New

Service Delivery Engagement Manager - 3rd Shift (Operations/Incident Manager)

TEKsystems
$35.00 - $43.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, North Carolina, Durham
Sep 04, 2025
Top Skills 1) Partner Engagement experience within a Managed Services Environment: initiating the design, development, and implementation of service levels as well as reporting on and ensuring customer satisfaction around SLAs. 2) Project Management Experience in a Network Environment: analyze projects and system requirements, financial modeling and planning, and ability to effectively communicate with virtual teams, including customer or partner teams. 3) Ongoing case management and escalation management of service requests The ideal candidate must have a passion and history of striving to provide the absolute highest level of customer support. The candidate should possess superior project management and communication skills and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure. Roles and Responsibilities: * Write processes and procedures for customized support services -Manage high profile critical technical and political issues within customer organization and throughout the escalation chain * Identify need for and assist/perform the creation of customer training * Formulate continual improvement strategies to optimize customers perceptions around service and support * Be the "go to" person and main point of contact for customer and internal teams * Acting as single point of contact for operational issues, you will interact with the customer frequently coordinating technical issues and customer needs * You will present customer needs to post-sales support teams and applicable organizations. Strong presentations skills and be hands on with various styles of data analytics Build consistent relationships with key customer stakeholders. Support decision makers within customer execs and provide guidance Day to Day Providing personalized support for customers. This level of personalized support can help expedite problem resolution, improve network performance, and increase the overall productivity of your IT staff and business. Support includes: * Personalized operational support eight hours a day, five days a week, * Ongoing case management and escalation management of service requests * Periodic conference calls with internal staff to report on and expedite issue resolution * Weekly, monthly, and quarterly reports with the status of active service requests * Documentation of operations to ensure that all specific operational and related topics are documented and available in the secured internal portal devoted to helping expedite issue resolution * Participation in quarterly meetings to present quarterly operations data analysis Skills Managed services, Stakeholder management, Portfolio management, Project coordination, Project management, SLA, Customer success, Deliverables, Partner engagement, Engagement manager, Managed service, Reporting Top Skills Details Managed services,Stakeholder management,Portfolio management,Project coordination Additional Skills & Qualifications 1) Strong interpersonal and communication skills. 2) Excellent written communication skills. 3) Highly organized, self-starter who does not require hand-holding 4) Also, highly collaborative and a problem solver 5) Great customer service skills and outgoing. Experience Level Expert Level Pay and Benefits The pay range for this position is $35.00 - $43.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Sep 17, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.