Client Services Principal
Area and Site: Atlanta-GA

Description

Title: Client Services Principal

Job Type: Permanent

Location: Atlanta-GA

 

About the Position:

  • The Client Services Principal is a lead technical customer management position working on SGAS’s large, complex accounts. You will direct the design, implementation and lifecycle management of SGAS solutions, leading a support team comprised of subject matter experts from multiple platforms, operating systems, storage and network technologies.  As a trusted advisor, you will provide strategic business and technology support/counsel to your customer across both their production and recovery environments.
  • As Client Services Principal, you will be responsible for relationship development and management across key internal and customer stakeholders and executives to help translate their business needs into action.

Responsibilities:

  • Document and understand the customer’s current, future / desired state, business goals and challenges, capabilities and IT investments.
  • Based on this understanding provide technical and strategic direction from initial solution design to steady-state, based on industry and SgAS best practices.
  • Serve as the single point of ownership for technology solutions and coordinate resources globally to optimize customer and SgAS value.
  • Implement and manage effective governance practices and procedures across contracted scope of responsibilities.
  • Develop highly productive customer relationships and become a Trusted Advisor by providing thought leadership to help shape and grow our value to the customer.
  • Direct lifecycle management (LCM) activities to maintain up to date technical documentation, including production & recovery configurations, application dependency maps, run books, patching schedules, overall solution architecture document, recovery strategies / plans and contract changes.
  • Develop recovery strategies to meet customer RTO/RPO and conduct periodic testing to document recoverability.
  • Manage service / relationship risk areas and takes steps to mitigate.
  • Contribute to securing renewals for expiring contracts by documenting and articulating our value to the customer.
  • Exceed SLA targets by driving service management disciplines around incident, change, and problem management.
  • Develop content and effectively lead Quarterly Business Reviews (QBRs) and other strategic client meetings requested by the customer.

Experience & Skills:

  • 12+ years of professional IT experience with at least 3 years of demonstrated experience related to Enterprise Architecture/Engineering within complex environments.
  • Experience in Disaster Recovery Design and Solutions.
  • Experience in outsourcing environments.
  • Well-rounded knowledge of and experience in multiple operating systems to understand complex customer environments and provide both excellent service and guidance.
    • Windows Server.
    • Virtualization; including VMWare & HyperV.
    • Networking; including routing, security, and firewalls.
    • Storage & backup services/administration.
    • Database; Understanding of data models and data flows in complex multitier database and application environments.
    • Unix/Linux.
  • Strong problem solving and analytical skills.
  • Excellent interpersonal, verbal, written and presentation skills.
  • Not afraid to recommend solutions and services to customer (increase MRR).
  • Familiarity with automated discovery and CMDB.
  • Ability to effectively and calmly lead internal and customer technical staff through crisis events and escalations.
  • Working understanding of ITIL and Service Management.
  • Hands-on experience with ServiceNow a plus.
  • College degree or equivalent industry experience.
  • Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, ITILv3, etc.

Benefits:

  • Sungard Availability Services offers a high growth environment with excellent compensation and immediate eligibility for our 401(k), health/dental insurance, educational assistance, and more. Employment is contingent upon successful completion of the background investigation and pre-employment drug screen.
  • Sungard Availability Services is an equal opportunity employer.

Working Conditions:

  • Ability to meet the physical demands of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
Other:
  • Sungard Availability Services offers a high growth environment with excellent compensation and immediate eligibility for our 401(k), health/dental insurance, educational assistance, and more.   Sungard AS is an equal opportunity employer. Minority/Female/Disability/Veteran
  • Ability to meet the physical demands of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Employment is contingent upon successful completion of the background investigation and pre-employment drug screen.


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