Strategic IT Consultant

We are hiring a Strategic IT Consultant ("SITC") to join our growing Managed Services Practice. In this highly visible, client-facing role, the SITC will build client relationships by acting as a customer advocate and liaison. They achieve customer satisfaction through focusing on customer outcomes and strategic planning while balancing the scope of managed services. 

** Due to business needs, this hybrid role is ideally suited for candidates in New England or New York, where we maintain office locations **

Some responsibilities include but are not limited to the following:

• Serves as a key point of contact for client decision makers and influencers and develops strong working relationships
• Manages the delivery of managed services to assigned clients, ensuring that contract deliverables are met, and the scope of service is maintained. Acts as a backup for colleagues as needed
• Acts as the client's advocate to build a strong relationship based on quality, trust and customer satisfaction
• Facilitates the Post Incident Review process, drives analysis of incidents, development of findings and development of action items
• Tracks managed service scope and drives changes to billing, managing processes for change orders and renewals to ensure accurate customer billing
• Provides recommendations on programs, processes, and resources to improve efficiency
• Monitors ticketing workflow to ensure important and outlier tickets are addressed
• Works with other internal teams to create and update technical standards, deliver performance metrics/reporting, and raise management awareness to reduce client risk and reactive support time
• Participates in project meetings with Professional Services and other teams as necessary
• All other duties, as assigned

Skills:

• Self-starter/self-motivated and driven for success
• Exceptional listening, communication and relationship skills to engage and service clients effectively
• Maintains a high level of professionalism and a courteous demeanor
• Understanding of business decision-making factors around technology; including risk mitigation, budgeting, and efficiency
• Experience working with diverse environments
• Negotiation and conflict management skills
• Effective critical thinking, analytical, and problem-solving skills to obtain business solutions
• Strong organizational, multi-tasking, detail-oriented, and time management skills
• People Management/Supervisory aptitude
• Solid knowledge and proficiency with Microsoft Office products (Word, Excel, and PowerPoint)
• Strong documentation skills
• Adaptability to changing priorities, as needed
• Maintains a high level of confidentiality
• Commitment to self and team – constantly willing to learn, grow and improve while also remaining humbly confident to coach peers

Experience and Education:

• Minimum 5 years of professional experience in an IT services and/or IT account relationship management role
• General knowledge of IT infrastructure and operations utilized by small to mid-market organizations
• Bachelor's Degree or equivalent work experience
• Completion of related-IT training preferred, whether it be through a degree program or certification such as ITIL Foundation or PMP certification

Other:

• Valid driver's license and access to transportation preferred

Salary range: The compensation range for this role is expected to be $80,000-$110,000 annually. Final offer will depend on experience, qualifications, location and other relevant factors.