About Us

Since 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 Summary

The 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 Description

Resource 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 t…