Service Delivery Manager

We are seeking a Service Delivery Manager (SDM) for our Managed Services (MS) team within the Enterprise Output Management (EOM) group. This team hosts and manages our EOM products on behalf of our customers. You will provide support to our managed services customers located throughout the world.

Our EOM solutions streamline the distribution of output across applications, desktops, and mobile devices, reducing total costs for critical document delivery.

LRS, a global leader in IT solutions, values innovation, quality, integrity, and financial strength. Since 1979, our talented team has driven success in diverse markets. Headquartered in Springfield, IL, we operate worldwide with hundreds of employees in dozens of locations. Known for honesty, self-motivation, and hard work, our people are key to our reputation. Join us and contribute to our continued success.

As a member of the EOM Managed Services Team, you will support new and existing customers by using your skills and experience in a number of areas, including:

•     Complex Output Management deployments – LRS software touches a variety of IT areas including VDI and other infrastructure components, critical applications like SAP, Oracle, EMR, In-House, and secure printing rollouts to name a few. Often, these implementations are with global companies that must coordinate the installation and rollout of LRS software across hundreds of locations around the world. A variety of IT departments and contacts from the customer will be involved in the project. You would coordinate and lead the team responsible for installing the LRS software.
•     Attend regular meetings with the clients.
•     Be the point person for onboarding new MS clients (after vigorous training). Work with the Global Managed Services PM, Regional PM’s and MS Technicians and SE staff coordinating onboarding activities, go lives, etc.
•     Be responsible for reporting on SLA’s using ServiceNow and other tools.
•     Be the first contact for escalating any concerns from the customer. Escalate these to your manager as needed.
•     Be an additional contact point during SEV1 issues. Assist with communication to customers while MS Output Management Technicians and Product Support are resolving critical incidents.
•     Inform and advise LRS Sales staff on anything at the account that is useful for them to understand (new product opportunities, problems, competitive product situations, etc.). You will establish close relationships with customer staff and may be made aware of content of interest to the LRS sales team.
•     Assist the sales organization and WW PM’s with MS quotes and questions.
•     Be a “Utility Player” in Managed Services that can assist with other MS related activities as they arrive.
•     RFP/RFI responses – You will provide assistance to the sales team and coordinate the completing of responses to customer requests for proposals or information related to our software products.

Additional duties include:

•     Create and execute work plans within Teamwork, updating the plan as required to manage resources and project tasks
•     Manage the project to maintain project scope, budget and timeline
•     Create, review and manage project deliverables Identify and develop plans to mitigate risks
•     Manage project team resources, provide direction and support the project team
•     Effectively communicate with local and remote team resources as well as client resources
•     Facilitate requirements gathering sessions
•     Provide bi-weekly project status reports to your management denoting project statistics, progress and issues or risks using Teamwork

These activities could include you attending conference calls, on-site meetings and web-conferences with prospective or existing customers. You may be required to perform presentations to customer groups consisting of both technical and/or businesspeople.

You will be based in the US in an LRS office or remote for the right candidate. You can expect to travel approximately 5% of the time. Both internal employees and external candidates are being considered for this position. As a Services Delivery Manager, you are eligible for overtime, though it is not required very often.

Performance Objectives:

•     Understand the EOM product/services line: Within one month after attending the EOM Sales Basic Training, have a general understanding of the EOM products and be able to demonstrate that knowledge to your manager.
•     Within 3 months become proficient with the primary applications used by the MS team, including Teamwork, ServiceNow and Dynamics
•     Understand EOM Managed Services: Within three months, demonstrate an understanding of the Managed Services offering.
•     Within six months, be capable of servicing clients on your own.
•     Maintain records: Record all customer contacts and activities in the current CRM (Microsoft Dynamics) system.

Applicant Requirements:

•     Understanding of Windows based EOM products (high level functionality, use case, not at SE level).
•     8+ years’ experience in Project Management roles.
•     Previous experience in a managed services role with ITIL certification.
•     Ability to work well under constantly changing requirements with LRS staff.
•     Some availability outside of normal business hours is possible. You should have some flexibility in your schedule based on customer requirements, sales cycle requirements, possibly supporting APAC or EMEA with opportunities as needed.
•     Your ability to effectively communicate (both verbally and in written form) to people ranging from CIO’s to system administrators will be instrumental in your success. To demonstrate these skills, you must have experience understanding complex technical concepts and explaining them using simple terminology.
•     You must have experience writing business communications (letter, e-mails, formal proposals, etc.) and documenting business requirements.
•     You must have experience making presentations to a live audience. This experience could be with business presentations, technical presentations, or by presenting training classes.
•     You must have permanent authorization to work in the USA for any employer. No visa sponsorships are available.

Success Keys:

You need to be a professional who is comfortable and competent when interacting with customers and internal technical and sales professionals. The key to your success is your ability to utilize your skills to provide regular reporting on key metrics to clients, escalating high priority issues as they arise and identifying opportunities for expanded use of LRS products. You must quickly understand how the EOM products relate to clients’ business needs. In house training will be provided. Your aptitude or experience developing an understanding of customers’ IT environments, identifying customer requirements, and documenting requirements will be vital to your success. You must be able to demonstrate team leadership skills.

Organization Structure and Interfaces:

The EOM Division at Levi, Ray & Shoup, Inc. comprises more than 150 employees divided between 2 groups: sales/marketing and software development/support. The EOM team has nearly 300 employees worldwide. The COO oversees the entire team with Vice Presidents and Directors reporting directly to the COO.

Please refer to our website for information relating to LRS software solutions and services applicable to this job vacancy: www.lrsoutputmanagement.com

LRS is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, domestic partner status, sexual orientation, genetic information, citizenship status or protected veteran status.

The compensation range is $105,000 - $135,000. This position is eligible for overtime and represents the high and low range.