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.