Service Delivery Manager

Job Posting

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 $15 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 6,000 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 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 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, deliverable, 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 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

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.

Skill Level Requirements

1 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 with colleagues and external stakeholders.

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, with 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.

Ability to maintain confidentiality and exercise discretion.

Preferred Qualifications

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

Experience managing external project resources

The estimated on-target earnings, or 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.