Service Delivery Manager

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Lebenslauf hochladen

SHI International Corp.

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5001 - 10000 Mitarbeiter

💼 Beratung

📦 Logistik

🏭 Fertigung

Consulting • Logistics • Manufacturing

Betrachten Sie SHI als Ihren persönlichen Technologie-Concièrge. Wir verbinden Ihr Team mit den IT-Lösungen und -Dienstleistungen, die Sie benötigen, um das Wachstum Ihrer Organisation und die Mitarbeitererfahrung zu unterstützen.

Beschreibung

• 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

🎯 Anforderungen

• 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

🏖️ Vorteile

• 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