Job Description

ABOUT ACUITY 

Acuity Technologies provides communications services to business clients across the U.S. and Canada, including voice-over-IP solutions and mobile technology management. Based in Tampa, we’ve been serving clients for 20 years and are trusted by some of the largest companies in the country. Our growth comes from a diverse, innovative team dedicated to professionalism and delivering excellent results. If you take pride in being innovative, achieving great outcomes for clients, and contributing to the energy of a growing team, we’d love to meet you!

BENEFITS ENJOYED BY ACUITY TEAM MEMBERS  

We know it’s important for our team to feel rewarded, so we’ve ensured that our team enjoys strong benefits and recognition. In addition to health insurance, paid time off, and a competitive retirement package, we’re also a pet-friendly office with four types of gourmet coffee and assorted healthy snacks.

POSITION SUMMARY  

The Service Delivery Manager's role focuses on keeping clients satisfied with Acuity's services through coordinating client onboarding, overseeing projects, fixing any reliability issues, tracking service metrics, and providing feedback to the teams responsible for the service execution. The SDM is also responsible for leading client cadence interactions, including quarterly and annual business reviews.

The SDM, as the liaison between the client and Acuity, must be technically savvy and capable of communicating with C-level people. They must be excellent problem solvers, analytical, and organized. They must maintain positive relationships with clients, meet deadlines, manage conflict, and creatively find ways to make our service better. This position nurtures relationships with key clients as the face of Acuity for day-to-day account coordination.

QUALIFICATIONS

3-5 years experience in an MSP or mobility/telecommunications with customer-facing program/project management, account management, or technical account management experience

Excellent skills in Microsoft Office Suite

Ability to build strong rapport with customers at all levels

Ability to spot opportunities for revenue growth and position Acuity for growth

Exceptional written and verbal communication

Strong interpersonal, organizational, and customer retention skills

Strong negotiation skills

Ability to work within a fast-paced environment and meet deadlines as scheduled

Bachelor’s Degree or equivalent experience preferred in business or technology

Ability to organize multiple work assignments and prioritize effectively

Business Analytics experience (e.g. PowerBI, Tableau) a plus

ConnectWise and ServiceNow experience a plus

PMP or similar certification is a plus

PHYSICAL DEMANDS AND WORK ENVIRONMENT

This role involves sitting, standing, walking, and using a computer and office equipment. The work is performed in a standard office setting. Occasional travel within the U.S. and Canada may be required.

EEO STATEMENT

Acuity Technologies is an Equal Opportunity Employer. We prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. This policy applies to all employment practices within our organization. We make hiring decisions based on qualifications, merit, and business needs.

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