About the Role
ASG MSP Service Delivery Manager
Location: US
Category: Inside/Outside Sales
Job Description:
Job Summary
The ASG MSP 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.
This position is a remote position with a Home Office setup as determined by SHI management.
Responsibilities
- May 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.
- May assist in recruitment processes, maintain service catalog, and develop staff training plans to meet department goals.
Qualifications
- 2+ years working in a Customer Support Role – preferably with a global organization.
- Bachelor’s degree or equivalent knowledge and work experience.
- 1+ years of experience working with incident and request management processes, including Service Level Agreements
Required Skills
- Strong technical knowledge and interpersonal skills.
- In-depth understanding of virtualization and cloud computing concepts
- Excellent written, verbal, and visual presentation skills
- Ability to work with key stakeholders 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
Certifications Required
One or more of the following certifications must be obtained within the first 6 month of employment:
- Azure Fundamentals
- MCSA: Cloud Platform
- MCSA: Linux on Azure
- MCSA: Data Engineering
- MCSA: Azure Database Development
- MCSE: Cloud Platform and Infrastructure
- MCP
- MCITP
- MCSA Office 365
Unique Requirements
- Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office gatherings