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Client Delivery Manager – Denver

Virtela is the world’s largest independent managed network, security, and cloud services company. Virtela offers an award-winning suite of services – including managed networks, security, application acceleration, mobile device management and IT infrastructure management to the fastest growing companies around the world.

Virtela is actively hiring a motivated and energetic professional who is passionate about delivering the highest quality of support to Virtela Customers in a fast-paced environment. The Client Delivery Manager is responsible for supporting large enterprise accounts while managing client relationships and senior-level Virtela technical personnel. The ideal candidate should be a strong communicator, hands-on, have strong technical understanding, comfortable working under pressure, willing to travel to client site, and have ITIL experience.

Location: Denver, CO

Primary Responsibilities

  • Supervises incident management, change management, problem management, and network optimization projects.
  • Customer communications; primary interface for all customer issues
  • Project manages implementation and optimization projects
  • Leads Customer Service Reviews (weekly, monthly, quarterly)
  • Operational ITIL analysis and reporting (trend, performance, availability, and capacity management)
  • Generates reports (SLA and operations)
  • Leads senior-level technical teams
  • Supervises Customer and Virtela-internal processes

Professional Qualifications

  • Managed Services experience is required.
  • Previous experience in service manager and project manager role required.
  • Technical telecommunications background
  • Implementation and optimization project management experience
  • Flexible person with the ability to manage stressful situations and adapt to rapidly changing environments and requirements
  • Ability to work with Account Teams, Customers, Service Delivery, and Operations
  • Creative, flexible thinker who is willing to take initiative and share alternative solutions with peers and management
  • Network and Security (Cisco and Juniper) experience
  • Excellent customer service skills
  • Passionate about Virtela’s Customers, willing to go the extra mile to ensure the highest level of customer satisfaction
  • Exceptional documentation and communication skills
  • Customer service experience – preferably in an operations center environment
  • Ability to thrive in a fast paced, multi-cultural, customer-oriented environment
  • Ability to work days, evenings, and weekends as required; 24×7 support

Education

  • Bachelor degree in related field preferred, or equivalent experience

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