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Service Delivery Manager

Remote: 
Full Remote
Salary: 
27 - 120K yearly
Experience: 
Mid-level (2-5 years)
Work from: 
United States

Offer summary

Qualifications:

Bachelor’s degree or equivalent experience., 2+ years in a Customer Support Role., 1+ years with incident and request management., Strong technical knowledge required..

Key responsabilities:

  • Conduct regular team meetings for progress.
  • Oversee service delivery operations for quality.
  • Establish relationships with clients and resolve complaints.
  • Collaborate with departments to improve service delivery.
SHI International Corp. logo
SHI International Corp. XLarge https://www.shi.com/
5001 - 10000 Employees
About SHI International Corp.
Think of SHI as your personal technology concierge. We connect your team with the IT solutions and services you need to support your organizational growth and employee experience. Whether you’re building a modern hybrid workplace, defending against an evolving threat landscape, making the cloud work harder for you, or searching for ways to optimize your software portfolio, our friendly 6,000-person team is ready to solve what’s next for your organization. Our in-house data center integration, device configuration, and deployment and license advisory services, plus our top-tier status with vendors and flexible financing make life simpler for IT decision makers. Execute your IT vision with stress-free, scalable solutions you – and your people – will love. SHI is proud to be the largest Minority/Woman Owned Business Enterprise (MWBE) in the United States.
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Job description

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.

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 $14 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.


Responsibilities

Include, but not limited to:

  • 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 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.
  • Assist in recruitment processes, maintain service catalog, and develop staff training plans to meet department goals.


Qualifications

  • 2+ years working in a Customer Support Role - preferably with a global organization.
  • Bachelor’s degree or equivalent knowledge and work experience.
  • 1+ years of experience working with incident and request management processes, including Service Level Agreements


Required Skills

  • Strong technical knowledge and interpersonal skills.
  • In-depth understanding of virtualization and cloud computing concepts
  • Excellent written, verbal, and visual presentation skills
  • Ability to work with key stakeholders 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


Certifications Required

One or more of the following certifications required:

  • Azure Fundamentals
  • MCSA: Cloud Platform
  • MCSA: Linux on Azure
  • MCSA: Data Engineering
  • MCSA: Azure Database Development
  • MCSE: Cloud Platform and Infrastructure
  • MCP
  • MCITP
  • MCSA Office 365


Unique Requirements

  • Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.


Additional Information

  • The estimated annual pay range for this position is $80,000 – $120,000. 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

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.
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