What are the responsibilities and job description for the Service Delivery Manager position at SHI International Corp.?
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.
Apply promptly! A high volume of applicants is expected for the role as detailed below, do not wait to send your CV.
This position is required to report to the SHI Austin TX office location as determined by SHI management.
About Us
Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them.
Responsibilities
Include, but not limited to :
- Conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
- Oversee service delivery operations, ensuring high-quality service and customer satisfaction through implementing policies, standards, and procedures.
- Establish relationships with key clients and stakeholders, and resolve client complaints effectively and timely.
- Collaborate with internal departments to meet or exceed customer expectations, using feedback to enhance service delivery processes.
- Ensure continuous improvement through analysis, reviews, automation, competence building, and organizational changes.
- Provide advanced investigation and resolution of incidents, identify trends, and review tickets prior to escalation.
- Assist in recruitment processes, maintain service catalog, and develop staff training plans to meet department goals.
Qualifications
Required Skills
Certifications Required
One or more of the following certifications required :
Unique Requirements
Additional Information
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Salary : $80,000 - $120,000
