Bored at work - SDM in IT
Discussion
Dont know if anyone else feels this way but I work as an SDM (Service Delivery Manager) / CSM (Customer Success Manager) in IT for a company that manages cloud and on prem instances for customers,
The past year I have felt that I do not really add value in my current role, I don't really sell anything (This is the Account Manager) nor 'fix' things (This is the Technical manager for each account)
(It also does not help that we are losing customers to SAAS/ other vendors and not replacing them at the same rate, so my portfolio of clients (Once 30-strong) is shrinking.
My role is mostly dealing with escalations, hosting QBRs (Quarterly Business Reviews) and identifying service improvements both internally and externally.
I am not very technical (Though I have done a limited amount of 2nd line application support) and have recently done foundation courses in AWS/ Azure and OCI. I am working on DP-900 with Microsoft as well. These are all light-touch qualifications aimed at CSM/ Sales people.
I would like to move into some basic sales, perhaps even a technical role, however I am 40 and am unsure how much I could learn technically at this point to 'get me to where I need to be'
('Old dog/ new tricks')
I was thinking also of taking a sideways / downward step into something like administering cloud instances/ billing etc. Something that directly adds value without several years of technical development to become say a PS consultant.
Sorry I just needed to type this, but any thoughts would be most welcome.
The past year I have felt that I do not really add value in my current role, I don't really sell anything (This is the Account Manager) nor 'fix' things (This is the Technical manager for each account)
(It also does not help that we are losing customers to SAAS/ other vendors and not replacing them at the same rate, so my portfolio of clients (Once 30-strong) is shrinking.
My role is mostly dealing with escalations, hosting QBRs (Quarterly Business Reviews) and identifying service improvements both internally and externally.
I am not very technical (Though I have done a limited amount of 2nd line application support) and have recently done foundation courses in AWS/ Azure and OCI. I am working on DP-900 with Microsoft as well. These are all light-touch qualifications aimed at CSM/ Sales people.
I would like to move into some basic sales, perhaps even a technical role, however I am 40 and am unsure how much I could learn technically at this point to 'get me to where I need to be'
('Old dog/ new tricks')
I was thinking also of taking a sideways / downward step into something like administering cloud instances/ billing etc. Something that directly adds value without several years of technical development to become say a PS consultant.
Sorry I just needed to type this, but any thoughts would be most welcome.
I can't help with the technical side. But if its sales have you considered doing some udemy courses on psychology of selling, NLP and other courses that might equip you for demonstrating some CPD and willingness to learn about sales/human factors?
Knowing the product is one thing but equally having some good evidence of some CPD in that sort of thing may help if your looking to transition?
The challenge with technical people in sales roles is being able to translate benefits into plain speak (unless its b2b technical). So it might be a good parallel with your technical training?
They are relatively cheap on there and might just give you a bit of a rounded CV if you have to switch companies?
Knowing the product is one thing but equally having some good evidence of some CPD in that sort of thing may help if your looking to transition?
The challenge with technical people in sales roles is being able to translate benefits into plain speak (unless its b2b technical). So it might be a good parallel with your technical training?
They are relatively cheap on there and might just give you a bit of a rounded CV if you have to switch companies?
I worked in IT in various roles right up to European IT Directory for 35 years, and I reckon, if I was being harsh, that I wouldn't have been missed for at least 30 of those years.
I don't think that's purely IT though, I worked in the NHS on and off, and I recko probably 80% of the non medical roles are unnecessary
ETA: the point is many jobs, it's hard to find what value you are adding, so if you can, find something you'd like to do, then if you aren't adding value at least you're enjoying yourself
I don't think that's purely IT though, I worked in the NHS on and off, and I recko probably 80% of the non medical roles are unnecessary
ETA: the point is many jobs, it's hard to find what value you are adding, so if you can, find something you'd like to do, then if you aren't adding value at least you're enjoying yourself
Edited by sociopath on Wednesday 19th May 15:48
Or you could find some ambition; there is nothing like doing it for yourself.
There are countless opportunities in the tech world. You must see opportunities in your current job ? You must see clients that have exciting businesses ?
Genuinely unique business ideas are very rare indeed. Most new businesses are a variation on a theme even if they claim to be revolutionary. After all the buzzword for the last 10 years has been "disrupting". i.e. bringing new tech to an existing business model. (The reality however is that the "disrupter" actually grows the business at a loss because he has a chunk of venture capital to burn.)
You dont even need to leave your job until your new business can wipe its own arse. Get your thinking cap on, look at what your customers are doing, ask your friends and relatives. Open up to the possibilities. It can be a side hustle to start.
What's the worst thing that can happen ?
There are countless opportunities in the tech world. You must see opportunities in your current job ? You must see clients that have exciting businesses ?
Genuinely unique business ideas are very rare indeed. Most new businesses are a variation on a theme even if they claim to be revolutionary. After all the buzzword for the last 10 years has been "disrupting". i.e. bringing new tech to an existing business model. (The reality however is that the "disrupter" actually grows the business at a loss because he has a chunk of venture capital to burn.)
You dont even need to leave your job until your new business can wipe its own arse. Get your thinking cap on, look at what your customers are doing, ask your friends and relatives. Open up to the possibilities. It can be a side hustle to start.
What's the worst thing that can happen ?
I did SDMing for a number of years, with similar skills to yours, and I think it's a job in decline.
10/20 years ago the SDM on a contract, especially for one of the big Outsourcers, was god but latterly it seemed my only role was to go to customer meetings to get a kicking for the poor performance of people I didn't have any control over.
The rise of cloud computing and insourcing is killing it as a job because MSPs over promise, under deliver and are all in a race for the bottom.
If you are responsible for most of the ITIL functions like Change Management etc (I'm forgetting them myself now) then you can add value otherwise...
I got out into Information Security management but that's not for everybody.
If you're an ITIL expert I'd think you could get another job that might be more satisfying. Contracting would give you variety. An alternative would be some some of consultancy setting up Service Now or whatever but I don't know how to get into that.
I wanted to be a poacher turned gamekeeper and go into a company to manage the contract with the MSP but that didn't happen.
10/20 years ago the SDM on a contract, especially for one of the big Outsourcers, was god but latterly it seemed my only role was to go to customer meetings to get a kicking for the poor performance of people I didn't have any control over.
The rise of cloud computing and insourcing is killing it as a job because MSPs over promise, under deliver and are all in a race for the bottom.
If you are responsible for most of the ITIL functions like Change Management etc (I'm forgetting them myself now) then you can add value otherwise...
I got out into Information Security management but that's not for everybody.
If you're an ITIL expert I'd think you could get another job that might be more satisfying. Contracting would give you variety. An alternative would be some some of consultancy setting up Service Now or whatever but I don't know how to get into that.
I wanted to be a poacher turned gamekeeper and go into a company to manage the contract with the MSP but that didn't happen.
I don’t see how the bloke who manages escalations can consider himself to be not adding value. You’re dealing with customers that are in the s
t, and it is your job to marshal the resources to fix their problems.
Next time you’re dealing with some customer who is tearing their hair out, just ask if they have any opportunities. You presumably understand this business, you’re probably pretty good at managing the issues around a service. These skills are generally in demand.
t, and it is your job to marshal the resources to fix their problems. Next time you’re dealing with some customer who is tearing their hair out, just ask if they have any opportunities. You presumably understand this business, you’re probably pretty good at managing the issues around a service. These skills are generally in demand.
Hi
I have assisted various people in your position, if you want a chat, just PM me, I am an internal recruiter and have worked at places such as Salesforce and Adobe running EMEA hiring across the customer success and consulting orgs amongst others.
Happy to try and help bring some clarity to your thoughts..
Dibs
I have assisted various people in your position, if you want a chat, just PM me, I am an internal recruiter and have worked at places such as Salesforce and Adobe running EMEA hiring across the customer success and consulting orgs amongst others.
Happy to try and help bring some clarity to your thoughts..
Dibs
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