Job Overview
Location
US - Remote
Job Type
Full-time
Category
Operations
Date Posted
April 2, 2026
Full Job Description
đź“‹ Description
- • The Senior Service Delivery Manager (Sr. SDM) is a critical individual contributor role within SHI International Corp.’s Managed Services division, responsible for ensuring exceptional service delivery and customer satisfaction for Expert Support customers. This role directly impacts customer retention and organizational success by acting as the primary liaison between clients and internal teams, driving service excellence through proactive management, continuous improvement, and strategic relationship building.
- • Day-to-day responsibilities include overseeing service delivery operations for assigned customers, monitoring ticket interactions to ensure timely resolution of concerns, establishing and nurturing relationships with key stakeholders, leading renewal discussions and managing the full renewal lifecycle, conducting regular team meetings to coach staff on customer interaction best practices, assisting in recruitment and training initiatives, ensuring compliance with company policies and regulatory requirements, and driving continuous improvement through data analysis, process refinement, and automation efforts.
- • SHI International Corp. is a $16 billion global IT solutions provider founded in 1989, recognized as the largest minority- and woman-owned enterprise in the U.S., serving over 17,000 organizations worldwide with a concierge approach to technology solutions. The company employs 7,000+ professionals committed to diversity, continuous growth, employee wellness, and providing world-class tools and facilities to empower success—whether in-office or remote.
- • In this role, the Sr. SDM will develop advanced expertise in Microsoft service ecosystems, refine leadership and mentorship capabilities through team development and hiring involvement, strengthen strategic communication and presentation skills for executive audiences, and gain deep experience in customer lifecycle management—from escalation resolution to renewal negotiation—positioning them for future growth into senior leadership or specialized consulting roles within IT services.
🎯 Requirements
- • 3+ years of experience in a direct customer support role, preferably within a global organization
- • 3+ years of experience delivering Microsoft services, including incident and request management processes and SLAs
- • Bachelor’s degree or equivalent combination of education and work experience
- • Demonstrated expertise in creating and delivering business reviews and presentations, including KPI analysis and value proposition communication
- • Current Microsoft 365 Fundamentals, Azure Fundamentals, or advanced Microsoft certification (required within 2 months of hire; preferred if already held)
- • Proven ability to work with key stakeholders and executives, navigate challenging customer interactions with empathy and professionalism, and mentor team members effectively
🏖️ Benefits
- • Comprehensive health, wellness, and financial benefits including medical, vision, dental, 401K, and flexible spending accounts
- • Commitment to diversity as the largest minority- and woman-owned enterprise in the U.S.
- • Continuous professional growth and leadership opportunities within a $16B global organization
- • World-class facilities and technology provided to support productivity in-office or remotely
- • Estimated annual pay range of $100,000–$115,000 (base + bonus), with compensation based on skills, experience, and market location
Skills & Technologies
About SHI International Corp.
SHI International Corp. is a New Jersey-based corporate IT solutions provider and large-volume software and hardware reseller serving business, government, and education clients worldwide. Founded in 1989, the privately held company supplies desktops, servers, storage, networking gear, cloud subscriptions, and software licensing from Microsoft, Adobe, Dell, HP, Cisco, and others. SHI adds configuration, imaging, asset tagging, deployment, and lifecycle services through integration centers in the U.S. and Europe. Customers rely on its licensing specialists, field engineers, and dedicated account teams for procurement, cost optimization, and ongoing support across hybrid infrastructure, cybersecurity, and modern workplace initiatives.
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