JOBSUMMARY:TheService Delivery Managerpositionisresponsiblefordeliveringour ITmanaged servicestoaportfolioofclientaccountswiththesupportofa cross-functionalteam. This roleinvolveshelpingdesignDATAsafeguardourrevenue,retainourclients,growour accounts,andspearheadprojectstomodernizeclientinfrastructure.

ESSENTIAL FUNCTIONS:

Account Management

• Manage 8 to 12 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 toidentifynew salesopportunities.
• Meet withclients regularly toensuresatisfaction with our services.
• Establish andmaintainkeyrelationshipswithourclients.
• Obtain, evaluate, and select quotes from vendors and partners to meet client needs.
• Ensureboth 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 technologyvendors.

CustomerService

• Communicate and escalate issues as needed with the senior leadership team.
• Act asthepointofcontactfor clientconcernsandescalateissuesappropriately.
• Identifyandpromoteopportunitiestoimproveourprocessesandservicedelivery.
• Schedule clientmaintenanceperiods anddowntimewiththeclientanddesignDATA.
• Act asIncidentManagerfor issuesaffectingclientsduringregularbusinesshours.
• ParticipateintheOn-CallOperationsManagerrotationfor after-hours incidents.
• Client Documentation to enhanceoptimalservice efficiency.
• Client Health Management.
• Client Retention and Contract Renewals to maintainMRR.
• CBR process adherence and Improvements.
• Client Meeting adherence and Improvements.

ProjectManagement

1. Meetwith internalsubjectmatterexperts andresourcemanagerstoplanandstaffprojects.
2. Keep clientsinformed,managetheirexpectations, anddrivedeliveryoftheirdependencies.
3. Keepour leadershipteaminformedof projectstatus,includingnewrisksandneeds.
4. Manage projectpipelineand assignedquota.

KNOWLEDGE, SKILLS & ABILITIES:

• Bachelor'sdegreepreferablyininformationtechnologymanagementorrelatedfield.
• 3+yearsofprogressiveITexperience.
• ITmanagement and/orsupervisoryexperiencedesiredbutnotrequired.
• Proventrackrecordmanagingadiversetechnologygroupin a fast-paced andcustomer- focusedteam environment.
• Outstandingabilitytoworkboth independentlyandwithinateamenvironment.
• Outstandingcommunications andcustomerrelationsskills.
• Excellentdocumentationmanagementskills.
• Stronganddiversetechnical skillswith awillingnesstobehandsonas needed.
• Provenabilitytocommunicatewith both endusers andexecutives.
• Willingnesstogo"aboveand beyond"toexceed customerexpectations.
• Effectiveclient-facinginterpersonalskills;comfortableandeffectiveatactingasa liaisonbetweenmultipletechnologygroups.
• Tailors'communicationappropriatelywithintheteam,thecompany, andclients.
• Exceptional analytical andproblem-solvingskills.
• Workswellunderstress,pressure, anddeadlines.
• Thrivesonworkingwellwithclientsandprovidesexceptionalservice.
• Well-organized,self-directed teamplayer.
• HighlevelofproficiencywithMicrosoftsoftware, anda desiretolearn aboutcloudand computernetworks.
• Certifications(desired butnotrequired):Microsoft,PMP,ISC2,andCompTIA,ITILcertifications.

WORKINGENVIRONMENT:Themajorityofworkisperformed ina professionalofficesetting with awidevarietyof peoplewith differingfunctions,personalitiesandabilities.Travelwillberequiredtoparticipateineventsormeetwithclientsandaretypicallydaytripsinnature.

REASONABLE ACCOMODATION: 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 legalduty to furnish information.

We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act.

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 (781) 312-8005.

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at hr@doyontechgroup.com.