• Account Manager

    Location(s) US-MD-Bethesda | US-VA-Reston
    Req #
    39555
    Category
    Managed Data Services, Project Managment, System Administration / Engineering
  • Overview & Responsibilities

    Job Purpose:

    We are looking for an Account Manager to provide technical service delivery onsite with a major client located in Bethesda Maryland.  This will require 3 day/week onsite in Bethesda and 2 days/week in our Reston Office.

     

    The Account Manager will lead the full service delivery lifecycle for this major client promoting the continuous improvement of productivity, service quality and customer satisfaction. Account Managers focus on defining service strategy, measuring and reporting on success, and continual delivery improvements.

    Accountabilities:

    • Delivering service that meets SLAs and achieves high level of customer satisfaction.
    • Transforming and growing service revenue for the business.
    • Developing strong relationships with customer and internal teams.
    • Helping client maintain FISMA and FedRAMP compliance.

    Responsibilities:

    • Accountable for managing service delivery for a major client in Bethesda Maryland.
    • Manages multiple infrastructure deployment projects.  
    • Serve as primary contact for client.
    • Provide technical expertise, problem analysis, and process evaluation, while maintaining focus on operational empathy.
    • Ensure and monitor processes are in place to pro-actively protect consistent service quality through management of change control and acceptance into service delivery.
    • Ensures resources, capabilities and capacity to meet both existing and new business demands.
    • Provide expert problem management support to difficult, high profile customer issues and ensure a corrective action plan is followed.
    • Ensures tools and technological platforms are in place to support customer environment.
    • Maximize opportunities for account growth.

    Qualifications

    Requirements:

    • US Citizen with the ability to obtain a Public Trust
    • Strong client focus with ability to interface at all levels typically at senior manager/director level.
    • Demonstrates a breadth and depth of operational service delivery management expertise, preferably in an enterprise environment.
    • Significant experience of leading and managing teams (matrix management) within an operational service delivery or managed services environment.
    • Understanding of various businesses and market sectors using that knowledge to meet, evolve and increase customer requirements.
    • Strong oral and written communication skills.
    • Broad working knowledge of technology applications and their impact on the business.
    • Bachelor’s degree or equivalent work experience is required.

    Skills:

    Following skills and experience are highly desirable

    • Working background and knowledge in Windows and Linux Operating Systems; Database and Web Technologies and Applications; and Networking TCP/IP fundamentals.
    • Familiarization with server and networking hardware platforms such as HP, SUN, Cisco, Citrix in a datacenter environment.
    • Experience with virtual and cloud computing technologies like Amazon Web Services, VMware, KVM, and Microsoft Azure.  
    • Working in a 24x7x365 Service industry.
    • Training/certification in such Project Management Methodologies as ITIL, Waterfall, Agile
    • Experience with FISMA or FedRAMP compliance