Service Delivery Manager

The Service Delivery Manager supports our Managed Services Expert Support customers. The Service Delivery Manager is responsible for the day-to-day management of customer service delivery and ensuring a high level of customer satisfaction. They will provide the team with the support needed to work efficiently, meet their deadlines, and provide quality service.

This position is required to report to the SHI Austin TX office location as determined by SHI management. 

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 $14 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. 

Include, but not limited to:

• Conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
• Oversee service delivery operations, ensuring high-quality service and customer satisfaction through implementing policies, standards, and procedures.
• Establish relationships with key clients and stakeholders, and resolve client complaints effectively and timely.
• Collaborate with internal departments to meet or exceed customer expectations, using feedback to enhance service delivery processes.
• Ensure continuous improvement through analysis, reviews, automation, competence building, and organizational changes.
• Provide advanced investigation and resolution of incidents, identify trends, and review tickets prior to escalation.
• Assist in recruitment processes, maintain service catalog, and develop staff training plans to meet department goals.

• 2+ years working in a Customer Support Role - preferably with a global organization.
• Bachelor’s degree or equivalent knowledge and work experience.
• 1+ years of experience working with incident and request management processes, including Service Level Agreements

• Strong technical knowledge and interpersonal skills.
• In-depth understanding of virtualization and cloud computing concepts
• Excellent written, verbal, and visual presentation skills
• Ability to work with key stakeholders across the business and seamlessly deliver results
• A linear, logical thinking style with the ability to break down and solve difficult problems
• Ability to give and receive constructive criticism
• Excellent organizational skills and project/time management abilities

One or more of the following certifications required:

• Azure Fundamentals
• MCSA: Cloud Platform
• MCSA: Linux on Azure
• MCSA: Data Engineering
• MCSA: Azure Database Development
• MCSE: Cloud Platform and Infrastructure
• MCP
• MCITP
• MCSA Office 365

• Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.

• The estimated annual pay range for this position is $80,000 – $120,000. 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