Service Delivery Manager

Benefits

• 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.

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.

• 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.

• 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.

• 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…