Remote Service Delivery Manager – IT Services

SHI; Honolulu (HI); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Diversity commitment

Growth opportunities

Health benefits

Modern facilities

Job summary

SHI International Corp. is hiring a Service Delivery Manager (SDM) for remote work in the United States.

You will oversee day-to-day service delivery for Expert Support customers within SHI Services/Managed Services, collaborating with the Managed Services team to support retention goals and ensure high-quality experiences for customers and stakeholders. You will lead incident resolution, establish executive relationships, and drive continuous improvement across delivery practices.

Qualifications

• 2+ years in direct Customer support role or similar
• Experience delivering Microsoft services is preferred
• Bachelor’s degree or equivalent knowledge and work experience

Responsibilities

• Oversee service delivery operations for assigned Customers, ensuring high-quality service and customer satisfaction through policies and procedures
• Monitor ticket interactions and resolve customer concerns to satisfaction
• Establish relationships with key customers and stakeholders and resolve escalations promptly
• Collaborate with internal departments to exceed customer expectations and improve delivery processes
• Lead renewal discussions and manage the renewal process through completion
• Drive continuous improvement through analysis, reviews, and automation

Skills

Technical knowledge

Interpersonal skills

Presentation skills

Stakeholder management

Analytical thinking

Communication

Time management

Empathy

Education

Bachelor’s degree or equivalent

Tools

Microsoft 365

Azure Fundamentals

Job description

SHI International Corp. is hiring a Service Delivery Manager (SDM) for remote work in the United States.

You will oversee day-to-day service delivery for Expert Support customers within SHI Services/Managed Services, collaborating with the Managed Services team to support retention goals and ensure high-quality experiences for customers and stakeholders. You will lead incident resolution, establish executive relationships, and drive continuous improvement across delivery practices.