Service Delivery Manager

SHI International Corp.

89d • $60,000 - $70,000

About The Position

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.

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.

Nice To Haves

• 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

Responsibilities

• 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.

Benefits

• Medical
• Vision
• Dental
• 401K
• Flexible spending

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees