Enterprise Delivery Manager

Location: Herndon, VA
Job Title: Enterprise Delivery Manager
Job Type: Full time

About Us:
Assured Data Protection is a global leader in data backup, and disaster recovery managed services, specializing in safeguarding against data loss and downtime in the event of a disaster, cyber, or ransomware attack. Our fully managed services include immutable backup, disaster recovery, and cyber resiliency to protect data on-premises and in the cloud, with 24/7/365 expert support.

We offer a flexible, consumption-based model to grow with your business, making data protection cost-effective and scalable. Our purpose-built software provides industry-leading monitoring and reporting capabilities to provide actionable insights into your data protection strategy. Our global data centers ensure data sovereignty, meeting your organization’s compliance requirements. A dedicated team is always available to recover your data and minimize disruption in the event of a disaster.

Job Summary:
The Enterprise Delivery Manager will be responsible for overseeing the delivery of our data backup solutions to enterprise clients. This role involves managing the end-to-end service delivery process, ensuring that our services meet or exceed client expectations. The ideal candidate will possess strong leadership skills, technical understanding of our backup solutions, and a passion for customer satisfaction.
** This role has the opportunity to be a remote role based in the Central time zone.

Key Responsibilities:
Service Delivery Management

• Oversee the implementation and delivery of data backup services to enterprise clients.
• Ensure that services are delivered on time, within scope, and within budget.
• Develop and maintain service delivery processes and best practices.

Client Relationship Management

• Act as the primary point of contact for enterprise clients, addressing their needs and concerns.
• Build and maintain strong, long-term relationships with clients.
• Conduct regular client meetings to review service performance and discuss improvement opportunities.

Technical Expertise

• Maintain a deep understanding of the company’s data backup solutions and technologies.
• Create and maintain customer documentation including High Level Design.
• Collaborate with technical teams to resolve complex client issues.
• Stay up-to-date with industry trends and advancements in data backup technologies.

Service Quality and Improvement

• Monitor service delivery performance metrics and implement improvement initiatives.
• Develop and implement service level agreements (SLAs) and key performance indicators (KPIs).
• Conduct root cause analysis for service delivery issues and implement corrective actions.

Project Management

• Manage multiple service delivery projects simultaneously.
• Develop project plans, allocate resources, and ensure project milestones are achieved.
• Report project status to senior management and clients.

Risk Management

• Identify and mitigate risks associated with service delivery.

Key Skills and Qualifications:
Experience:

• 3+ years of progressive experience in IT service delivery, program management, or enterprise client services.
• Strong background in the data backup, disaster recovery, or cloud data management industry (e.g., Rubrik, Veeam, Commvault, Cohesity).
• Proven success managing enterprise-scale clients with complex IT infrastructures.
• Demonstrated experience working with cross-functional teams across onshore/offshore or nearshore delivery models.
• Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field required.

Skills:

• Expertise in enterprise IT service delivery frameworks (ITIL, ISO 20000, or equivalent).
• Strong understanding of data protection, cloud backup, DRaaS, and compliance requirements (e.g., HIPAA, SOX, PCI-DSS).
• Excellent stakeholder management and executive-level communication skills (ability to engage CIO, CTO, CISO stakeholders).
• Financial acumen with the ability to manage multi-million-dollar service contract.
• Strong organizational, analytical, and problem-solving skills, with a customer-first mindset.
• Proficiency with U.S. enterprise collaboration and project management tools (e.g., ServiceNow, Jira, MS Project, Salesforce).

Certifications (Preferred but not required):

• ITIL Foundation or higher (Managing Professional or Strategic Leader).
• PMP or PRINCE2 for project management.
• Certified ScrumMaster (CSM) or SAFe for agile delivery environments.
• Backup vendor certifications e.g. Rubrik

What We Offer:

• Competitive salary and performance-based incentives.
• Comprehensive benefits package, including health, dental, and vision insurance.
• 401K program with company matching
• A dynamic, inclusive, and collaborative work environment.

Assured Data Protection we value diversity and inclusivity. We offer perks such, flex holidays, robust 401k plan, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.
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