Sr. Service Delivery Manager

SHI International Corp.

1d•$100,000 - $115,000

About The Position

The Senior Service Delivery Manager (Sr. SDM) is an individual contributor role that supports our Expert Support customers in SHI Services/Managed Services. The Sr. SDM is responsible for the day-to-day management of service delivery, routine customer business reviews, and ensuring a high level of satisfaction for their assigned customers. The Sr. SDM is recognized as a leader within the team, participates in hiring, training, and developing staff, and will provide the team with the support needed to work efficiently, meet their deadlines, and provide quality service. The Sr. SDM will work collaboratively across the Managed Services team to support Customer retention goals.

Requirements

3+ years working in a direct Customer support role - preferably in a global organization.
3+ years of experience delivering Microsoft services.
Bachelor’s degree or equivalent knowledge and work experience.
3+ years of experience working with incident and request management processes, including Service Level Agreements.
Demonstrated expertise in creating and delivering business reviews and presentations for customers, including analysis of key performance metrics, identification of growth opportunities, and clear communication of value propositions.
Ability to travel for all-hands office meetings or events.
Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
Advanced technical knowledge and exceptional interpersonal skills.
Advanced understanding of Microsoft Services core concepts.
Advanced written, verbal, and visual presentation skills.
Proven ability to work with key stakeholders and executives across the business and seamlessly deliver results.
A linear, logical thinking style with the ability to break down and solve difficult problems.
Expert ability to give and receive constructive criticism.
Expert organizational skills and project/time management abilities.
Demonstrated ability to navigate challenging customer interactions with professionalism and empathy.
Demonstrated team mentorship success.

Nice To Haves

Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.

Responsibilities

Oversee service delivery operations for assigned Customers, ensuring high-quality service and customer satisfaction through implementing and routinely refining policies, standards, and procedures.
Monitor ticket interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.
Establish relationships with key customers and stakeholders and resolve customer escalations effectively and in a timely manner.
Collaborate with internal departments to exceed customer expectations, using feedback to enhance service delivery processes.
Lead renewal discussions with customers and manage the renewal process through completion.
Ensure continuous improvement through analysis, reviews, automation, competence building, and suggesting organizational changes.
Provide advanced investigation and resolution of incidents, identify trends, and review tickets prior to escalation to Microsoft and/or high-level internal resources.
Will conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
Will assist in recruitment processes, maintaining documentation, and developing staff training plans to meet department goals.
Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.