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.
The Inside Sales Operations Manager plays a pivotal role in delivering World Class Support to SHI’s customers and in enabling our ICAMs (Inside Client Account Managers) to focus on selling and serving their accounts. The role owns the day-to-day operational activity that sits around customer projects, orders and accounts, making sure work is accurate, visible and delivered on time.
This is both an enabling and a customer-facing role. As well as supporting the ICAMs (Inside Client Account Managers) behind the scenes, the Inside Sales Operations Manager will join customer calls and communicate directly with customers by email, providing timely updates and a professional, responsive point of contact for operational matters. Reporting directly to the Lead Inside Sales Operations Manager, the role is a key contributor to customer experience and revenue growth.
This position is required to report to the Barnsley, U.K. office as determined by SHI management.
Additionally, the Operations Manager will provide mentorship and training to employees, lead strategic initiatives on compliance and specialisation, and engage in business strategy discussions with leadership.
This position is set to be based in our Barnsley office.
Role Description
Include but not limited to;
Act as a dedicated operational partner to the ICAMs (Inside Client Account Managers), owning the operational tasks that sit around their customer accounts so they can focus on selling and customer relationships.
Investigate credits, rebills and GM-hit issues, establishing the facts, identifying root cause and recording the action needed to prevent recurrence.
Build and maintain custom customer catalogues, keeping products, pricing and information current and raising unclear or conflicting information before making updates.
Establish and oversee a governance process for the portfolio of programs within the department.
Manage escalated and high-value projects to ensure optimal performance.
Implement strategic planning by creating functional strategies and specific objectives to align and sequence program activities for best results.
Develop, monitor, and improve operational processes such as billing managed services and authorizing payments to vendors.
Track and report on key performance indicators (KPIs) related to billing and vendor costs.
Track and facilitate the resolution of issues, serving as a point of escalation to resolve internal or customer satisfaction issues.
Actively participate in efforts focused on continuous improvement, identifying areas for operational process enhancements.
Provide mentorship, guidance, and training to employees to increase efficiency.
Manage strategic programs on compliance, specialization, and competency, and develop/enforce policies.
Participate in business strategy discussions with SHI leadership and review program results, identifying root causes for missed objectives or deadlines.
Behaviours and Competencies
Adaptability: Can proactively adapt to challenging situations, anticipate changes, and make modifications to meet the demands of changing circumstances.
Analytical Thinking: Can synthesize complex data, identify patterns, draw insights, and present findings clearly and understandably.
Business Acumen: Can evaluate market trends and competitive landscape to identify opportunities and risks.
Change Management: Can drive significant changes in organizational processes or policies, can facilitate change management processes among others, and can adapt change management style based on the situation and the team’s needs.
Collaboration: Can proactively seek out diverse perspectives, facilitate open communication among team members, and drive toward consensus and action.
Communication: Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others.
Continuous Improvement: Can identify significant areas for improvement and implement significant changes.
Decision-Making: Can analyze complex information, predict long-term consequences, and make decisions that align with strategic goals.
Leadership: Can proactively seek out leadership roles, initiate team projects, and contribute to team development and success.
Problem-Solving: Can proactively identify potential problems, initiate preventive measures, and propose and contribute to innovative solutions.
Skill Level Requirements
Ability to own and manage projects from concept to completion, including planning and facilitating meetings. - Intermediate
Ability to multitask and complete tasks with efficiency and accuracy. - Intermediate
Highly motivated, proactive, and focused on achieving results. - Intermediate
Ability to create and develop training content, conduct needs assessments, and mentor team members. - Intermediate
Strong understanding of technical concepts and proficient with Microsoft Office products. - Intermediate
Ability to lead, motivate, and mentor matrixed or cross-functional teams, ensuring adherence to company rules and work ethics. - Intermediate
Other Requirements
- Completed Bachelor's Degree or related experience
- Experience working at a technology company or a matrixed organisation with competing priorities
- 3-5 years of experience in program or project management
Preferred Qualifications
- Project Management Professional (PMP) certification or equivalent
The estimated annual pay for this position is £41,300 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual.
SHI UK is an equal opportunity employer and does not discriminate on the basis of race, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected status. We encourage applications from all qualified candidates and we are dedicated to providing a fair and accessible recruitment process.
Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
