**Job Summary** The Service Delivery Managersupports our Managed Services Expert Support customers. The Service Delivery Manager isresponsible 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. **About Us** 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. **Responsibilities** 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. **Qualifications** + 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 **Required Skills** + 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 **Certifications Required** 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 **Unique Requirements** + Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office. **Additional Information** + The estimated annual pay range for this position is $80,000 – $110,000. 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 Refer a friend to this job (https://careers-shi.icims.com/jobs/18723/service-delivery-manager/job?mode=apply&apply=yes&in\_iframe=1&hashed=-336032949) **Need help finding the right job?** We can recommend jobs specifically for you! **Job Locations** _US-Remote_ **Requisition ID** _2024-18723_ **Approved Min (Total Target Comp)** _USD $80,000.00/Yr._ **Approved Max (Total Target Comp)** _USD $120,000.00/Yr._ **Compensation Structure** _Base Plus Bonus_ **Category** _Technical Presales/Post Sales_