Service Delivery Manager

🕒 June 30

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

SHI International Corp.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

📦 Logistics

🏭 Manufacturing

Consulting • Logistics • Manufacturing

SHI International Corp. is a leading IT solutions provider that offers a comprehensive range of hardware and software products, alongside expert services for businesses of all sizes. With over 35 years of experience, SHI specializes in software licensing, cloud transformations, cybersecurity enhancements, and IT asset management, serving both commercial and public sector markets. The company partners with a vast network of major technology brands to deliver tailored solutions that meet specific technological needs.

📋 Description

• 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

🎯 Requirements

• 2+ years working in a direct Customer support role - preferably in a global organization • 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 • Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required

🏖️ Benefits

• Health, wellness, and financial benefits to offer peace of mind to you and your family • Continuous professional growth and leadership opportunities • World-class facilities and the technology you need to thrive