Service Delivery Manager

** 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 $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…