Deputy Director Service Delivery - Gaithersburg, United States - Doyon

Description

Overview

The Deputy Director, Service Delivery is responsible for leading the client. service delivery teams, collaborating closely with the client teams' leadership and end user. The Deputy Director will help define, implement, and monitor the service and technical standards required to deliver best-in-class service. Establish and maintain key executive relationships.

Responsibilities


ESSENTIAL FUNCTIONS:
Account Management

• 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 assure satisfaction with our services.
• Establish and maintain key relationship at 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.
• Coordinate and manage client equipment acquisition and scheduled maintenance.
• Act as the client's authorized representative as needed for other technology vendors.

Team Management

• Support the professional development of staff through mentorship, goal setting, accountability, and review processes.
• Schedule team resources to meet client obligations in a timely and effective manner.
• Motivate individual and team growth and performance.
• Working within a matrix organization and HR, ensure that workloads are balanced.
• Participate in relevant review meetings for team members (e.g. performance).
• Review and approve timecards and expenses

Customer Service

• Communicate and resolve escalated issues as needed.
• 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.
• 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 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.
• High level of proficiency with Microsoft software, and a desire to learn about cloud and computer networks.
• Certifications (desired but not required): Microsoft, PMP, ISC2, and Comptia, ITIL certification

Qualifications


QUALIFICATIONS:

• Bachelor's degree preferably in information technology management or related field.
• 5+ 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.
• Outstanding ability to work both independently and within a team environment.

WORKING ENVIRONMENT:

The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities.

Travel will be required to participate in events or meet with clients and are typically day trips in nature.


PHYSICAL DEMANDS:

The individual will be subject to sedentary work with the majority of hours in a professional office environment and will need to be able to quickly respond to a change in work demands.

The individual is required to have close visual acuity to perform activities such as viewing a computer terminal. Occasionally lift, carry, push, pull or otherwise move objects (1-40 lbs.) are required.


REASONABLE ACCOMMODATION:

It is design DATA, 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.

PREFERENCE STATEMENT:
design Data, 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.

PAY TRANSPARENCY STATEMENT:
design Data, 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 the 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) consent with the contractor's legal duty to furnish information.

Apply Online at

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 For questions on the job posting contact

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at

Only qualified applicants will be notified.

Responsibilities


ESSENTIAL FUNCTIONS:
Account Management

• 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 assure satisfaction with our services.
• Establish and maintain key relationship at 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.
• Coordinate and manage client equipment acquisition and scheduled maintenance.
• Act as the client's authorized representative as needed for other technology vendors.

Team Management

• Support the professional development of staff through mentorship, goal setting, accountability, and review processes.
• Schedule team resources to meet client obligations in a timely and effective manner.
• Motivate individual and team growth and performance.
• Working within a matrix organization and HR, ensure that workloads are balanced.
• Participate in relevant review meetings for team members (e.g. performance).
• Review and approve timecards and expenses

Customer Service

• Communicate and resolve escalated issues as needed.
• 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.
• 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 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.
• High level of proficiency with Microsoft software, and a desire to learn about cloud and computer networks.
• Certifications (desired but not required): Microsoft, PMP, ISC2, and Comptia, ITIL certification

Qualifications


QUALIFICATIONS:

• Bachelor's degree preferably in information technology management or related field.
• 5+ 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.
• Outstanding ability to work both independently and within a team environment.

WORKING ENVIRONMENT:

The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities.

Travel will be required to participate in events or meet with clients and are typically day trips in nature.


PHYSICAL DEMANDS:

The individual will be subject to sedentary work with the majority of hours in a professional office environment and will need to be able to quickly respond to a change in work demands.

The individual is required to have close visual acuity to perform activities such as viewing a computer terminal. Occasionally lift, carry, push, pull or otherwise move objects (1-40 lbs.) are required.


REASONABLE ACCOMMODATION:

It is design DATA, 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.

PREFERENCE STATEMENT:
design Data, 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.

PAY TRANSPARENCY STATEMENT:
design Data, 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 the 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) consent with the contractor's legal duty to furnish information.

Apply Online at

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 For questions on the job posting contact

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at

Only qualified applicants will be notified.