59,881 Service Delivery Manager jobs in the United States

Safety-Kleen in El Monte, CA 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 $75K-$85K
+ 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 .
Clean Harbors is a Military & Veteran friendly company.
Clean Harbors is committed to complying with applicable pay transparency laws and ensuring fair and equitable compensation. The posted salary range reflects the minimum and maximum target for this role. Final compensation may vary based on factors such as location, experience, skills, and business needs. In addition to the base salary, some roles may be eligible for bonus or incentive compensation and a comprehensive benefits package.
*SK

Safety-Kleen in El Monte, CA 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 $75K-$85K
+ 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 .
Clean Harbors is a Military & Veteran friendly company.
Clean Harbors is committed to complying with applicable pay transparency laws and ensuring fair and equitable compensation. The posted salary range reflects the minimum and maximum target for this role. Final compensation may vary based on factors such as location, experience, skills, and business needs. In addition to the base salary, some roles may be eligible for bonus or incentive compensation and a comprehensive benefits package.
*SK

Safety-Kleen in Santa Ana, CA 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 $69K-$85K
+ 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 .
Clean Harbors is a Military & Veteran friendly company.
Clean Harbors is committed to complying with applicable pay transparency laws and ensuring fair and equitable compensation. The posted salary range reflects the minimum and maximum target for this role. Final compensation may vary based on factors such as location, experience, skills, and business needs. In addition to the base salary, some roles may be eligible for bonus or incentive compensation and a comprehensive benefits package.
*SK

**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 MSP Service Delivery Manager is a critical coordination role within the MSP Service Delivery team. The primary responsibility of this role is to plan and manage onsite escalations, track budget, review deliverables for quality and adherence to scope on Field Services projects.
A second responsibility of the SDM is to open tickets to third-party vendors and facilitate and monitor communications between customers, vendors, and the assigned SDM on the account, ensuring complex issues are addressed and resolved in a satisfactory manner.
This role requires strong attention to detail, IT project coordination experience, and communication skills. Familiarity with the Microsoft product lines, the ability to coordinate multiple parties, and a commitment to delivering exceptional service to internal and external stakeholders are key to success in this position.
**Responsibilities:**
_Include, but not limited to:_
+ Act as a liaison between customers, vendors, and internal teams to ensure efficient and effective communication, ticket resolution, project coordination, and timely SOW renewals.
+ Coordinate and schedule calls/meetings between customers and other stakeholders to address complex service issues, including scope expectations, contingency planning, ticket resolution, and renewal discussions.
+ Proactively monitor interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.
+ Document all communication, billing issues,and follow-ups in SHI's ticketing and project management system.
+ Track, analyze and report on vendor performance, project milestones, deliverable, and customer satisfaction.
+ Review and approve field dispatch work order and payment to technicians upon task and project completion.
+ Conduct regular project status calls with Customer.
+ Identify and escalate recurring issues to the appropriate internal teams for process improvement.
+ Work closely with the MSP Service Delivery team to develop strategies for improving vendor relations and customer service.
+ Maintain an in-depth understanding of each vendor's capabilities, specialties, and limitations, with a strong focus on Microsoft.
+ Facilitate the onboarding of new vendor support for Customers and maintain updated vendor escalation information in SHI systems.
+ Provide administrative support as needed, including preparing reports and presentations for stakeholder reviews and preparing and monitoring SOW renewal paperwork.
+ Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.
**Behaviors and Competencies**
+ Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
+ Customer Service: Can identify customer needs, propose suitable solutions, and handle more complex customer interactions.
+ Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
+ Time Management: Can generally use time effectively but may occasionally struggle with prioritizing tasks, meeting deadlines, or maintaining work-life balance.
+ Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
+ Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.
+ Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
+ Detail-Oriented: Can identify errors or inconsistencies in work and make necessary corrections.
+ Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
+ Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
+ Negotiation: Can identify opportunities for compromise, propose solutions, and take action to influence outcomes without explicit instructions.
+ Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.
+ Consultative Sales: Can identify customer needs, propose suitable products or services, and take action to close sales without explicit instructions.
**Skill Level Requirements**
+ 1 or more years of validated successful professional experience in an IT project coordinationor IT customer service role, preferably within a Managed Services Provider (MSP) or related technology services environment. 
+ Exceptional verbal and written communication skills with colleagues and external stakeholders.
+ Provenorganizational, problem-solving, and time-management skills. 
+ Proven track record of success using PSA software such as AutoTask and MS Office Suite. 
+ Demonstrated experience with IT project coordination, IT ticket management, and IT ticket resolution.
+ A high-level understanding of Microsoft product lines, with the ability to correctly identify technologies involved in Customer tickets and issues.
+ Proven ability to work independently and effectively in a fast-paced, multi-tasking environment. 
+ Proven analytical and escalation management abilities. 
+ Strong attention to detail and commitment to excellence. 
+ A proventeam player who can demonstratesuccessfulcollaboration with various departments and external stakeholders. 
+ Proactive and self-motivated with a strong record of personal accountability.
+ Ability to maintain confidentiality and exercise discretion.
**Preferred Qualifications:**
+ Microsoft MS-900 certification
+ Vendor Management experience
+ ITIL v5 Foundations or higher
+ A+ and/or Microsoft Certified Professional (MCP) 
+ PMP or other relevant project management or project coordination certifications 
+ Experience managing external project resources 
The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are $0,000 - 70,000. 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

**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 MSP Service Delivery Manager is a critical coordination role within the MSP Service Delivery team. The primary responsibility of this role is to plan and manage onsite escalations, track budget, review deliverables for quality and adherence to scope on Field Services projects.
A second responsibility of the SDM is to open tickets to third-party vendors and facilitate and monitor communications between customers, vendors, and the assigned SDM on the account, ensuring complex issues are addressed and resolved in a satisfactory manner.
This role requires strong attention to detail, IT project coordination experience, and communication skills. Familiarity with the Microsoft product lines, the ability to coordinate multiple parties, and a commitment to delivering exceptional service to internal and external stakeholders are key to success in this position.
**Responsibilities:**
_Include, but not limited to:_
+ Act as a liaison between customers, vendors, and internal teams to ensure efficient and effective communication, ticket resolution, project coordination, and timely SOW renewals.
+ Coordinate and schedule calls/meetings between customers and other stakeholders to address complex service issues, including scope expectations, contingency planning, ticket resolution, and renewal discussions.
+ Proactively monitor interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.
+ Document all communication, billing issues,and follow-ups in SHI's ticketing and project management system.
+ Track, analyze and report on vendor performance, project milestones, deliverable, and customer satisfaction.
+ Review and approve field dispatch work order and payment to technicians upon task and project completion.
+ Conduct regular project status calls with Customer.
+ Identify and escalate recurring issues to the appropriate internal teams for process improvement.
+ Work closely with the MSP Service Delivery team to develop strategies for improving vendor relations and customer service.
+ Maintain an in-depth understanding of each vendor's capabilities, specialties, and limitations, with a strong focus on Microsoft.
+ Facilitate the onboarding of new vendor support for Customers and maintain updated vendor escalation information in SHI systems.
+ Provide administrative support as needed, including preparing reports and presentations for stakeholder reviews and preparing and monitoring SOW renewal paperwork.
+ Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.
**Behaviors and Competencies**
+ Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
+ Customer Service: Can identify customer needs, propose suitable solutions, and handle more complex customer interactions.
+ Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
+ Time Management: Can generally use time effectively but may occasionally struggle with prioritizing tasks, meeting deadlines, or maintaining work-life balance.
+ Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
+ Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.
+ Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
+ Detail-Oriented: Can identify errors or inconsistencies in work and make necessary corrections.
+ Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
+ Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
+ Negotiation: Can identify opportunities for compromise, propose solutions, and take action to influence outcomes without explicit instructions.
+ Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.
+ Consultative Sales: Can identify customer needs, propose suitable products or services, and take action to close sales without explicit instructions.
**Skill Level Requirements**
+ 1 or more years of validated successful professional experience in an IT project coordinationor IT customer service role, preferably within a Managed Services Provider (MSP) or related technology services environment. 
+ Exceptional verbal and written communication skills with colleagues and external stakeholders.
+ Provenorganizational, problem-solving, and time-management skills. 
+ Proven track record of success using PSA software such as AutoTask and MS Office Suite. 
+ Demonstrated experience with IT project coordination, IT ticket management, and IT ticket resolution.
+ A high-level understanding of Microsoft product lines, with the ability to correctly identify technologies involved in Customer tickets and issues.
+ Proven ability to work independently and effectively in a fast-paced, multi-tasking environment. 
+ Proven analytical and escalation management abilities. 
+ Strong attention to detail and commitment to excellence. 
+ A proventeam player who can demonstratesuccessfulcollaboration with various departments and external stakeholders. 
+ Proactive and self-motivated with a strong record of personal accountability.
+ Ability to maintain confidentiality and exercise discretion.
**Preferred Qualifications:**
+ Microsoft MS-900 certification
+ Vendor Management experience
+ ITIL v5 Foundations or higher
+ A+ and/or Microsoft Certified Professional (MCP) 
+ PMP or other relevant project management or project coordination certifications 
+ Experience managing external project resources 
The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are $0,000 - 70,000. 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

**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 MSP Service Delivery Manager is a critical coordination role within the MSP Service Delivery team. The primary responsibility of this role is to plan and manage onsite escalations, track budget, review deliverables for quality and adherence to scope on Field Services projects.
A second responsibility of the SDM is to open tickets to third-party vendors and facilitate and monitor communications between customers, vendors, and the assigned SDM on the account, ensuring complex issues are addressed and resolved in a satisfactory manner.
This role requires strong attention to detail, IT project coordination experience, and communication skills. Familiarity with the Microsoft product lines, the ability to coordinate multiple parties, and a commitment to delivering exceptional service to internal and external stakeholders are key to success in this position.
**Responsibilities:**
_Include, but not limited to:_
+ Act as a liaison between customers, vendors, and internal teams to ensure efficient and effective communication, ticket resolution, project coordination, and timely SOW renewals.
+ Coordinate and schedule calls/meetings between customers and other stakeholders to address complex service issues, including scope expectations, contingency planning, ticket resolution, and renewal discussions.
+ Proactively monitor interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.
+ Document all communication, billing issues,and follow-ups in SHI's ticketing and project management system.
+ Track, analyze and report on vendor performance, project milestones, deliverable, and customer satisfaction.
+ Review and approve field dispatch work order and payment to technicians upon task and project completion.
+ Conduct regular project status calls with Customer.
+ Identify and escalate recurring issues to the appropriate internal teams for process improvement.
+ Work closely with the MSP Service Delivery team to develop strategies for improving vendor relations and customer service.
+ Maintain an in-depth understanding of each vendor's capabilities, specialties, and limitations, with a strong focus on Microsoft.
+ Facilitate the onboarding of new vendor support for Customers and maintain updated vendor escalation information in SHI systems.
+ Provide administrative support as needed, including preparing reports and presentations for stakeholder reviews and preparing and monitoring SOW renewal paperwork.
+ Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.
**Behaviors and Competencies**
+ Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
+ Customer Service: Can identify customer needs, propose suitable solutions, and handle more complex customer interactions.
+ Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
+ Time Management: Can generally use time effectively but may occasionally struggle with prioritizing tasks, meeting deadlines, or maintaining work-life balance.
+ Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
+ Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.
+ Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
+ Detail-Oriented: Can identify errors or inconsistencies in work and make necessary corrections.
+ Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
+ Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
+ Negotiation: Can identify opportunities for compromise, propose solutions, and take action to influence outcomes without explicit instructions.
+ Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.
+ Consultative Sales: Can identify customer needs, propose suitable products or services, and take action to close sales without explicit instructions.
**Skill Level Requirements**
+ 1 or more years of validated successful professional experience in an IT project coordinationor IT customer service role, preferably within a Managed Services Provider (MSP) or related technology services environment. 
+ Exceptional verbal and written communication skills with colleagues and external stakeholders.
+ Provenorganizational, problem-solving, and time-management skills. 
+ Proven track record of success using PSA software such as AutoTask and MS Office Suite. 
+ Demonstrated experience with IT project coordination, IT ticket management, and IT ticket resolution.
+ A high-level understanding of Microsoft product lines, with the ability to correctly identify technologies involved in Customer tickets and issues.
+ Proven ability to work independently and effectively in a fast-paced, multi-tasking environment. 
+ Proven analytical and escalation management abilities. 
+ Strong attention to detail and commitment to excellence. 
+ A proventeam player who can demonstratesuccessfulcollaboration with various departments and external stakeholders. 
+ Proactive and self-motivated with a strong record of personal accountability.
+ Ability to maintain confidentiality and exercise discretion.
**Preferred Qualifications:**
+ Microsoft MS-900 certification
+ Vendor Management experience
+ ITIL v5 Foundations or higher
+ A+ and/or Microsoft Certified Professional (MCP) 
+ PMP or other relevant project management or project coordination certifications 
+ Experience managing external project resources 
The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are $0,000 - 70,000. 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

**Details**
+ **Department:** Market Technology
+ **Schedule:** Monday-Friday, 8 hour shift
+ **Location:** Elk Grove Village, Illinois
+ **Salary:** $124,035.45 - $67,812.05 per year
+ Eligible for an annual bonus incentive
**Benefits**
Paid time off (PTO)
Various health insurance options & wellness plans
Retirement benefits including employer match plans
Long-term & short-term disability
Employee assistance programs (EAP)
Parental leave & adoption assistance
Tuition reimbursement
Ways to give back to your community
_Benefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance, location and salary range at the time of the offer._
**Responsibilities**
Manage the delivery of services against agreed upon performance metrics and oversee the execution of governance responsibilities.
+ Own the business relationship with key stakeholders in the local health system.
+ Addresses identified issues escalated by governance teams and refers issues to appropriate leaders and managed partners for resolution.
+ Provide guidance to business and legal teams with contract changes, negotiations and terminations.
+ Ensures vendors' contractual compliance by tracking and managing performance against Service Level Agreements (SLAs) and other contract terms.
+ Collaborate with managed service providers and vendors to ensure business needs and budget are met in the ministry.
+ Assist managed service partners with training, directing, development and evaluation of staff.
+ Collaborate on needs analysis for customer service, upgrades or changes to systems.
+ Recommend cost-effective hardware/software solutions.
+ Manage multiple projects, often through subordinate project managers or coordinators.
+ Ensure resources and organization structure are in place and operating effectively; and anticipate conflicting needs and proactively resolve them.
+ Direct, develop, and present to management various analyses that include organization, systems, feasibility and cost/benefit studies, implementation plans.
+ Exercise judgment and influence on key technical decisions, standards, policies, environment selection, architecture, data flows and technical solutions.
+ Assist in the development of plans for installations, conversions and upgrades to ensure minimal impact on end users while providing required outcomes.
**Requirements**
Education:
+ High School diploma equivalency with 3 years of cumulative experience OR Associate'sdegree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required.
+ 3 years of leadership or management experience preferred.
**Additional Preferences**
+ Technical background.
+ Experience with ServiceNow.
+ Infrastructure and/or healthcare technology.
+ Leadership experience.
+ Relationship building skills.
+ Experience working with Managed Service Providers.
+ Experience facilitating technical calls to drive resolution
**Why Join Our Team**
When you join Ascension, you join a team of over 134,000 individuals across the country committed to a Mission of serving others and providing compassionate, personalized care to all. Our inclusive culture, continuing education programs, career coaches and benefit offerings are just a few of the resources and tools that team members can use to create a rewarding career path. In fact, Ascension spent nearly 46 million in tuition assistance alone to support associate growth and development. If you are looking for a career where you can grow and make a difference in your community, we invite you to join our team today.
**Equal Employment Opportunity Employer**
Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws.
For further information, view the EEO Know Your Rights (English) ( poster or EEO Know Your Rights (Spanish) ( poster.
As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.
Pay Non-Discrimination Notice ( note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.
**E-Verify Statement**
This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.
E-Verify (

**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 MSP Service Delivery Manager is a critical coordination role within the MSP Service Delivery team. The primary responsibility of this role is to plan and manage onsite escalations, track budget, review deliverables for quality and adherence to scope on Field Services projects.
A second responsibility of the SDM is to open tickets to third-party vendors and facilitate and monitor communications between customers, vendors, and the assigned SDM on the account, ensuring complex issues are addressed and resolved in a satisfactory manner.
This role requires strong attention to detail, IT project coordination experience, and communication skills. Familiarity with the Microsoft product lines, the ability to coordinate multiple parties, and a commitment to delivering exceptional service to internal and external stakeholders are key to success in this position.
**Responsibilities:**
_Include, but not limited to:_
+ Act as a liaison between customers, vendors, and internal teams to ensure efficient and effective communication, ticket resolution, project coordination, and timely SOW renewals.
+ Coordinate and schedule calls/meetings between customers and other stakeholders to address complex service issues, including scope expectations, contingency planning, ticket resolution, and renewal discussions.
+ Proactively monitor interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.
+ Document all communication, billing issues,and follow-ups in SHI's ticketing and project management system.
+ Track, analyze and report on vendor performance, project milestones, deliverable, and customer satisfaction.
+ Review and approve field dispatch work order and payment to technicians upon task and project completion.
+ Conduct regular project status calls with Customer.
+ Identify and escalate recurring issues to the appropriate internal teams for process improvement.
+ Work closely with the MSP Service Delivery team to develop strategies for improving vendor relations and customer service.
+ Maintain an in-depth understanding of each vendor's capabilities, specialties, and limitations, with a strong focus on Microsoft.
+ Facilitate the onboarding of new vendor support for Customers and maintain updated vendor escalation information in SHI systems.
+ Provide administrative support as needed, including preparing reports and presentations for stakeholder reviews and preparing and monitoring SOW renewal paperwork.
+ Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.
**Behaviors and Competencies**
+ Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
+ Customer Service: Can identify customer needs, propose suitable solutions, and handle more complex customer interactions.
+ Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
+ Time Management: Can generally use time effectively but may occasionally struggle with prioritizing tasks, meeting deadlines, or maintaining work-life balance.
+ Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
+ Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.
+ Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
+ Detail-Oriented: Can identify errors or inconsistencies in work and make necessary corrections.
+ Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
+ Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
+ Negotiation: Can identify opportunities for compromise, propose solutions, and take action to influence outcomes without explicit instructions.
+ Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.
+ Consultative Sales: Can identify customer needs, propose suitable products or services, and take action to close sales without explicit instructions.
**Skill Level Requirements**
+ 1 or more years of validated successful professional experience in an IT project coordinationor IT customer service role, preferably within a Managed Services Provider (MSP) or related technology services environment. 
+ Exceptional verbal and written communication skills with colleagues and external stakeholders.
+ Provenorganizational, problem-solving, and time-management skills. 
+ Proven track record of success using PSA software such as AutoTask and MS Office Suite. 
+ Demonstrated experience with IT project coordination, IT ticket management, and IT ticket resolution.
+ A high-level understanding of Microsoft product lines, with the ability to correctly identify technologies involved in Customer tickets and issues.
+ Proven ability to work independently and effectively in a fast-paced, multi-tasking environment. 
+ Proven analytical and escalation management abilities. 
+ Strong attention to detail and commitment to excellence. 
+ A proventeam player who can demonstratesuccessfulcollaboration with various departments and external stakeholders. 
+ Proactive and self-motivated with a strong record of personal accountability.
+ Ability to maintain confidentiality and exercise discretion.
**Preferred Qualifications:**
+ Microsoft MS-900 certification
+ Vendor Management experience
+ ITIL v5 Foundations or higher
+ A+ and/or Microsoft Certified Professional (MCP) 
+ PMP or other relevant project management or project coordination certifications 
+ Experience managing external project resources 
The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are $0,000 - 70,000. 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

**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 MSP Service Delivery Manager is a critical coordination role within the MSP Service Delivery team. The primary responsibility of this role is to plan and manage onsite escalations, track budget, review deliverables for quality and adherence to scope on Field Services projects.
A second responsibility of the SDM is to open tickets to third-party vendors and facilitate and monitor communications between customers, vendors, and the assigned SDM on the account, ensuring complex issues are addressed and resolved in a satisfactory manner.
This role requires strong attention to detail, IT project coordination experience, and communication skills. Familiarity with the Microsoft product lines, the ability to coordinate multiple parties, and a commitment to delivering exceptional service to internal and external stakeholders are key to success in this position.
**Responsibilities:**
_Include, but not limited to:_
+ Act as a liaison between customers, vendors, and internal teams to ensure efficient and effective communication, ticket resolution, project coordination, and timely SOW renewals.
+ Coordinate and schedule calls/meetings between customers and other stakeholders to address complex service issues, including scope expectations, contingency planning, ticket resolution, and renewal discussions.
+ Proactively monitor interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.
+ Document all communication, billing issues,and follow-ups in SHI's ticketing and project management system.
+ Track, analyze and report on vendor performance, project milestones, deliverable, and customer satisfaction.
+ Review and approve field dispatch work order and payment to technicians upon task and project completion.
+ Conduct regular project status calls with Customer.
+ Identify and escalate recurring issues to the appropriate internal teams for process improvement.
+ Work closely with the MSP Service Delivery team to develop strategies for improving vendor relations and customer service.
+ Maintain an in-depth understanding of each vendor's capabilities, specialties, and limitations, with a strong focus on Microsoft.
+ Facilitate the onboarding of new vendor support for Customers and maintain updated vendor escalation information in SHI systems.
+ Provide administrative support as needed, including preparing reports and presentations for stakeholder reviews and preparing and monitoring SOW renewal paperwork.
+ Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.
**Behaviors and Competencies**
+ Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
+ Customer Service: Can identify customer needs, propose suitable solutions, and handle more complex customer interactions.
+ Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
+ Time Management: Can generally use time effectively but may occasionally struggle with prioritizing tasks, meeting deadlines, or maintaining work-life balance.
+ Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
+ Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.
+ Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
+ Detail-Oriented: Can identify errors or inconsistencies in work and make necessary corrections.
+ Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
+ Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
+ Negotiation: Can identify opportunities for compromise, propose solutions, and take action to influence outcomes without explicit instructions.
+ Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.
+ Consultative Sales: Can identify customer needs, propose suitable products or services, and take action to close sales without explicit instructions.
**Skill Level Requirements**
+ 1 or more years of validated successful professional experience in an IT project coordinationor IT customer service role, preferably within a Managed Services Provider (MSP) or related technology services environment. 
+ Exceptional verbal and written communication skills with colleagues and external stakeholders.
+ Provenorganizational, problem-solving, and time-management skills. 
+ Proven track record of success using PSA software such as AutoTask and MS Office Suite. 
+ Demonstrated experience with IT project coordination, IT ticket management, and IT ticket resolution.
+ A high-level understanding of Microsoft product lines, with the ability to correctly identify technologies involved in Customer tickets and issues.
+ Proven ability to work independently and effectively in a fast-paced, multi-tasking environment. 
+ Proven analytical and escalation management abilities. 
+ Strong attention to detail and commitment to excellence. 
+ A proventeam player who can demonstratesuccessfulcollaboration with various departments and external stakeholders. 
+ Proactive and self-motivated with a strong record of personal accountability.
+ Ability to maintain confidentiality and exercise discretion.
**Preferred Qualifications:**
+ Microsoft MS-900 certification
+ Vendor Management experience
+ ITIL v5 Foundations or higher
+ A+ and/or Microsoft Certified Professional (MCP) 
+ PMP or other relevant project management or project coordination certifications 
+ Experience managing external project resources 
The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are $0,000 - 70,000. 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