{"id":2639095,"url":"https://alion.io/job/presidio-associate-service-delivery-manager","title":"Associate Service Delivery Manager","company":{"id":179581,"name":"Presidio","domain":"presidio.com","url":"https://alion.io/company/presidio","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":{"grade":"B","score":81,"open_postings":26,"ghost_share":0,"stale_share":0.962,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Solutions","role_family":"Solutions","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":70000,"max_usd":162000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":74},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-15T16:22:02Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-19T05:13:19Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Presidio, Where Teamwork and Innovation Shape the Future\n 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.\nThe Role\n 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.\nResponsibilities include:\nCustomer Onboarding & Transition\nComplete the onboarding of new Managed Services customers and coordinate required internal activities.\nDeliver internal and customer kickoff meetings as appropriate.\nEnsure required customer information, contacts, documentation, and service details are collected and maintained.\nTrack onboarding tasks through completion and escalate delays or risks.\nConfirm customers understand how to engage support and access their contracted services.\nService Delivery Management\nServe as a day-to-day service delivery contact for assigned customers.\nMonitor open service issues, requests, and escalations requiring coordination or follow-up.\nWork with internal support and operational teams to drive timely resolution of customer-impacting issues.\nIdentify service delivery risks and escalate them to the appropriate team or leadership when necessary.\nFollow established service delivery processes, standards, and procedures.\nAssist customers in navigating available services and support resources.\nCustomer Relationship & Communication\nMaintain regular communication with assigned customers based on the appropriate service cadence.\nBuild professional, trusted relationships with customer contacts.\nSet clear expectations regarding service delivery, ownership, timelines, and next steps.\nPrepare meeting agendas, capture action items, and ensure follow-up activities are completed.\nCommunicate service issues and updates clearly to both technical and non-technical stakeholders.\nEscalate complex customer concerns to leadership when appropriate.\nOperational & Account Management\nMaintain accurate and current customer records in ServiceNow and other required systems.\nEnsure customer contacts, contracts, service information, documentation, and account records remain current.\nTrack assigned tasks and activities through completion.\nReview service delivery metrics and identify items requiring attention.\nSupport resolution of billing, licensing, consumption, or service questions by coordinating with the appropriate internal teams.\nFollow established processes for service credits, billing questions, and contractual inquiries.\nRenewals & Customer Retention\nMonitor upcoming renewal dates and required renewal activities.\nCoordinate with Sales, customers, and internal teams to ensure renewal activities begin within established timelines.\nTrack renewal actions and escalating risks or delays.\nIdentify customer needs or potential service opportunities, document opportunities, and route them to the appropriate Sales or technical resources.\nSupport customer retention by ensuring service concerns and outstanding issues are appropriately addressed.\nContinuous Improvement\nIdentify recurring customer issues, process gaps, or opportunities to improve the customer experience.\nParticipate in service improvement activities as assigned.\nSeek guidance and coaching from SDMs and leadership to continue developing service delivery and cloud knowledge.\nApply lessons learned and established best practices across assigned accounts.\nKey Success Metrics\nSuccess in this role may be measured through:\nTimely completion of assigned service delivery tasks and customer follow-ups.\nCustomer documentation and account records are maintained accurately and consistently.\nRenewal activities completed within established timelines.\nCustomer escalations are appropriately managed and escalated.\nRequired customer meetings and service reviews completed on schedule.\nAdherence to established service delivery processes and operational KPIs.\nCustomer satisfaction and internal stakeholder feedback.\nRequired Skills and Professional Experience\n1-3 years of relevant experience and an Associate's degree or the equivalent work experience and/or military experience\nStrong customer service orientation and desire to build customer relationships.\nStrong organizational and follow-up skills.\nAbility to manage multiple customers, tasks, and priorities simultaneously.\nClear and professional written and verbal communication.\nAbility to work effectively across technical, operational, sales, and customer teams.\nAbility to identify when an issue requires escalation and engage the appropriate resources.\nStrong attention to detail and commitment to maintaining accurate customer records.\nAbility and willingness to learn cloud technologies, CSP services, IT service management, and managed services operations.\nYour future at Presidio\n Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.\nHere, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you'll be part of a team that is shaping the future.\nReady to innovate? Let's redefine what's next-together.\nAbout Presidio\n Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.\nAt Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, and enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information visit https://presidio.com\nApplications will be accepted on a rolling basis.\nPresidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve.\nPresidio is an Equal Opportunity Employer Disability/Vets. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.\nThe \"Know Your Rights\" Poster is available here: https://www.eeoc.gov/poster\nPresidio EEO Policy Statement is available here: https://www.presidio.com/careers\nPresidio is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to  and let us know the nature of your request and your contact information.\nPresidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to.\nNotice of Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.\n Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our career's email address, Presidio employees or any other means. 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