Insight Enterprises Jobs (2)

Requisition Number : 93006

Client Delivery Manager

Description :

The Client Delivery Manager (CDM) represents the client engagement practice within Insight’s Managed Services organization.

The role seeks to provide a level of governance over operational delivery while aiming to unify the delivery experience across all Managed Operations offerings.

The SDM will have demonstrated experience in IT service delivery leadership, stakeholder relationship management, performance analytics development and review, and essential-level client journey mapping.

Roles & Responsibilities :

The Client Delivery Manager is charged with :

• Ensuring a positive client health score across all Managed Service offerings
• Bridging gaps between contracted service entitlements and client’s expectations for service delivery
• Establishing / maintaining promotor level relationships with key client stakeholders, and
• Aligning individual service offerings into a unified, effective client experience.

Primary Responsibilities :

• Awareness and comprehension of the Client Delivery Management methodology, entitlements, and technology solutions.
• Ensure delivery of all Managed Service entitlements to an assigned portfolio of Connected Workforce clientele.
• Awareness, reconciliation, and governance over consumption of contracted services and entitlements by the client
• Act as a virtual representative of Client Delivery Management supporting mid-market and commercial segment accounts
• Governance and tracking of Client Health regarding : Service delivery performance metrics Insight-defined engagement metrics Qualitative customer business assessments Outcomes (projects, RFPs, sales initiatives)
• Escalation of service degradation to delivery leadership with participation / governance in the service mitigation and improvement process
• Monitoring of service level performance amongst all aligned CWF Managed Service offerings within a client environment including validation of EOM results
• Reporting to CWF Executive Leadership ongoing status of all "at-risk" accounts and repair progress while soliciting buy-in from client stakeholders on acceptance of improved state of delivery
• Foster and maintain key client stakeholder relationships with the intent to develop promotor status relationships with primary stakeholders
• Maintain client records and data within ServiceNow inclusive of :
• Ensure client-based data is up-to-date and accurate
• Define and continually tracks / update stakeholder relationship scores
• Ensures dashboard reporting is available, updated, and accurate
• Maintain entitlements to ensure accuracy to the contracted services
• Engagement of client involvement in the Connected Workforce Voice-of-the-Customer program, including : Review monthly CSAT results to identify trending of issues and need for intervention Ensure primary stakeholders are enrolled in defined Voice-of-Customer surveys
• Ensure the clients’ experience aligns to the standard defined for each service offering in scope of the agreement.
• Assessment of gaps in client acceptance / adoption of Insight service offerings while driving collaboration with Managed Service Domain leaders on corrective measures
• Monitoring for contract renewal as well as escalation of expansion opportunities to sale engagement representation (SE, CE, Customer Success).

Requirements & Preferred Skills :

Associates degree in Computer Science, Information Systems, Business Management or a related field Experience may be used in lieu of educational requirements.

5+ years of technical experience with at least 3 years involvement in a virtual based client support- role.

Preferred experience within a managed services organization including awareness / comprehension of supported offerings, technologies, and toolsets

Fundamentals background in ITSM processes and procedures

Experience with ServiceNow, and / or ITSM / Client Management platforms required.

Knowledge of Customer Experience, Journey Mapping, and Voice of the Customer programs preferred

Ability to manage large portfolios of accounts on a virtual basis utilizing remote workplace toolsets.

Advanced skills and experience in multi-tasking client management requirements and activities

Note : Please submit your resume detailing all relevant experience and certifications. We thank you for your interest, however, only those selected for interviews will be contacted.

Role : Services Delivery Executive

Role Summary :

Insight US Services is seeking a senior Delivery Leader to oversee the delivery capability across the services account landscape.

Role will report centrally to the President of Solutions and support the full Services account portfolio.

Responsibilities include :

• Develop and execute a centralized services delivery structure and organization to achieve revenue and profitability targets
• Monitor services account delivery portfolio and ensure that projects are on track and completed on time and according to scope specifications.
• Coordinate with account and project leaders to intervene when delivery quality and timelines are at risk and develop a plan and approach for improvement
• Track and measure actuals to budget on accounts on delivery variance (DVI) and coordinate with account and project leaders on improvement plans
• Develop and professionalize consistent methodology to drive quality of delivery and profitability levers for the portfolio
• Design and build out delivery center concept and scale accordingly
• Implement account based delivery reviews and contribution margin improvement plans where applicable
• Develop / evolve and implement varied deliverable models for solutions to drive efficiency and profitability across engagements - such as use of offshore, near shore, and early career talent

Requirements and Qualifications

• 20+ years project management and delivery experience
• 5+ years recent Professional Services experience
• Experience running a dynamic services account(s) and / or practice including offshore services
• Strong computer and software development skills
• Excellent organizational and problem-solving abilities
• Familiarity with both the Waterfall and Agile development models
• Experience with project management software, such as Jira
• A bachelor's degree in a computer or business field