SHI International
Service Delivery Manager
US - Remote
Sponsorship not specified$70k-$90kDetected 26 days ago
AzureNegotiationPerformance ManagementCustomer SupportLeadershipCommunicationProblem SolvingCritical ThinkingTime ManagementPublic SpeakingOrganizational Skills
About the role
- 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.
Responsibilities
- Collaborate with internal departments to exceed customer expectations, using feedback to enhance service delivery processes
- Ensure continuous improvement through analysis, reviews, automation, competence building, and suggesting organizational changes
- May assist in recruitment processes, maintaining documentation, and developing staff training plans to meet department goals
Requirements
- 1+ years of experience delivering 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
- 2+ year(s) experience within SHI, with consistent positive performance reviews
Skills
- Intermediate technical knowledge and exceptional interpersonal skills
- A demonstrated strong understanding of Microsoft Services core concepts
- Exceptional written, verbal, and visual presentation skills
- 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
Compensation
- This travel will primarily be for annual all-hands office events/meetings
Benefits
- may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Company info
- 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.
- 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:
- 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.
- Oversee service delivery operations for assigned Customers, ensuring high-quality service and customer satisfaction through implementing and routinely refining policies, standards, and procedures
- Establish relationships with key customers and stakeholders and resolve customer escalations effectively and in a timely manner
Equal opportunity
- Equal Employment Opportunity - M/F/Disability/Protected Veteran Status
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This listing is sourced directly from SHI International's careers page and normalized into a canonical job model.