Service Delivery & Implementation Specialist

Lenexa, KS

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Job Description

ISG Technology is a full-service IT solutions provider, looking for the most agile minds in technology to join our team. Are you ready to take a dive deep into and deliver hardened data centers? Stretch your imagination to the hybrid cloud and beyond? Go mobile in search of the best solutions?

At ISG, you’ll be part of a team of the best providers, working hand-in-hand with other innovative, customer-facing professionals who are shaping the way IT is designed, managed, and secured. You’ll know that the work you do directly impacts your customers’ key performance indicators for success. We offer a quality of service that’s rare in technology, along with a commitment to long-term growth and strategic relevance – for our company and our customers.

ISG Technology, LLC is looking for an experienced Service Delivery & Implementation Specialist to join our team in St. Louis, MO.

ISG is a full spectrum Data Center and IT Infrastructure partner uniquely positioned to provide complete solutions from on-premises, or into the ISG cloud. We bring a holistic and refreshing approach to an industry that has a historically narrow focus. Developed through decades of experience, we've carefully developed our business model to encompass the core elements of IT environments. With our engineers and technicians, we are able to provide the right solution based on business needs and project requirements. This provides customers the benefit of relying on one partner for their IT environment.

The Service Delivery & Implementation Specialist is the primary contact for ISG Technology’s Cloud & Hosting Services Division customers, including but not limited to, the overall planning, monitoring and reporting of the implementation and onboarding activities related to all Cloud & Hosting Services. The position reports to the Senior Product Manager of Cloud & Hosting. Working relationships with overall ISG sales and the Cloud engineering and management teams.

Our Service Delivery & Implementation Specialist will primarily be responsible for the following duties:

Provide excellent customer service
Manage multiple customer accounts as assigned to ensure implementation and onboarding activities are executed in accordance with both internal service-specific processes and customer expectations
Build strong “trusted advisor” relationships with clients on behalf of ISG
Execute on contracted products and services including related statements of work (SOW), including implementation and building timelines, effectively identifying essential project resources, creating project plans, and other project management activities
Proactively identify and immediately report potential project/service obstacles or risks, and own the resolution of such issues
Interact and develop strong working relationships with internal teams (operations, PMO, Consulting Services, etc.) to provide solutions to complex technical issues
Actively participate in internal meetings, including providing detailed status for all projects under management and communicating to teammates appropriately all verbal and written project updates
Assist and work with sales during the pre-sales processes involving customer calls where required
Internalize a detailed understanding of ISG Cloud & Hosting products & services
Internalize a detailed understanding of all aspects of the Cloud & Hosting Operations team and functions
Proactively identify new work opportunities within existing customers and communicate to appropriate people within the organization
Identify and communicate improved best practices with other ISG team members as directed to enhance the quality and efficiency of ISG Cloud & Hosting operations
Provide on-call 24x7 escalation and problem resolution support on behalf of clients when possible and necessary
Maintain and expand working knowledge of current ISG services
Other duties as assigned

To be successful in our Service Delivery & Implementation Specialist role, an individual should demonstrate the following skills:

Proven experience in successfully managing multiple, simultaneous IT/technology implementation projects
Proven history of developing and managing long-term customer relationships
Demonstrated experience in providing sales support
Strong analytical and problem-solving skills
Work effectively in a team environment
Excellent oral and written communication skills
Detail-oriented and highly organized
Ability to assess information security risks and understand business needs
Excellent computer skills (word processing, MS Project, spreadsheets)
Working knowledge of MS Project or other formal project management tools
Bachelor’s degree preferred

COMPUTER SKILLS: To perform this job successfully, an individual should have a working knowledge of the Internet; Excel; Word Processing software; and Email Communications software.

EDUCATIONAL/WORK EXPERIENCE REQUIREMENTS:

Bachelor’s degree
5 years of service delivery or project management experience
Travel to client sites possible; must possess valid driver’s license, and driving record must meet the criteria of ISG’s insurance carrier for acceptance of coverage.

As one of ISG’s team members, you are an essential part of our success. As such, we make investments in you:

Our ongoing training and certification program is unparalleled.
Our benefits package delivers impressive focus on home-life balance, including an incredible 401K match and a very generous maternity/paternity leave.
Our outlook is long-term, so we want to partner with good people.

We are looking to grow our team, our market share, and our customers’ success. Apply today!