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Account Management Jobs in Indianapolis, IN

Sr. Service Delivery Manager

EXOS (formerly Sondhi Solutions)
  • Indianapolis, IN
    6 days ago

    Job Description

    Our Company

    In 2009 EXOS established itself as an IT consulting and staff augmentation firm.  We specialize in focusing on what the client needs and adapting to how our client works.   Our number one goal is to deliver the RIGHT solution, with the RIGHT resource, for the RIGHT price at the RIGHT time.
    The Company has three areas of focus:
    Professional Services and Consulting:  As a full-service IT consulting firm, we offer a wide array of services to adapt to our clients' businesses. No matter what is needed, we have a solution that fits. Whether it be custom application development or providing highly specialized IT resources to run a project, we assist our clients to ensure their IT initiatives cross the finish line.
    Staffing: Our solutions foster stronger relationships with customers, suppliers, and partners, which greatly improve our clients' productivity, while reducing overall IT costs.
    Managed Services:  We realize our clients don't have the time to worry about the most important tools that its people use--technology. We take care of our client's network and service its system.

    Our Values

    We are Empowering
    At EXOS we empower our clients by providing them with essential strategic IT guidance, reliable service, and the talent necessary to achieve their business goals.  We empower our team by living a culture of collaboration, trust, and learning, creating growth opportunities, and charting a clear career path for all our team members.
    We are Connected
    At EXOS we are connected to our clients and their purpose. We are not just a talent and technology partner; we are an extension of your business. We seek to understand where leadership is driving the company, and we connect across all aspects of the business necessary to make that goal a reality. We are connected to the communities we serve and invested in organizations that make them great places to live. As the EXOS team, we are connected through our common commitment to our cultural imperatives: the “Three Ps” – Be Positive, Be Productive and Be Progressive in the since that we are always challenging each other to learn and grow.
    We are Trusted
    For more than fifteen years EXOS has been a trusted partner in providing Talent, IT and Cybersecurity solutions for our clients. Whether it's servicing large-scale enterprise clients or start up professional firms, our team is there to help solve pain points and provide strategic direction. The trust we have with one another as a team is earned. We live a culture of accountability with a goal of excellence. We are invested in one another's success, personally and professionally. We are a trust first, learn together and celebrate collectively team.

    What You Will Do

    • Serve as the main driver of the customer engagement team across a portfolio of multiple client accounts, providing leadership, enhancing client relationships and delivering superior communication to clients, Core Technology leadership and the team
    1. Through Weekly Status Meetings
    2. Monthly Client Reviews
    3. Quarterly Business Reviews
    4. Internal Planning and Strategy Sessions - Resource Allocations
    • Keep the team (consultant, business development, team management) fully updated on all feedback coming from the client and ensure adherence to client expectations (Internal Status Meetings/Reports)
    • Ensuring the services are implemented and project deliverables have been fully delivered by EXOS, conform to what has been contractually agreed between client as well monitoring the delivery of services against agreed schedule, quality, scope, and budget.
    • Facilitate resource requests, assist in resource planning and address resources performance issues.
    • Lead regularly scheduled internal project team meetings as well as status meetings with the customer and document feedback from the client.
    • Acting as the escalation point when issues arise with EXOS resources / services and managing any dispute or conflict, ensuring communication with Director and Team Manager to determine course of action:
    • Working with internal resources within EXOS on project performance (services delivery, progress, etc.).
    • Communicate additional opportunities that are identified with an engagement to business development and actively assist team in growing the opportunity
    • When required, produce a project plan based on project size and customer requirements
    • Participate in the pre-sales cycle with business development to help understand specific requirements when the opportunity is robust to help finalize an engagement.
    • Act as the primary escalation point with Director & Sr. Director for any challenges in delivery or the relationship.
    • Offer guidance and/or mediation in delivery, scope, personnel, operational management challenges and priorities when conflicts arise.
    • Service Strategy and Planning:
    1. Alignment with Business Goals: They collaborate with senior management to understand business objectives and align IT services accordingly.
    2. Service Portfolio Management: They oversee the catalog of IT services offered, ensuring they meet current and future needs.
    3. 5-Year Roadmap Creation, Maintenance and Budget Development: They build and maintain a 5-year technology roadmap for each client and develop the associated budget to guide long-term investment planning.
    • Service Design and Transition:
    1. Service Level Agreements (SLAs): They establish SLAs, which define the level of service expected by customers and stakeholders.
    2. Capacity and Availability Management: They ensure that IT resources are adequately provisioned and available to meet service demands.
    3. Change Management: They oversee the process of implementing changes to IT services, minimizing disruptions to the business.
    • Service Operation (oversight role – overseeing outcomes across all assigned client accounts, not hands-on execution):
    1. Incident Management: They oversee the timely resolution of incidents across the client portfolio, minimizing their impact on business operations.
    2. Problem Management: They oversee identification of and response to the root causes of recurring incidents across accounts, to prevent future disruptions.
    3. Request Fulfillment: They oversee service request handling across accounts, ensuring requests from users are addressed promptly and efficiently.
    • Continuous Improvement:
    1. Performance Monitoring and Reporting: They track key performance indicators (KPIs) to assess the effectiveness of IT services and identify areas for improvement.
    2. Service Improvement Plans (SIPs): They develop and implement plans to enhance the quality and efficiency of IT services.
    • Vendor Management:
    1. Supplier Relationship Management: They liaise with external vendors and service providers to ensure they meet contractual obligations and deliver value.
    • Stakeholder Communication:
    1. Customer Relationship Management: They maintain open and effective communication with customers to understand their needs and expectations.
    2. Reporting and Documentation: They provide regular reports on service performance and maintain documentation related to IT service delivery.
    • Technology Evaluation and Adoption:
    • Stay Informed: They stay abreast of emerging technologies and evaluate their potential to enhance IT service delivery.


    What You Have Done

    • Strong presentation, communication, time management, writing and interpersonal skills with clients and EXOS team members
    • Willingness to travel to client locations (expected travel to be minimal)
    • Awareness of various technologies including (but not limited to) Business Process Analysis, Workflows, Microsoft 365, SharePoint Teams, infrastructure systems (servers, storage and network) and business intelligence solutions.
    • Strong communication (both verbal and written) skills.
    • Bachelor's degree in computer science, Software Engineering, MIS or relevant professional
    • 5+ years of relevant experience or equivalent combination of education and work experience in a technical consulting environment is required.
    • Should have awareness in both Government and Non-Government customers with exposure to security, development, and service standards such as ITIL, ISO, etc.
    • Must have proven solutions consulting experience in large enterprises.

    Numbers & Facts

    LocationIndianapolis, IN

    Skills

    • Budget Managementunmatched
    • Budgetingunmatched
    • Business Developmentunmatched
    • Business Intelligenceunmatched
    • Business Operationsunmatched
    • Business Processesunmatched
    • Business Solutionsunmatched
    • Change Managementunmatched
    • Communication Skillsunmatched
    • Computer Scienceunmatched
    • Consultingunmatched
    • Continuous Improvementunmatched
    • Contract Requirementsunmatched
    • Cost Controlunmatched
    • Customer Relationsunmatched
    • Customer Relationship Management (CRM)unmatched
    • Customer Support/Serviceunmatched
    • Delivery Managementunmatched
    • Documentationunmatched
    • Emerging Technologyunmatched
    • Establish Prioritiesunmatched
    • Governmentunmatched
    • ISO (International Organization for Standardization)unmatched
    • ITIL (IT Infrastructure Library)unmatched
    • Incident Managementunmatched
    • Information Technology Consultingunmatched
    • Internet Securityunmatched
    • Interpersonal Skillsunmatched
    • Investment Managementunmatched
    • Leadershipunmatched
    • Maintain Complianceunmatched
    • Maintenance Servicesunmatched
    • Management of Information Systems/Technology (MIS)unmatched
    • Microsoft Product Familyunmatched
    • Microsoft SharePointunmatched
    • Needs Assessmentunmatched
    • Operations Managementunmatched
    • People Managementunmatched
    • Performance Analysisunmatched
    • Performance Metricsunmatched
    • Pre-Salesunmatched
    • Presentation/Verbal Skillsunmatched
    • Problem Solving Skillsunmatched
    • Process Analysisunmatched
    • Professional Servicesunmatched
    • Project Planningunmatched
    • Project Scheduleunmatched
    • Reporting Skillsunmatched
    • Resource Managementunmatched
    • Sales Cycleunmatched
    • Service Deliveryunmatched
    • Service Level Agreement (SLA)unmatched
    • Software Developmentunmatched
    • Software Engineeringunmatched
    • Startupunmatched
    • Status Reportsunmatched
    • Strategic Planningunmatched
    • Supplier Relationship Management (SRM)unmatched
    • Team Lead/Managerunmatched
    • Technical Consultingunmatched
    • Technical Leadershipunmatched
    • Technical Supportunmatched
    • Time Managementunmatched
    • Track Customer Issuesunmatched
    • Vendor/Supplier Managementunmatched
    • Vendor/Supplier Relationsunmatched
    • Willing to Travelunmatched
    • Workflow Analysisunmatched
    • Writing Skillsunmatched

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