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WHY WAIT?
Are you looking for an exciting new opportunity?
This may be your lucky day!
It is time for a change, and CDI can help!

We have an immediate need for a Service Desk Delivery Manager in Cleveland to join CDIs outsourcing team.

JOB DESCRIPTION
This position will assume responsibility for the overall delivery and success of a new IT Service Desk operation for a client located in Cleveland. This is an educational environment, and the key responsibility will be managing the relationship between our client and the CDI Service Desk team that will reside at CDIs Service Desk center of excellence in Cross Lanes, WV. The team will consist of approximately 10 analysts, and approximately 20% of travel will be involved, mainly to visit the team and Team Lead located in WV.

Responsibilities include:
Client management, business and revenue growth, liaison with Service Desk management and analysts to facilitate client facing aspects of day to day service delivery, direct and indirect expense management, customer satisfaction, personnel management, and account planning for assigned engagements within the Service Desk domain.

ESSENTIAL FUNCTIONS
Leads and manages Client Relationship at a manager, director and Senior Executive level.
Implement new operations within client business scope, including service desk startup including technology, process, and methodology (from startup to ongoing successful operations).
Identify and participate in implementation of additional IT based opportunities with client and CDI team.
Ensures business and revenue stability, identifies and pursues growth opportunities within client site.
Participates in service delivery, ensuring all terms and conditions of the related contract(s) are achieved.
Achieves high customer satisfaction, including quality delivery and customer relationships.
Negotiates terms and conditions relative to individual work requests.
Supports growth of the business with assigned customer(s) through account planning and identification of new business opportunities.
Collaborates with ITS Management and solution teams on account plan execution and new business opportunities with the existing account base.
Monitors and ensures budget profitability for assigned projects and provides periodic reporting as required by management.
Ensures that management, technical and support personnel are properly qualified, trained and supervised to perform their assignments effectively and within defined financial and business objectives.
Leads in accordance with the Company Vision and Mission Statement.

MINIMUM REQUIREMENTS/PREFERENCES
Bachelors Degree in IT-related field very highly desired, Masters Degree a plus.
5-7 years experience in the following areas, with minimum of 3-5 years in a client engagement management capacity:
Assessing business situations, developing and establishing priorities.
Adapting quickly to changes in situations or business environment.
Experience with midsize (> 10 people) scale support teams.
IT SERVICE DESK MANAGEMENT EXPERTISE
Outsourcing provider experience
Working knowledge of financial systems; some exposure to budget preparation and monitoring.
Background in an educational environment.
In depth understanding of a variety of IT technologies and methodologies, and their appropriate implementation and use.
Demonstrated ability and/or demonstrated experience in the following areas:
Managing financial performance.
Technical management skills necessary to direct and supervise staff.
Superior communication, interpersonal team building, and negotiation skills.
Superior customer service skills.
Principled leadership and sound business ethics.

The above major ongoing responsibilities describe only the essential job functions and are not intended to be a complete list of all duties and responsibilities. All job functions must be performed in accordance with CDI Corporate policies and procedures.

This is a salaried opportunity with CDIs outsourcing team.

Qualified candidates local to the area will receive first consideration, although we will consider non-local candidates willing to relocate at own expense.

TAKE ACTION!
Why wait another day?
It is time to act!
Apply NOW and join the CDI Team TODAY!

Apply Now