Job Description

Job Summary

BDO’s Core Purpose is Helping People Thrive Every Day. Our Core Values reflect how we manage our work, our relationships and ourselves. As an employee of the firm, you will live true to our Core Values of people first, being exceptional every day in every way, embracing change, feeling empowered through knowledge and choosing accountability. Our Core Values are the standards by which we conduct ourselves day in and day out, both internally and externally.

BDO Digital, LLC, a subsidiary of BDO USA, LLP, provides a holistic portfolio of technology, transformation services and solutions. We are an organization that values your time, talent, and contributions. Collaborate with BDO Digital’s cross-disciplinary team who work together to solve digital needs and unearth new opportunities to drive competitive advantage. Our commitment to each other is why BDO Digital is a recognized leader for our culture, employee satisfaction and career growth. We’re looking for people with the same drive; to combine teamwork with technology to produce amazing results.

This is a customer facing advisory and service delivery position (not sales) responsible for managing multiple clients and ensuring delivery of managed services IT solutions. This position is a multi-faceted, challenging role that requires excellent attention to detail, the ability to effectively communicate and influence clients, develop relationships with technical and business contacts, coordinate delivering, operations and project resources, and follow tasks through to completion.

The Firm provides comprehensive managed services to growing mid-market organizations. Our solutions range from cloud/infrastructure managed services, to end user service desk, to full outsourcing of IT.

Responsibilities:

- Maintains a relationship with a client’s leadership team to be their trusted advisor responsible for delivery and performance of client environment
- Facilitates clear, consolidated communication with the client and the technical delivery team
- Supports project activities and have awareness of priority, status, risks and budgets
- Provides critical thinking and oversight of escalation and prioritization items, including leadership and delegation of technical tasks to other team members
- Creates and delivers monthly activity reports to clients that include a roadmap and best practice recommendations; identifies and develops solutions to remediate recurring service delivery and system performance issues
- Identifies, manages, and mitigates risks to ensure successful delivery of managed services and exceed defined service level agreements
- Evaluates and manages the financial performance of client account portfolio
- Provides incident management leadership for team members and the client during high severity, business impacting issues
- Assists in the strategy and advisement of technical solutions that achieve our clients’ desired long-term business objectives
- Maintains high customer satisfaction and ensure an exceptional service experience
- Other duties as required

Qualifications

Education:

- Bachelor’s degree in an IT related field from an accredited university, preferred

Experience:

- Five (5) or more years of progressive IT experience and three (3) or more years overseeing IT operations delivery, required
- Experience in IT Strategy, business requirements gathering, IT roadmaps and advisory, required
- Experience in IT Service Management, Operations, or processes improvement and definition, required
- Experience overseeing delivery teams and measure against defined KPIs, preferred
- Business Analyst and Project Management experience, preferred

License(s)/Certification(s) :

- ITIL Certification or attained within first 6 months of employment, preferred

Other Knowledge, Skills & Abilities:

- Ability to work well in a cross-functional team environment preferred
- Must have excellent organizational and multi-tasking skills
- Excellent verbal, written, and presentation skills