Job Description

About Us Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $15 billion global provider of IT solutions and services. Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy: Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S. Continuous professional growth and leadership opportunities. Health, wellness, and financial benefits to offer peace of mind to you and your family. World-class facilities and the technology you need to thrive – in our offices or yours. Job Summary The Service Delivery Manager supports our Managed Services Expert Support customers. The Service Delivery Manager is responsible for the day-to-day management of customer service delivery and ensuring a high level of customer satisfaction. They will provide the team with the support needed to work efficiently, meet their deadlines, and provide quality service. Responsibilities Include, but not limited to: May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships. Oversee service delivery operations, ensuring high-quality service and customer satisfaction through implementing and improving policies, standards, and procedures. Establish relationships with key clients and stakeholders, and resolve client complaints effectively and timely. Collaborate with internal departments to meet or exceed customer expectations, using feedback to enhance service delivery processes. Ensure continuous improvement through analysis, reviews, automation, competence building, and organizational changes. Provide advanced investigation and resolution of incidents, identify trends, and review tickets prior to escalation. May assist in recruitment processes, maintaining the service catalog, and developing staff training plans to meet department goals. Lead renewal discussions with customers and manage the renewal process through completion. External Qualifications 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services. Bachelor’s degree or equivalent knowledge and work experience. 2+ years of experience working with incident and request management processes, including Service Level Agreements Demonstrated experience in creating and delivering business reviews and presentations for customers, including analysis of key performance metrics, identification of growth opportunities, and clear communication of value propositions. Internal Qualifications 2+ year(s) experience within SHI, with positive performance 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services. Bachelor’s degree or equivalent knowledge and work experience. 2+ years of experience working with incident and request management processes, including Service Level Agreements Demonstrated experience in creating and delivering business reviews and presentations for customers, including analysis of key performance metrics, identification of growth opportunities, and clear communication of value propositions. Required Skills Intermediate technical knowledge and exceptional interpersonal skills. Strong understanding of Microsoft Services core concepts Exceptional written, verbal, and visual presentation skills Ability to work with key stakeholders and executives across the business and seamlessly deliver results A linear, logical thinking style with the ability to break down and solve difficult problems Ability to give and receive constructive criticism Excellent organizational skills and project/time management abilities Demonstrated ability to navigate challenging customer interactions with professionalism and empathy Certifications Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required. Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred. Unique Requirements Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office. The base salary for this position is $80,000 - $90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are $90,000 - $110,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending. Equal Employment Opportunity – M/F/Disability/Protected Veteran Status #J-18808-Ljbffr SHI

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