Associate Service Delivery Manager

DescriptionPresidio, 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. Responsibilities include:Customer Onboarding & Transition * 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.Service Delivery Management * 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.Customer Relationship & Communication * 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.Operational & Account Management * 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.Renewals & Customer Retention * 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