Job Information
SHI ASG MSP Service Delivery Manager in Concord, New Hampshire
Job Summary
The ASG MSP 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.
This position is a remote position withaHomeOffice setup asdeterminedby SHI management.
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
May 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.
May 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 must be obtained within the first 6 month of employment:
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 gatherings
Additional Information
The estimated annual pay range for this position is $70,000 - $120,000 which includes a base salary and bonus. 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
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Job Locations US-Remote
Requisition ID 2024-17636
Approved Min (Total Target Comp) USD $70,000.00/Yr.
Approved Max (Total Target Comp) USD $120,000.00/Yr.
Compensation Structure Base Plus Bonus
Category Inside/Outside Sales
SHI
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