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Service Delivery Manager - Remote Eligible

Coordinate onsite escalations and manage vendor communications to ensure customer satisfaction
Remote
Mid-Level
$60,000 – 70,000 USD / year
yesterday
SHI

SHI

A global provider of technology products and services, offering solutions for corporate, enterprise, government, and educational customers.

Msp Service Delivery Manager

The MSP Service Delivery Manager is a critical coordination role within the MSP Service Delivery team. The primary responsibility of this role is to plan and manage onsite escalations, track budget, review deliverables for quality and adherence to scope on Field Services projects. A second responsibility of the SDM is to open tickets to third-party vendors and facilitate and monitor communications between customers, vendors, and the assigned SDM on the account, ensuring complex issues are addressed and resolved in a satisfactory manner. This role requires strong attention to detail, IT project coordination experience, and communication skills. Familiarity with the Microsoft product lines, the ability to coordinate multiple parties, and a commitment to delivering exceptional service to internal and external stakeholders are key to success in this position.

Responsibilities include, but are not limited to:

  • Act as a liaison between customers, vendors, and internal teams to ensure efficient and effective communication, ticket resolution, project coordination, and timely SOW renewals.
  • Coordinate and schedule calls/meetings between customers and other stakeholders to address complex service issues, including scope expectations, contingency planning, ticket resolution, and renewal discussions.
  • Proactively monitor interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.
  • Document all communication, billing issues, and follow-ups in SHI’s ticketing and project management system.
  • Track, analyze, and report on vendor performance, project milestones, deliverables, and customer satisfaction.
  • Review and approve field dispatch work order and payment to technicians upon task and project completion.
  • Conduct regular project status calls with the Customer.
  • Identify and escalate recurring issues to the appropriate internal teams for process improvement.
  • Work closely with the MSP Service Delivery team to develop strategies for improving vendor relations and customer service.
  • Maintain an in-depth understanding of each vendor's capabilities, specialties, and limitations, with a strong focus on Microsoft.
  • Facilitate the onboarding of new vendor support for Customers and maintain updated vendor escalation information in SHI systems.
  • Provide administrative support as needed, including preparing reports and presentations for stakeholder reviews and preparing and monitoring SOW renewal paperwork.
  • Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.

Behaviors and competencies include teamwork, customer service, organization, time management, communication, analytical thinking, problem-solving, detail-oriented, presenting, self-motivation, negotiation, initiative, and consultative sales.

Skill level requirements include one or more years of validated successful professional experience in an IT project coordination or IT customer service role, preferably within a Managed Services Provider (MSP) or related technology services environment. Exceptional verbal and written communication skills, proven organizational, problem-solving, and time-management skills, proven track record of success using PSA software such as AutoTask and MS Office Suite, demonstrated experience with IT project coordination, IT ticket management, and IT ticket resolution, a high-level understanding of Microsoft product lines, the ability to correctly identify technologies involved in Customer tickets and issues, proven ability to work independently and effectively in a fast-paced, multi-tasking environment, proven analytical and escalation management abilities, strong attention to detail and commitment to excellence, a proven team player who can demonstrate successful collaboration with various departments and external stakeholders, proactive and self-motivated with a strong record of personal accountability, and ability to maintain confidentiality and exercise discretion.

Preferred qualifications include Microsoft MS-900 certification, vendor management experience, ITIL v5 Foundations or higher, A+ and/or Microsoft Certified Professional (MCP), PMP or other relevant project management or project coordination certifications, and experience managing external project resources.

The estimated on-target earnings (OTE), which includes a base salary and bonus/commissions, are $60,000 - $70,000. 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

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Service Delivery Manager - Remote Eligible
Remote
$60,000 – 70,000 USD / year
Support
About SHI
A global provider of technology products and services, offering solutions for corporate, enterprise, government, and educational customers.