Associate Service Delivery Manager

Presidio, Where Teamwork and Innovation Shape the Future
At Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses - and their internal customers - to achieve more through innovation, automation, and intelligent insights.

The Role
The Associate Service Delivery Manager (SDM) – supports the day-to-day service delivery and customer experience for a portfolio of Managed Networks and Cloud Solution Provider customers. This role serves as a primary point of coordination between customers and internal teams, helping ensure service requests, escalations, renewals, documentation, and operational activities are managed accurately and timely. The Associate SDM is an early-career service delivery role focused on developing strong customer relationships, maintaining operational discipline, and ensuring customers receive the services and support included in their agreements. The role works closely with leadership, senior Service Delivery team members, Sales, Operations, Support, Cloud teams, and escalates complex or strategic matters when appropriate.

• Complete the onboarding of new Managed Services customers and coordinate required internal activities.
• Deliver internal and customer kickoff meetings as appropriate.
• Ensure required customer information, contacts, documentation, and service details are collected and maintained.
• Track onboarding tasks through completion and escalate delays or risks.
• Confirm customers understand how to engage support and access their contracted services.

• Serve as a day-to-day service delivery contact for assigned customers.
• Monitor open service issues, requests, and escalations requiring coordination or follow-up.
• Work with internal support and operational teams to drive timely resolution of customer-impacting issues.
• Identify service delivery risks and escalate them to the appropriate team or leadership when necessary.
• Follow established service delivery processes, standards, and procedures.
• Assist customers in navigating available services and support resources.

• Maintain regular communication with assigned customers based on the appropriate service cadence.
• Build professional, trusted relationships with customer contacts.
• Set clear expectations regarding service delivery, ownership, timelines, and next steps.
• Prepare meeting agendas, capture action items, and ensure follow-up activities are completed.
• Communicate service issues and updates clearly to both technical and non-technical stakeholders.
• Escalate complex customer concerns to leadership when appropriate.

• Maintain accurate and current customer records in ServiceNow and other required systems.
• Ensure customer contacts, contracts, service information, documentation, and account records remain current.
• Track assigned tasks and activities through completion.
• Review service delivery metrics and identify items requiring attention.
• Support resolution of billing, licensing, consumption, or service questions by coordinating with the appropriate internal teams.
• Follow established processes for service credits, billing questions, and contractual inquiries.

• Monitor upcoming renewal dates and required renewal activities.
• Coordinate with Sales, customers, and internal teams to ensure renewal activities begin within established timelines.
• Track renewal actions and escalating risks or delays.
• Identify customer needs or potential service opportunities, document opportunities, and route them to the appropriate Sales or technical resources.
• Support customer retention by ensuring service concerns and outstanding issues are appropriately addressed.

• Identify recurring customer issues, process gaps, or opportunities to improve the customer experience.
• Participate in service improvement activities as assigned.
• Seek guidance and coaching from SDMs and leadership to continue developing service delivery and cloud knowledge.
• Apply lessons learned and established best practices across assigned accounts.

Success in this role may be measured through:

• Timely completion of assigned service delivery tasks and customer follow-ups.
• Customer documentation and account records are maintained accurately and consistently.
• Renewal activities completed within established timelines.
• Customer escalations are appropriately managed and escalated.
• Required customer meetings and service reviews completed on schedule.
• Adherence to established service delivery processes and operational KPIs.
• Customer satisfaction and internal stakeholder feedback.

• 1-3 years of relevant experience and an Associate's degree or the equivalent work experience and/or military experience
• Strong customer service orientation and desire to build customer relationships.
• Strong organizational and follow-up skills.
• Ability to manage multiple customers, tasks, and priorities simultaneously.
• Clear and professional written and verbal communication.
• Ability to work effectively across technical, operational, sales, and customer teams.
• Ability to identify when an issue requires escalation and engage the appropriate resources.
• Strong attention to detail and commitment to maintaining accurate customer records.
• Ability and willingness to learn cloud technologies, CSP services, IT service management, and managed services operations.

Your future at Presidio
Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.

Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you'll be part of a team that is shaping the future.

Ready to innovate? Let's redefine what's next-together.

About Presidio
Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.

At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, and enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information visit https://presidio.com

Applications will be accepted on a rolling basis.

 Presidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve.

 Presidio is an Equal Opportunity Employer Disability/Vets. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

The "Know Your Rights" Poster is available here: https://www.eeoc.gov/poster

Presidio EEO Policy Statement is available here: https://www.presidio.com/careers

Presidio is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to recruitment@presidio.com and let us know the nature of your request and your contact information.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to.

Notice of Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our career's email address, Presidio employees or any other means. Presidio is not responsible for any feeds related to unsolicited resumes/CVs.

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