Service Delivery Manager

Job Title: Service Delivery Manager
Location: 43 Western Blvd, Glastonbury, CT
Type: Full Time
Reports to: VP, Relationships

The Service Delivery Manager (SDM) is the primary ongoing customer liaison for our managed services practice, delivering ongoing IT management and solutions to the small/medium size business market.

The SDM is responsible for the coordination and management of the customer onboarding process and is instrumental in ongoing customer engagement with responsibilities for invoicing, agreement management, and procurement of IT equipment.

Additionally, the SDM will provide project management services for any project work done. Project management duties include the development of project timelines, facilitation of client interactions, providing status updates internally and with the client.

Kelser provides IT solutions that enable the success of our clients. We’re looking for an individual who is driven to cultivate relationships with our clients where we can create solutions and prosper together. The individual who is selected can expect to dedicate significant energy to deliver on the expectations of the role. In response to that dedication comes the unwavering support of the entire Kelser organization, and the compensation deserved for the effort.

If you’re an energetic professional who seeks to work with a dynamic IT services company, please submit your resume and cover letter to careers@kelsercorp.com.

Responsibilities

Direct and manage IT project implementation from beginning to end, for managed services and commercial clients
Interface directly with customer stakeholders as a primary point of contact for service-related issues, projects and other relationship activities both in-person and via phone and email
Manage documentation records for customer engagements, including Statements of Work, Managed Services Provider Agreements, and Change Orders
Manage monthly invoicing for managed services clients
Manage product intake for coordination and installation for the customer
Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders
Proactively manage changes in project scope, identify potential issues, and devise contingency plans

Develop full-scale project plans and track timelines, milestones and deliverables using appropriate tools
Set, manage, and communicate project expectations in a timely and concise way with team members and other stakeholders
Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work
Promote Kelser services, products, and partnerships
Track and manage contacts and opportunities within CRM
Attend trainings and certification programs as required
Build, develop, and grow any business relationships vital to the success of the client
Other reasonable duties assigned by management

Requirements

Minimum 3 years of experience in a customer facing service delivery role
Minimum 3 years of experience managing IT infrastructure projects including scheduling and budgeting
Excellent written, verbal communication and documentation skills
Demonstrated organizational skills and proven analytical, planning, problem solving and decision-making skills

Interest in the challenge, excitement, and responsibility of a fast-paced, growth environment
Excellent customer service skills
Strong work ethic, reliability and ability to work independently and meet strict deadlines
Proficiency in Project, Excel and other office application tools
Ability to multi-task and adapt to shifting priorities, demands and tight timelines

What We Can Offer You

Medical/Dental/Eye Care Insurance
Flexible Paid Time Off
401(k)
Profit-Sharing
Short Term/Long Term Disability Insurance
Free Parking

Life Insurance
Paid Holidays
Employee Purchase Program
Free Coffee
Personal and Professional Development
Collaborative Workspace

Kelser Overview

We’re a team of biznologists who bring boundless enthusiasm, technical curiosity and genuine concern for the success of our clients to each engagement. The title reflects what we know to be true: you can’t have technology without understanding the business framework in which it operates. Together, we’re creating a world of energized relationships and shared prosperity. If that’s how you like to work, come join us. Our team’s energy creates an enthusiastic and engaging workspace. We rely on a continuous infusion of innovative and creative ideas providing everyone the opportunity to use their individual skills and abilities to guide our clients through the numerous IT challenges they encounter on a daily basis.

Kelser empowers each employee to make an impact every day by living our values. Hard work is not only appreciated but rewarded. As a result, we have achieved high employee retention and development. Many employees have been with Kelser for more than 20 years.

The Kelser team works with integrity and enthusiasm to provide each client with the highest quality product and experience. Kelser cares about what's best for its clients and understands that excellence starts with each staff member. Kelser continues to provide the highest level of satisfaction to all business relationships while continuing to grow in expertise with the incessantly emerging technology environment.

Kelser Corporation is an equal opportunity employer.