United States onlyAbout 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 $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 Senior Service Delivery Manager (Sr. SDM) is an individual contributor role that supports our Expert Support customers in SHI Services/Managed Services. The Sr. 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 Sr. SDM is recognized as a leader within the team, participates in hiring, training, and developing staff, and will provide the team with the support needed to work efficiently, meet their deadlines, and provide quality service. The Sr. SDM will work collaboratively across the Managed Services team to support Customer retention goals.Role Description
Operating with high autonomy, motivation, and efficiency.
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.
Will conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
Will 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 lead a team effectively, facilitating cooperation, sharing information, and ensuring that all team members are able to contribute to their full potential.
Customer Service: Can proactively seek out customer feedback, empathize with customers, and tailor solutions to their unique needs.
Organization: Can effectively coordinate multiple projects, delegate tasks where appropriate, and employ advanced organizational tools and methods.
Time Management: Can consistently use time effectively, balance multiple tasks, and meet deadlines.
Communication: Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others.
Analytical Thinking: Can synthesize complex data, identify patterns, draw insights, and present findings clearly and understandably.
Problem-Solving: Can proactively identify potential problems, initiate preventive measures, and propose and contribute to innovative solutions.
Detail-Oriented: Can manage complex tasks or projects, identifying errors or inconsistencies, and ensuring all details are addressed, necessary corrections are made, and quality is maintained.
Presenting: Can design and deliver engaging presentations, adapting the content and style to suit the audience, context, and medium.
Self-Motivation: Can proactively seek out challenges, initiate self-development projects, and contribute to personal or professional innovative ideas.
Negotiation: Can proactively seek out negotiation opportunities, initiate discussions, and contribute to conflict resolution.
Initiative: Can proactively seek out challenges, initiate projects, and contribute to innovative ideas.
Consultative Sales: Can proactively seek out potential customers, initiate sales conversations, and contribute innovative ideas to improve the sales process.
Skill Level Requirements
Advanced technical knowledge and exceptional interpersonal skills.
Advanced understanding of Microsoft Services core concepts.
Advanced written, verbal, and visual presentation skills.
Proven 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.
Expert ability to give and receive constructive criticism.
Expert organizational skills and project/time management abilities.
Demonstrated ability to navigate challenging customer interactions with professionalism and empathy.
Demonstrated team mentorship success.
Other Requirements
3+ years working in a direct Customer support role - preferably in a global organization.
3+ years of experience delivering Microsoft services.
Bachelor’s degree or equivalent knowledge and work experience.
3+ years of experience working with incident and request management processes, including Service Level Agreements.
Demonstrated expertise 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.
Ability to travel for all-hands office meetings or events.
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.
The estimated annual pay range for this position is $100,000 - $115,000 which includes a base salary and bonus. 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
