Service Delivery Manager – New York

Title: Service Delivery Manager
Location: Corporate Headquarters, 17 State Street NY, NY 10004
Employment Status: Full-Time/Employee
Travel: <20%

IPsoft (http://www.ipsoft.com), founded in 1998, is an industry-leading managed services provider offering a complete solution to enterprise customers for outsourcing global IT infrastructure operations.

The world’s largest companies, such as Time, Inc. Interactive, Genworth, IKON Office Solutions, The Sharper Image, Reuters, and Martha Stewart Living Omnimedia have entrusted their systems, networks, databases, and enterprise applications to IPsoft. Today, 1 in every 30 Fortune 1000 companies is an IPsoft client.

Summary
IPsoft, Inc. has an immediate opening for a Service Delivery Manager to be based out of our Global Corporate Headquarters location in downtown New York City. The ideal individual in this role will bring to the table a near-perfect blend of management acumen, business savvy, technical aptitude, an unparalleled drive and work ethic, and a sense of personal entrepreneurship in meeting new challenges on a daily basis. The individual in this role will have the opportunity to form and manage relationships with several Fortune 100 / Global 100 solution partners, as well as interact with senior-level technologists and executives across dozens of Fortune 1000 / Global 2000 business. Professionalism and polish is the hallmark of success for this individual.

You will be responsible for a portfolio of Fortune 1000 accounts and the ongoing project and program management of those accounts, ensuring high levels of customer satisfaction through excellent service delivery. These activities include leading weekly status calls, technical support review meetings, quarterly executive presentations as well as day to day operational leadership and guidance. The Service Delivery Manager will be responsible for ensuring that all account and project engagements under their purview are receiving optimal support and customer satisfaction is maintained at industry leading levels.

Job Description:
 Provide leadership of key, high-profile Global Fortune 1000 partner/client relationships.
 Ensure absolute quality standards of technical & business service delivery
 Provide direct project/account oversight and management.
 Advocate client service requirements and “outside in” perspective.
 Through expert understanding of IPsoft service delivery, advocate IPsoft’s services and solutions to client account portfolio.
 Liaise between customers, IPsoft business executives, and technical subject matter experts to ensure consistent communications and quality service delivery.
 Participate in internal & customer-facing conference calls, demonstrations, and presentations in conjunction with partner resources
 Support direct management in other business and operational development initiatives, as required

Job Requirements:
 Bachelor’s degree in Computer Science, Information Management, or similar field (business-oriented technical degrees given special consideration and technical / business dual majors given most-favored status)
 Minimum of 3-5 years hands-on technical experience in one or more domains required
 Minimum of 1-2 years in a business-oriented role, such as technical project management or IT lead required
 Flawless oral and written communication skills a must
 Strong organizational skills required
 Exceptional work ethic: goals-driven, results-oriented individual for whom “good enough” is not acceptable.
 In-depth experience and knowledge of business-driven technology solutions required
 Passionate about their work, their company, and their career.
 Absolute accountability: points to nobody but themselves for their success and their failures.
 Experience in managed services strongly preferred
 Functional knowledge of the below domains, with expertise in at least two, required. Special consideration for generalist technology backgrounds.
o Data Networking
o Storage Management
o UNIX Systems Administration (Solaris, Linux, AIX, etc.)
o Windows Administration
o Messaging Platforms
o Database Administration / Architecture
o Application Programming
o Application Management
o Datacenter management
o IP Telephony
o Technology Management Standards, such as ITIL, ISO, eSCM
o Process methodologies highly desired (Six Sigma, Prince2, PMBOK)
o Network & System Security
o Technology Business Management Principles
 Formal project management training a plus
 Business-case, proposal, and technical writing skills desired

Benefits:
 Competitive salary
 IP Merit; monthly performance plan
 401(k), 6% contribution at 90 days of service, 100% Vested
 Company sponsored medical (Empire Blue Cross Blue Shield) and dental coverage (MetLife)
 Vacation/holidays

IPsoft has grown over 100% each year for the last four consecutive years, and we need you to help us keep growing! It's an exciting time as we expand our company globally and push the envelope of what customers can expect from a managed service provider.

EOE