About the company

ATSG is a tech-enabled IT Services and Solution Provider that delivers Digital Innovation providing tangible business value and exceptional Client experiences through the sale and delivery of Technology Solutions as a Service (TSaaS).

Job Summary: Service Delivery Success Manager (SDSM)

The SDSM is at the heart of a technical project manager with a passion and commitment to drive an excellent client experience when utilizing ATSG provided solutions.  In order to successfully support assigned clients in a high-touch model, SDSMs are required to have a high level of technical proficiency with the managed technologies, as well as the ability to lead multiple organization to deliver responsive quality services.  The appropriate candidate has proven demonstrated ability to develop and maintain senior business and technical customer relationships at the Fortune 500 level. A successful SDSM also has extensive experience managing the integration of multiple organizations to deliver solutions. Delivery of ATSG solutions can include third-party vendors, subcontractors, customer and internal technical groups in multi-site complex Cisco environments and the SDSM needs for seamless service delivery.SDSMs also serves as the primary participant of the customer’s and ATSG Change Control Board related to the solutions, coordinating the participation of key technical resources and client communications for successful changes.

Knowledge and/or Skill Requirements

• Customer Relationships: the primary goal of the SDSM is to keep the customer satisfied and if possible delighted.  Must be able to maintain a customer-facing positive outlook while working internally to resolve challenging issues or conflicts that may arise.
• Project Management: ability to prioritize both their own work and that of the engineering and consulting teams between service requests, incident management, and optimization services.
• Listening to comprehend: ability to truly listen to the customer to understand what they need, not just what they vocalize as wanting.  Asks probing questions to truly understand the situation and uncover needs that may go un-vocalized.
• Technically proficient: able to understand the utilized technologies to the degree required to answer basic questions from the customer and know which internal engineering resource is best suited to meet customer objectives or resolve customer issues.  Specifically related to Cisco, should know how to properly manage work to the correct technical resources in the following technology stack, as our customers may have any/all of the following under management:
  • Contact Center (Express, Package, & Enterprise)
  • Unified Communications (CM/CUC/Expressway/IMP, and other IPT technologies such as CUBE/VGs)
  • Networking / infrastructure (route/switch, UCS-B/UCS-C, ESXi, storage, etc)
• ITIL: possesses a basic understanding of ITIL concepts and the ability to guide the customer towards a structured methodology.
• Minimum of 4 year college degree, preferably in business, technology or project management or 2 year college degree with equivalent work experience
• Strong financial management skills 
• Strong written and interpersonal communication skills including the ability to communicate technical information at every level
• Strong  managing details and excellent organizational skills

Night shift, with login time being between 6:30pm -10:00pm

Candidate should have worked on MS Azure / Cisco / UC (preferably). Must have Tech exp and moved up to SDSM is what we should look for

Good verbal and written communication is a must