About UsSince 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 $16 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 7,000 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 SummaryThe Service Delivery Manager is responsible for coordinating the successful delivery of customer projects and service engagements by aligning resource capacity with customer demand, driving project execution, and ensuring delivery commitments are met. This role serves as the operational hub between customers, delivery teams, project resources, and leadership to ensure projects are properly staffed, risks are proactively managed, and customer expectations are consistently achieved.
The Service Delivery Manager oversees project governance, resource planning, meeting facilitation, action item management, and escalation resolution while maintaining visibility into project health, resource utilization, timelines, budgets, and overall customer satisfaction.
You will lead end-to-end delivery of Palantir-based programs, ensuring alignment between stakeholders, timelines, and technical teams.
Role DescriptionResource Management & Capacity Planning- Maintain visibility into all available service delivery resources and project assignments.
- Align inbound project demand with available resource capacity and skill sets.
- Coordinate resource assignments across multiple customer engagements and projects.
- Monitor resource utilization and recommend adjustments to optimize delivery performance.
- Identify resource constraints and skill gaps and develop mitigation plans.
- Partner with delivery leaders and functional managers on staffing priorities and future resource needs.
Project Delivery & Execution- Track all incoming projects and service engagements from initiation through completion.
- Ensure projects are appropriately staffed and aligned to customer requirements.
- Monitor project schedules, milestones, budgets, risks, and deliverables.
- Facilitate project status meetings, delivery reviews, and customer update meetings.
- Ensure projects remain on track and proactively address obstacles impacting delivery.
- Support project teams in developing and executing recovery plans when necessary.
Governance & Accountability- Facilitate recurring project and operational review meetings.
- Document meeting outcomes, decisions, action items, owners, and due dates.
- Distribute meeting notes within established timelines.
- Track action items through completion and hold stakeholders accountable for commitments.
- Maintain project dashboards, status reports, risk logs, and delivery metrics.
- Ensure consistent adherence to delivery processes and governance standards.
Risk & Escalation Management- Identify and manage project risks related to scope, budget, timeline, resources, and technical dependencies.
- Maintain risk and issue logs for active projects.
- Work with project teams to develop mitigation plans and corrective actions.
- Serve as the primary escalation point for project delivery and resource-related issues.
- Drive issue resolution while maintaining alignment among stakeholders.
- Escalate significant risks and concerns to leadership when appropriate.
Customer & Stakeholder Management- Build strong working relationships with customer stakeholders and internal teams.
- Provide clear communication regarding project status, risks, resource challenges, and delivery commitments.
- Facilitate discussions to resolve competing priorities and delivery challenges.
- Support customer satisfaction through proactive communication and successful execution.
- Ensure customer expectations are aligned with project objectives and delivery capabilities.
Behaviors and Competencies- Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
- Customer Service: Can identify customer needs, propose suitable solutions, and handle more complex customer interactions.
- Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
- Time Management: Can generally use time effectively but may occasionally struggle with prioritizing tasks, meeting deadlines, or maintaining work-life balance.
- Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
- Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.
- Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
- Detail-Oriented: Can identify errors or inconsistencies in work and make necessary corrections.
- Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
- Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
- Negotiation: Can identify opportunities for compromise, propose solutions, and take action to influence outcomes without explicit instructions.
- Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.
- Consultative Sales: Can identify customer needs, propose suitable products or services, and take action to close sales without explicit instructions.
Skill Level Requirements- Experience managing multiple concurrent projects and competing priorities.
- Experience with resource planning and capacity management.
- Strong understanding of project governance, risk management, and stakeholder communications.
- Experience supporting customer-facing delivery organizations.
- Resource Management and Workforce Planning
- Project and Program Management
- Meeting Facilitation
- Risk and Issue Management
- Executive Communication
- Customer Relationship Management
- Escalation Management
- Conflict Resolution
- Organizational and Planning Skills
Other Requirements- Completed Bachelor's Degree or relevant work experience required
- 5+ years of project management, service delivery, or operations management experience.
- Experience managing technical/data projects
- Experience with Palantir or similar platforms
- Ability to travel to SHI, Partner, and Customer Events
Equal Employment Opportunity - M/F/Disability/Protected Veteran Status
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