9,793 IT Service Delivery jobs in the United States
Service Delivery Manager
99811 Juneau, Alaska
SHI
Posted today
Job Viewed
Job Description
**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 $15 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.**
**Job Summary**
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.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving 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 servicedelivery 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, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ 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
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 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
**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 $15 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.**
**Job Summary**
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.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving 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 servicedelivery 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, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ 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
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 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
View Now
0
Service Delivery Manager
62762 Springfield, Illinois
SHI
Posted today
Job Viewed
Job Description
**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 $15 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.**
**Job Summary**
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.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving 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 servicedelivery 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, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ 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
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 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
**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 $15 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.**
**Job Summary**
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.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving 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 servicedelivery 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, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ 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
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 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
View Now
1
Service Delivery Manager
60505 Aurora, Illinois
CyrusOne
Posted today
Job Viewed
Job Description
We're looking for a Service Delivery Manager to join our team! This role oversees service delivery operations across multiple sites or large campuses in key growth markets, ensuring exceptional customer access and satisfaction. Responsibilities include driving service quality, resolving technical and operational issues, and managing team performance.
The Service Delivery Manager serves as the primary point of contact and support for clients, managing all communications. This role is responsible for resolving client issues, logging and managing incidents, and overseeing changes. This position demands strong management experience, a high level of professionalism, and a solid work ethic, while also acting as a mentor and leader within the team.
**Responsibilities** :
+ Lead and optimize team performance, recommending process improvements to enhance service quality and customer satisfaction
+ Provide technical guidance, develop procedures, and source tools to support efficient service delivery operations
+ Monitor programs and procedures to ensure on-time delivery, customer satisfaction and consistency; proactively address risks and escalate issues as needed
+ Maintain 24/7 service coverage with appropriate staffing levels at all times
+ Investigate and resolve customer concerns about service, timeliness or quality
+ Oversee training, development, and performance monitoring of the service delivery team
+ Ensure secure, accurate and efficient shipping and receiving operations
+ Support customer implementation tasks, including tape rotations, network installs/troubleshooting, cage builds, and logistics
+ Ensure team knowledge of and compliance to OSHA / safety standards
+ Manage operational costs to maximize profitability of service delivery offerings
+ Maintain clear, professional client communication and ensure effective shift handoffs
+ Oversee supply management to ensure timely availability
+ Keep service delivery procedures, MOPs, and SOPs up to date
+ Build and audit circuits in online database network management tool and assist in special projects as required
+ Set SMART goals with team members for annual reviews
+ Handle weekly payroll cycles and hourly labor tracking for direct reports
**Qualifications** **:**
+ 6+ years in customer service within a data center environment and/or 10+ years in technical roles in customer-focused organizations
+ Proven vendor management experience
+ Team leadership experience, including managing non localized teams of 5+ Skilled in troubleshooting, documenting procedures, training staff, and collaborating across all organizational levels
+ Experience managing multiple projects and shifting workloads in a fast-paced environment
+ Strong customer service mindset with a positive, solutions-driven attitude
+ Strong ability to consult customers on new implementation stages within their environment
+ Excellent communication, problem-solving, and decision-making skills
+ Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, SharePoint); knowledge of Visio and AutoCAD is a plus
+ Ability to manage multiple sites within driving distance of each other on a same day travel basis
+ Flexible availability, including extended onsite hours during emergencies
**Education** :
+ Minimum requirement of High-School diploma or GED equivalent. College degree preferred but will consider applicants with equivalent work-related experience.
**Work Environment:**
+ Work Schedule: Monday - Friday, with flexible availability for emergencies and critical issues
+ Physical Demands: The position involves significant physical activity, including standing for extended periods, lifting up to 50 pounds, and frequent bending and climbing ladders
CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.
Welcome to the CyrusOne Career Portal! A great opportunity awaits you so don't delay, apply today!
CyrusOne is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.
If you need special assistance or an accommodation while seeking employment, please email or call: . We will make a determination on your request for reasonable accommodation on a case-by-case basis.
CyrusOne is proud to be recognized as a Top Work Place by USA Today. Celebrated for our company culture, CyrusOne stands out for its commitment to core values such as community, agility, respect, an enjoyable workplace, ethics, and exceptional service. This accolade reflects CyrusOne's dedication to creating an engaging, respectful, and growth-oriented environment, underpinned by integrity, which not only enhances customer satisfaction but also contributes to the company's overall success.
CyrusOne is a leading global data center developer and operator specializing in delivering state-of-the-art digital infrastructure solutions. With more than 50 high-performance mission-critical facilities worldwide, the Company ensures the continued operation of digital infrastructure for nearly 1,000 customers, including approximately 200 Fortune 1000 companies.
CyrusOne's leading global platform of hybrid-cloud and multi-cloud deployments offers customers colocation, hyperscale, and build-to-suit environments, which help enhance the strategic connections of their essential data infrastructures and support the achievement of sustainability goals. CyrusOne data centers offer world-class flexibility, enabling clients to modernize, simplify, and rapidly respond to changing demands. Combining exceptional financial strength, a broad global footprint, and continued investment in key digital gateway markets, CyrusOne provides the world's largest companies with long-term stability and strategic advantage at scale. For more information, please visit cyrusone.com ( .
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
The law requires CyrusOne to post a notice describing the Federal laws prohibiting job discrimination. For information regarding your legal rights and protections, please click on the following link: Know Your Rights ( will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. Please see the Pay Transparency Nondiscrimination Provision ( for more information.
As a Federal Contractor, CyrusOne is required to participate in the E-Verify Program to confirm eligibility to work in the United States. For information please click on the following link: E-Verify. (
The Service Delivery Manager serves as the primary point of contact and support for clients, managing all communications. This role is responsible for resolving client issues, logging and managing incidents, and overseeing changes. This position demands strong management experience, a high level of professionalism, and a solid work ethic, while also acting as a mentor and leader within the team.
**Responsibilities** :
+ Lead and optimize team performance, recommending process improvements to enhance service quality and customer satisfaction
+ Provide technical guidance, develop procedures, and source tools to support efficient service delivery operations
+ Monitor programs and procedures to ensure on-time delivery, customer satisfaction and consistency; proactively address risks and escalate issues as needed
+ Maintain 24/7 service coverage with appropriate staffing levels at all times
+ Investigate and resolve customer concerns about service, timeliness or quality
+ Oversee training, development, and performance monitoring of the service delivery team
+ Ensure secure, accurate and efficient shipping and receiving operations
+ Support customer implementation tasks, including tape rotations, network installs/troubleshooting, cage builds, and logistics
+ Ensure team knowledge of and compliance to OSHA / safety standards
+ Manage operational costs to maximize profitability of service delivery offerings
+ Maintain clear, professional client communication and ensure effective shift handoffs
+ Oversee supply management to ensure timely availability
+ Keep service delivery procedures, MOPs, and SOPs up to date
+ Build and audit circuits in online database network management tool and assist in special projects as required
+ Set SMART goals with team members for annual reviews
+ Handle weekly payroll cycles and hourly labor tracking for direct reports
**Qualifications** **:**
+ 6+ years in customer service within a data center environment and/or 10+ years in technical roles in customer-focused organizations
+ Proven vendor management experience
+ Team leadership experience, including managing non localized teams of 5+ Skilled in troubleshooting, documenting procedures, training staff, and collaborating across all organizational levels
+ Experience managing multiple projects and shifting workloads in a fast-paced environment
+ Strong customer service mindset with a positive, solutions-driven attitude
+ Strong ability to consult customers on new implementation stages within their environment
+ Excellent communication, problem-solving, and decision-making skills
+ Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, SharePoint); knowledge of Visio and AutoCAD is a plus
+ Ability to manage multiple sites within driving distance of each other on a same day travel basis
+ Flexible availability, including extended onsite hours during emergencies
**Education** :
+ Minimum requirement of High-School diploma or GED equivalent. College degree preferred but will consider applicants with equivalent work-related experience.
**Work Environment:**
+ Work Schedule: Monday - Friday, with flexible availability for emergencies and critical issues
+ Physical Demands: The position involves significant physical activity, including standing for extended periods, lifting up to 50 pounds, and frequent bending and climbing ladders
CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.
Welcome to the CyrusOne Career Portal! A great opportunity awaits you so don't delay, apply today!
CyrusOne is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.
If you need special assistance or an accommodation while seeking employment, please email or call: . We will make a determination on your request for reasonable accommodation on a case-by-case basis.
CyrusOne is proud to be recognized as a Top Work Place by USA Today. Celebrated for our company culture, CyrusOne stands out for its commitment to core values such as community, agility, respect, an enjoyable workplace, ethics, and exceptional service. This accolade reflects CyrusOne's dedication to creating an engaging, respectful, and growth-oriented environment, underpinned by integrity, which not only enhances customer satisfaction but also contributes to the company's overall success.
CyrusOne is a leading global data center developer and operator specializing in delivering state-of-the-art digital infrastructure solutions. With more than 50 high-performance mission-critical facilities worldwide, the Company ensures the continued operation of digital infrastructure for nearly 1,000 customers, including approximately 200 Fortune 1000 companies.
CyrusOne's leading global platform of hybrid-cloud and multi-cloud deployments offers customers colocation, hyperscale, and build-to-suit environments, which help enhance the strategic connections of their essential data infrastructures and support the achievement of sustainability goals. CyrusOne data centers offer world-class flexibility, enabling clients to modernize, simplify, and rapidly respond to changing demands. Combining exceptional financial strength, a broad global footprint, and continued investment in key digital gateway markets, CyrusOne provides the world's largest companies with long-term stability and strategic advantage at scale. For more information, please visit cyrusone.com ( .
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
The law requires CyrusOne to post a notice describing the Federal laws prohibiting job discrimination. For information regarding your legal rights and protections, please click on the following link: Know Your Rights ( will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. Please see the Pay Transparency Nondiscrimination Provision ( for more information.
As a Federal Contractor, CyrusOne is required to participate in the E-Verify Program to confirm eligibility to work in the United States. For information please click on the following link: E-Verify. (
View Now
2
Service Delivery Manager
80238 Denver, Colorado
SHI
Posted today
Job Viewed
Job Description
**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 $15 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.**
**Job Summary**
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.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving 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 servicedelivery 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, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ 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
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 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
**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 $15 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.**
**Job Summary**
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.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving 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 servicedelivery 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, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ 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
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 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
View Now
3
Service Delivery Manager
96823 Honolulu, Hawaii
SHI
Posted today
Job Viewed
Job Description
**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 $15 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.**
**Job Summary**
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.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving 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 servicedelivery 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, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ 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
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 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
**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 $15 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.**
**Job Summary**
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.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving 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 servicedelivery 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, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ 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
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 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
View Now
4
Service Delivery Manager
19904 Rising Sun, Maryland
SHI
Posted today
Job Viewed
Job Description
**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 $15 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.**
**Job Summary**
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.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving 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 servicedelivery 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, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ 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
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 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
**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 $15 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.**
**Job Summary**
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.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving 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 servicedelivery 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, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ 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
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 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
View Now
5
Service Delivery Manager
06132 Hartford, Connecticut
SHI
Posted today
Job Viewed
Job Description
**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 $15 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.**
**Job Summary**
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.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving 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 servicedelivery 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, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ 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
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 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
**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 $15 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.**
**Job Summary**
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.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving 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 servicedelivery 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, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ 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
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 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
View Now
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6
Service Delivery Manager
32395 Tallahassee, Florida
SHI
Posted today
Job Viewed
Job Description
**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 $15 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.**
**Job Summary**
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.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving 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 servicedelivery 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, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ 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
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 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
**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 $15 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.**
**Job Summary**
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.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving 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 servicedelivery 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, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ 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
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 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
View Now
7
Service Delivery Manager
32065 Orange Park, Florida
Safety-Kleen
Posted today
Job Viewed
Job Description
Safety-Kleen in **Orange Park, FL** is seeking a Driver Operations Manager (Service Delivery Manager) manage the daily completion of routes by motivating and directing team members; as well as ensuring a high level of customer satisfaction. This role does this while still having a strong operational adherence to all DOT, EPA, State and Local Regulations and Safety-Kleen Policies and Procedures.
Safety-Kleen, a subsidiary of Clean Harbors is the leading provider of environmental, energy and industrial services throughout the United States, Canada, Mexico and Puerto Rico. Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. We are solving tough problems through innovation and proven methodology - come be part of the solution with us.
**Why work for Clean Harbors?**
+ Health and Safety is our #1 priority and we live it 3-6-5!
+ Focus on maintaining sustainability and cleaning the Earth
+ Recruiting Pay range
+ Comprehensive health benefits coverage after 30 days of full-time employment including 401K with Company match
+ Own part of the company with our Employee Stock Purchase Plan
+ Opportunities for growth and development for all the stages of your career
+ Company paid training and tuition reimbursement
+ Ensure Health and Safety is the number one priority by complying with all safe work practices, policies, and processes and always acting in a safe manner
+ Train, develop, and manage sales and service route drivers
+ Manage flow of service requests to ensure customers are serviced in a timely and efficient manner
+ Conduct End-of-day Check-In / Morning Check-Out process with drivers to ensure daily expectations are met and employees are prepared for the day
+ Fulfill duties of route driver when s/he is absent
+ Provide field coaching and sales training to route drivers
+ Meet with customers periodically to discuss needs
+ Increase sales portfolio by identifying opportunities
+ Schedule services to prevent and resolve route issues and complaints
+ Ensure completion and organization of all mandated paperwork and files.
+ Follow all local, state (provincial) and federal compliance regulations and rules
+ Safely operate vehicles in accordance with U.S. DOT, local, state (provincial) and federal requirements
+ Safely observe all corporate operating guidelines and procedures
+ Observe all company environmental health and safety operating guidelines
+ Perform other duties as assigned
+ Class B CDL
+ Obtain Hazmat and Tanker endorsements within 90 days of employment
+ Leadership experience
+ Intermediate computer skills
+ Excellent customer service skills
+ Excellent organization and attention to detail
+ Perform physical functions per job requirements
+ Successfully complete a background check, drug test, and physical, by position
**Preferred Qualifications:**
+ Previous route driver experience
+ Previous dispatch/logistics experience
Clean Harbors is an equal opportunity employer.
Clean Harbors is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact or 1- .
Clean Harbors is a Military & Veteran friendly company.
*SK
Safety-Kleen, a subsidiary of Clean Harbors is the leading provider of environmental, energy and industrial services throughout the United States, Canada, Mexico and Puerto Rico. Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. We are solving tough problems through innovation and proven methodology - come be part of the solution with us.
**Why work for Clean Harbors?**
+ Health and Safety is our #1 priority and we live it 3-6-5!
+ Focus on maintaining sustainability and cleaning the Earth
+ Recruiting Pay range
+ Comprehensive health benefits coverage after 30 days of full-time employment including 401K with Company match
+ Own part of the company with our Employee Stock Purchase Plan
+ Opportunities for growth and development for all the stages of your career
+ Company paid training and tuition reimbursement
+ Ensure Health and Safety is the number one priority by complying with all safe work practices, policies, and processes and always acting in a safe manner
+ Train, develop, and manage sales and service route drivers
+ Manage flow of service requests to ensure customers are serviced in a timely and efficient manner
+ Conduct End-of-day Check-In / Morning Check-Out process with drivers to ensure daily expectations are met and employees are prepared for the day
+ Fulfill duties of route driver when s/he is absent
+ Provide field coaching and sales training to route drivers
+ Meet with customers periodically to discuss needs
+ Increase sales portfolio by identifying opportunities
+ Schedule services to prevent and resolve route issues and complaints
+ Ensure completion and organization of all mandated paperwork and files.
+ Follow all local, state (provincial) and federal compliance regulations and rules
+ Safely operate vehicles in accordance with U.S. DOT, local, state (provincial) and federal requirements
+ Safely observe all corporate operating guidelines and procedures
+ Observe all company environmental health and safety operating guidelines
+ Perform other duties as assigned
+ Class B CDL
+ Obtain Hazmat and Tanker endorsements within 90 days of employment
+ Leadership experience
+ Intermediate computer skills
+ Excellent customer service skills
+ Excellent organization and attention to detail
+ Perform physical functions per job requirements
+ Successfully complete a background check, drug test, and physical, by position
**Preferred Qualifications:**
+ Previous route driver experience
+ Previous dispatch/logistics experience
Clean Harbors is an equal opportunity employer.
Clean Harbors is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact or 1- .
Clean Harbors is a Military & Veteran friendly company.
*SK
View Now
8
Service Delivery Manager
94278 Sacramento, California
SHI
Posted today
Job Viewed
Job Description
**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 $15 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.**
**Job Summary**
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.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving 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 servicedelivery 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, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ 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
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 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
**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 $15 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.**
**Job Summary**
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.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving 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 servicedelivery 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, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience 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.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ 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
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 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
View Now
9