- Shi International
- $64,510.00 -86,860.00/year*
Customer Service/Call Center
11-16 Plaza Rd
Innovative Solutions. World Class Support. Headquartered in Somerset, NJ, SHI International Corp. has transformed itself from a $1 million software-only regional reseller into a $10 Billion global provider of technology products and services. Privately-held and under the guidance of its current ownership since 1989, SHI has experienced tremendous growth in size and scope. Its organic growth and over two decades of stability are a direct result of backing a highly-skilled, tenured sales force with software volume licensing experts, hardware procurement specialists and certified IT services professionals.SHI offers custom IT solutions for every aspect of your environment from software and hardware procurement to deployment planning, configuration, data center optimization, mobility and IT asset management.SHI supports their clients from over 30 offices throughout the U.S., Canada, the U.K., Germany, France and Hong Kong. SHI s goal is to foster long-term, mutually-beneficial relationships with its customers and partners, every day. What SHI Can Offer: World Class Facility includes on site gyms, restaurants and community events Ongoing opportunities for personal and professional growth and development due to our strong promote from within philosophy Work in an up-beat, creative, and fun environment Benefits, include medical, vision, dental, 401K, and flexible spending Supportive Management and Leadership
Job Summary The IT Asset Management (ITAM) Services Manager role is primarily to manage the team who deliver customer engagements. The ITAM Services Manager will develop and enhance SHI s best practice procedures, tools and people to ensure the services delivered to SHI s customers meet and exceed the required quality standards. The ITAM Services Manager will always represent both the ITAM Services department and SHI in an impeccable manner, providing expert insight and industry leading knowledge. The position reports to the ITAM Services Director. The ITAM Services Manager will also contribute to the on-going development of SHI s multivendor ITAM Services as well as supporting the sales and business development activities. The individual will have proven ITAM skills and relevant experience of operating in a highly professional and customer centric team, excellent team management, organizational and people development skills. The ITAM Services Manager can be office based from either Austin TX, Somerset NJ, or Milton Keynes UK offices. It is expected that this role will require frequent travel both nationally and internationally (50%).
Responsibilities/Job Function Role: Take responsibility for the development and financial success of the department; Achieve all financial targets; Control and manage the operational costs; Achieve operational and process efficiencies; Oversee the customer engagement lifecycle; Ensure quality of customer service delivery; Ensure accurate reporting of engagements and associated KPIs; Overall management of the team; Coordinating virtual teams; Be responsible for the overall delivery of all ITAM customer engagements; Support all direct reports and the extended virtual SHI team during engagements; Track key financial and operational aspects of engagements; Ensure all ITAM engagements are conducted professionally, ethically, and in a manner consistent with SHI standards; Support business development in new and existing accounts; Advocate SHI Services to SHI Account Executives and their customers; Engage with other SHI departments in order to collaborate in the delivery of integrated services; Keep up to date with industry trends and new ITAM services requirements; Responsibilities: Management and oversight of customer engagements; Ensure all customer engagements are delivered to time scales and quality standards; Create and design new industry-leading services; Share knowledge and experience with team members to ensure personal development; Track and report engagement deliveries; Monitor customer satisfaction levels; Act as an escalation point for internal and external contacts; Support and encourage the growth, training and personal development of team members; Work with ITAM Services Director and other department Managers to design and continuously improve ITAM services;
Qualifications/Minimum Skills Required A well-rounded working ITAM knowledge is essential. The individual will have gained appropriate skills and knowledge from a variety of backgrounds which may be vendor, publisher, product, technology or function specific. Certifications from specific vendors, publishers or industry bodies are encouraged as is appropriate experience and knowledge which may have been gained from previous roles. Skills: Strong entrepreneurial spirit; a desire and willingness to do whatever it takes ; Client-oriented, professional services mind-set; Exceptional people management skills; Ability to manage the department s projects simultaneously to agreed timescales; Exceptional research skills?and the ability to manage details; Exceptional analytical skills; Exceptional written and verbal communication skills; Exceptional organization and time management skills; Proactive analysis and improvement of processes; Ability to think outside the box; Ability to stay self-motivated and self-directed; Willingness to adapt to changing business and technical priorities; Ability to work in a fast-paced, high-performance team?environment; Appropriate experience in ITAM in a similar or same field; Willingness to travel as needed; Business management and overall management experience required Possess a minimum of 10 years of experience within the IT Asset Management Field or Service Operations experience Education: Candidates must possess a Bachelor s Degree or equivalent required skills as outlined within the posting. Equal Employment Opportunity M/F/Disability/Protected Veteran Status
Certifications Required Certifications: The ideal candidate will hold all the following accreditations; if the accreditations are not currently held the successful candidate will be required to study and pass all the following mandatory accreditations within a short period of commencing the role. Mandatory certifications: Volume License (70-705) SAM Core (70-713) Cloud Fundamentals (98-369) Security Fundamentals (98-367) Mobility and Devices Fundamentals (98-368) Managing Office 365 Identities and Requirements (70-346)
Associated topics: customer care manager, customer service manager, director, guidance, leadership, operations, operations manager, senior, service manager, supervisor
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.
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