Service Delivery Manager
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Job Description
Service Delivery Manager overseeing service delivery for Expert Support customers at SHI International Corp. Engaging with stakeholders and improving service practices for customer satisfaction.
Responsibilities:
- Oversee service delivery operations for assigned Customers, ensuring high-quality service and customer satisfaction through implementing and routinely refining policies, standards, and procedures.
- Monitor ticket interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.
- Establish relationships with key customers and stakeholders, and resolve customer escalations effectively and in a timely manner.
- Collaborate with internal departments to exceed customer expectations, using feedback to enhance service delivery processes.
- Lead renewal discussions with customers and manage the renewal process through completion.
- Ensure continuous improvement through analysis, reviews, automations, competence building, and suggesting organizational changes.
- Provide advanced investigations and resolution of incidents, identify trends, and review tickets prior to escalation to Microsoft and/or high-level internal resources.
- May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
- May assist in recruitment processes, maintaining the service documentation, and developing staff training plans to meet department goals.
- Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.
Requirements:
- 2+ years working in a direct Customer support role - preferably in a global organization.
- 1+ years of experience delivering 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.
- Ability to travel for all-hands events.
- Demonstrated expertise in creating and delivering business reviews and presentations for customers, including analysis of key performance metrics, identification of growth opportunities, and clear communication of value propositions.
- Intermediate technical knowledge and exceptional interpersonal skills.
- A demonstrated 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.
Benefits:
- Health, wellness, and financial benefits to offer peace of mind to you and your family.
- Continuous professional growth and leadership opportunities.
- World-class facilities and the technology you need to thrive – in our offices or yours.
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