SWC Technology Partners

  • Managed Services Delivery Lead

    Job Location US-IL-Oak Brook
    Status
    Exempt
    Type
    Regular Full-Time
  • Overview

    SWC Technology Partners is searching for an experienced Managed Service Delivery Lead to join our Managed Services Team. This is a customer facing advisory and service delivery position (not sales) responsible for managing multiple high-profile clients and ensuring delivery of managed services IT solutions.

     

    At SWC, we provide comprehensive managed services to growing mid-market organizations in the Chicagoland area. Our solutions range from cloud/infrastructure managed services, to end user service desk, to full outsourcing of IT. This position is a multi-faceted, challenging role that requires excellent attention to detail, the ability to effectively communicate and influence clients, develop relationships with technical and business contacts, coordinate delivering, operations and project resources, and follow tasks through to completion.

    Responsibilities

    • Maintain a relationship with a client’s leadership team to be their trusted advisor responsible for delivery and performance of client environment
    • Facilitate clear, consolidated communication with the client and the technical delivery team
    • Support project activities and have awareness of priority, status, risks and budgets
    • Provide critical thinking and oversight of escalation and prioritization items, including leadership and delegation of technical tasks to other team members
    • Create and deliver monthly activity reports to clients that include a roadmap and best practice recommendations; identify and develop solutions to remediate recurring service delivery and system performance issues
    • Identify, manage, and mitigate risks to ensure successful delivery of managed services and exceed defined service level agreements
    • Evaluate and manage the financial performance of client account portfolio
    • Provide incident management leadership for team members and the client during high severity, business impacting issues
    • Assist in the strategy and advisement of technical solutions that achieve our clients’ desired long-term business objectives
    • Maintain high customer satisfaction and ensure an exceptional service experience

    Qualifications

    • 5+ years of progressive IT experience and 2+ years overseeing IT operations delivery
    • Experience in IT strategy, business requirements gathering, IT roadmaps and advisory
    • Experience in IT Service Management, Operations, processes improvement and definition
    • Knowledge of ITIL service management model or Microsoft Operations Framework
    • ITIL Certification preferred or attained within first 6 months of employment
    • Experience overseeing delivery teams and measure against defined KPIs
    • Bachelor’s degree in an IT related field preferred from an accredited university
    • Business Analyst and Project Management experience is plus
    • Ability to work well in a cross-functional team environment
    • Must have excellent organizational and multi-tasking skills
    • Excellent verbal, written, and presentation skills
    • Must have legal authorization to work in the U.S. for any employer

    Perks of working at SWC:

    • Bragging rights – Check out our Awards!
    • 401K Match
    • Career development – formal mentorship programs with assigned career advocate to assist with your training and growth
    • Comprehensive health and dental plans starting on Day One
    • SWC pays for technical certifications
    • Flex time schedule
    • Free onsite gym, quarterly massages, yoga classes and fun group competitions and outings! 

    SWC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, gender transition, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.

     

    Keywords:  Service Delivery, Technical Account Lead, Technical Account Manager, Managed Services Provider, IT, Technical Lead, Client Services Manager, Client Service Delivery Lead, Service Delivery Manager, Technology, Exchange, SAN, Active Directory, Network, Microsoft, Virtualization, DR, SAN, Leadership, Liaison, SME, OSPF, BGP, VPN