About Skyline

Our mission is to build a more resilient and connected society by providing flawless, next-generation technology solutions. We believe this mission begins with each of us, our communities, and our workplaces. By embodying effective communication along with mutual trust and respect, we can achieve a positive impact on every person through every interaction.

With a mission and culture like Skyline's, it is no surprise we are growing. We are looking for bright individuals who are unafraid of challenges, thrive on problem-solving, and are passionate about helping others succeed. At the pace we are growing, we need people like you to join our team so we can ensure we always have the right team members and capacity to deliver our mission. It is critical to us that we can manage the work while maintaining a desirable work-life balance.

POSITION SUMMARY

Core Responsibilities:

The Client Executive (CE) is responsible for leading delivery of all high value and in- scope contracted services, ensuring that performance goals and cost commitments are met.

The CE leverages their leadership skills and technical knowledge to develop, implement and lead a customer centric team. The CE promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination.

The CE owns the cost expense within the account and actively seeks opportunities to drive down the cost of delivery. The CE manages overall delivery commitments to the customer as the single point of delivery accountability for meeting delivery targets, service excellence, and operating within the financial model and is the principal contact for all service operational and tactical issues for the client.

The CE develops and nurtures an excellent client relationship at the senior management and executive level.

Client Relationship & Account Management 30% of time

• Develops and nurtures senior management or executive- level relationships with the customer
• Owns customer operational relationship develops & nurtures to excellent customer satisfaction
• Develops strategies and processes with the customer in areas such as performance metrics, escalations, change management and communication.
• Key contact for operational & tactical issues representing delivery of all services (all functions) to the customer; manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
• Ability to effectively and proactively manage risk for high to very high-risk projects.
• Actively visit client offices, foster relationships, manage communications and regular monthly and quarterly business reviews, walk the halls of customer locations evaluating opportunities to grow our business with the client

Program & Service Management 70% of time

Program

• Responsible for P&L management for assigned segment within the account
• Contributes to organization strategic business plan to drive the company's goals and initiatives
• Assures compliance with the company and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
• Identifies incremental revenue opportunities and supports pursuit activities
• Participates in presales & change order negotiations representing & approving delivery capability & cost solution
• Contributes to strategic account plan.
• Owns expense/cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.
• Strategize, implement, and maintain program initiatives that adhere to organizational objectives
• Maintain organizational standards of satisfaction, quality, and performance
• Oversee multiple project teams, ensuring program goals are reached
• Manage budget and funding sources for maximum productivity.
• Service Design & Operations.
• Oversees the team in solution/service development and design to meet requirements.
• Works with client stakeholders to understand their operational service requirements and ensure they are tracked/met.
• Ensure the program achieves the expected SLA/SLO performance.
• Develops & leads delivery organization to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.
• Develops and drives knowledge management strategies to drive organizational maturity.
• Identifies cross business unit optimization opportunities and drives improvement effort.
• Provides managerial leadership to cross functional team to ensure performance goals are met for all in scope service: identifying & analyzing gaps to develop & implement corrective actions plans

KNOWLEDGE AND TECHNICAL SKILLS REQUIREMENTS

• Ability to build & manage strong customer relationship at the senior management and executive level.
• Excellent influence & negotiation skill.
• Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.
• Ability to understand & analyze an issue or problem to develop & implement a corrective action plan.
• Applies appropriate technical knowledge and methods to resolve very complex business issues.
• Leadership ability to build & manage a business team for effective & efficient customer support.
• Ability to proactively & effectively manage risk on high to very high-risk projects.
• Ability to develop & present high impact message to senior management and executive level management.
• Excellent communication skills: verbal, written & presentation with the capability to represent the company at external customer & industry events.
• Industry sector knowledge
• Crisis & conflict management

EDUCATION AND/OR EXPERIENCE REQUIREMENTS

• 10 years of client, account, delivery, program and project management experience in the technology industry preferably IT Infrastructure delivery management with an operations background.
• Experience running projects or programs of at least $10 million in revenue per year.
• Strong organizational skills; the ability to create an effective strategy; the passion to direct, organize, prioritize, and motivate a team around that strategy and vision.
• A demonstrated open, collaborative leadership style; capable of inspiring a team despite the changing opportunities dictated by the client environment, the services industry, and from within.
• BS in engineering or business administration preferred (Masters desired).
• Background in IT, networks, or transportation desired.
• Excellent verbal and written communication skills.
• ITIL/ITSM experience desired.
• Experience working with service provider organizations

POSITION SPECIFIC COMPETENCY REQUIREMENTS

Successful candidate description from Department Manager:

• Drive for Results
• Model continuous learning mindset
• Ownership, Personal Accountability
• Perseverance
• Detail Orientation

POSITION MEASUREMENTS

• Compliance with contractual SLAs and reporting milestones
• Revenue growth
• Profit growth
• Margin improvement
• Client satisfaction

TARGET BILLABLE HOURS: 38

COMPENSATION PACKAGE

Annual Base Pay: TBD

Bonus: TBD

Benefits:

• Health Benefits
• 401k
• PTO Benefits
• Vacation
• Tuition Reimbursement