Service Delivery Manager

About the role

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 $16 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 7,000 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 (SDM) is an individual contributor role that supports our Expert Support customers in SHI Services/Managed Services. The SDM is responsible for the day-to-day management of service delivery, routine customer business reviews, and ensuring a high level of satisfaction for their assigned customers. The SDM will work collaboratively with the Managed Services team to support Customer retention goals, provide a high-quality experience for Customers and internal stakeholders, and continue to evolve and improve our service practices.

Responsibilities

• Include, but not limited to:
• Oversee service delivery operations for assigned Customers, ensuring high-quality service and customer satisfaction through implementing and routinely refining policies, standards, and procedures
• Monitor ticket interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction
• Establish relationships with key customers and stakeholders and resolve customer escalations effectively and in a timely manner
• Collaborate with internal departments to exceed customer expectations, using feedback to enhance service delivery processes
• Lead renewal discussions with customers and manage the renewal process through completion
• Ensure continuous improvement through analysis, reviews, automation, competence building, and suggesting organizational changes
• Provide advanced investigation and resolution of incidents, identify trends, and review tickets prior to escalation to Microsoft and/or high-level internal resources
• May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships
• May assist in recruitment processes, maintaining documentation, and developing staff training plans to meet department goals
• Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements
• Behaviors and Competencies:
• Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
• Customer Service: Can identify customer needs, propose suitable solutions, and handle more complex customer interactions.
• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
• Time Management: Can generally use time effectively but may occasionally struggle with prioritizing tasks, meeting deadlines, or maintaining work-life balance.
• Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
• Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.
• Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
• Detail-Oriented: Can identify errors or inconsistencies in work and make necessary corrections.
• Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
• Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
• Negotiation: Can identify opportunities for compromise, propose solutions, and take action to influence outcomes without explicit instructions.
• Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.
• Consultative Sales: Can identify customer needs, propose suitable products or services, and take action to close sales without explicit instructions.
• Required Skills:
• Intermediate technical knowledge and exceptional interpersonal skills
• A demonstrated 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 n

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