Overview Service Delivery Engagement Manager - 3rd Shift (Operations/Incident Manager) at TEKsystems. The role focuses on partner engagement 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. 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 Qualifications Experience in Managed Services environments with partner engagement, initiating service levels, reporting, and customer satisfaction around SLAs Project Management Experience in a Network Environment: analyze projects and system requirements, financial modeling and planning, and ability to effectively communicate with virtual teams Ongoing case management and escalation management of service requests Strong interpersonal and communication skills; excellent written communication Highly organized, self-starter who does not require hand-holding; collaborative and problem solver; strong customer service skills Experience Level Mid-Senior level Employment type Full-time Job function Project Management and Information Technology Industries: IT Services and IT Consulting Compensation & Benefits The pay range for this position is $35.00 - $43.00/hr. Eligibility for benefits applies and may depend on job classification and length of employment. Benefits may include medical, dental & vision; life insurance; disability; HSA; 401(k); and more. Workplace This is a fully remote position. Application Application deadline: Sep 17, 2025. #J-18808-Ljbffr TEKsystems
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