as needed for other technology vendors

Customer Service

Communicate and escalate issues as needed with the senior leadership team
Act as the point of contact for client concerns and escalate issues appropriately
Identify and promote opportunities to improve our processes and service delivery
Schedule client maintenance periods and downtime with the client and designDATA
Act as Incident Manager for issues affecting clients during regular business hours
Participate in the On-Call Operations Manager rotation for after-hours incidents
Client Documentation to enhance optimal service efficiency
Client Health Management
Client Retention and Contract Renewals to maintain MRR
CBR process adherence and Improvements
Client Meeting adherence and Improvements

Project Management

Meet with internal subject matter experts and resource managers to plan and staff projects
Keep clients informed, manage their expectations, and drive delivery of their dependencies
Keep our leadership team informed of project status, including new risks and needs
Manage project pipeline and assigned quota

KNOWLEDGE, SKILLS & ABILITIES:

Outstanding ability to work both independently and within a team environment
Outstanding communications and customer relations skills
Excellent documentation management skills
Strong and diverse technical skills with a willingness to be hands on as needed
Proven ability to communicate with both end users and executives
Willingness to go “above and beyond” to exceed customer expectations
Effective client-facing interpersonal skills; comfortable and effective at acting as a liaison between multiple technology groups
Tailors’ communication appropriately within the team, the company, and clients
Exceptional analytical and problem-solving skills
Works well under stress, pressure, and deadlines
Thrives on working well with clients and provides exceptional service
Well-organized, self-directed team player

Qualifications:

QUALIFICATIONS:

Bachelor’s degree preferably in information technology management or related field
3 years of progressive IT experience
IT management and/or supervisory experience desired but not required
Proven track record managing a diverse technology group in a fast-paced and customer- focused team environment
Current CompTIA Project or willing to obtain a Project Management certification within 9 months of moving into this role

PREFERENCE STATEMENT: designDATA, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.
REASONABLE ACCOMMODATION: It is designDATA, Inc.'s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.
DRUG TESTING: This position is a Safety-Sensitive Role with Federal Background/Security Clearance Requirements. Pre-employment drug testing, including marijuana screening, is a mandatory part of our commitment to a safe and secure workplace.
PAY TRANSPARENCY STATEMENT: designDATA Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
We are a Federal Contractor and comply with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA).
We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available https://www.eeoc.gov/poster. For questions on the job posting contact (253) 344-5300
If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at dgghr@doyongovgrp.com.