At a Glance
- Tasks: Support Service Partners and ensure smooth operations in a dynamic tech environment.
- Company: Join SHI International, a leading global IT solutions provider with a diverse workforce.
- Benefits: Enjoy competitive pay, health benefits, and opportunities for professional growth.
- Other info: Collaborative culture with excellent career advancement opportunities.
- Why this job: Make an impact by enhancing partner experiences and driving innovation in technology.
- Qualifications: Experience in administration or customer service, with strong organisational skills.
The predicted salary is between 29700 - 36300 £ per year.
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 Partner Services Advisor supports the Service Partner Manager in the governance, administration, and operational management of SHI's Service Partner community. Acting as a key point of contact for Service Partners, Sales, Presales, and internal stakeholders, the role is responsible for ensuring adherence to established processes, maintaining accurate partner information, supporting partner engagement activities, and contributing to the delivery of a seamless, world-class experience for customers, partners, and internal teams.
Role Description
- Support the Service Partner Manager as a subject matter expert for Service Partner related queries, recommendations, processes and procedures.
- Coordinate partner onboarding activities from initial request through to completion, coordinating with relevant internal teams to facilitate approvals, vendor creation, and successful introduction of partners within SHI.
- Assist with the identification, engagement, and administration of Service Partners for customer opportunities, ensuring compliance with established governance and operational processes.
- Produce and maintain a reporting suite for a variety of stakeholders, providing insight into the Service Partner Community.
- Maintain and update Service Partner Skills, Capabilities and Contact information to ensure records remain accurate and current.
- Manage and maintain SharePoint content, and partner information repositories, ensuring information relating to service partners, services, processes, procedures, and governance remains accurate and up to date.
- Support the preparation of Quarterly Business Reviews (QBR’s) providing relevant data, reporting, and insights for strategic partners.
- Maintain a central feedback repository, capturing and recording feedback from internal stakeholders, customers, and Service Partners to support continuous improvement.
- Maintain visibility of Service Partner opportunities, monitoring progress and status updates to support effective partner engagement, communication, and planning activities.
- Support six-monthly reviews of the Service Partner by maintaining partner data, performance records, capability information, and review documentation.
- Build and maintain positive working relationships with internal stakeholders and Service Partners to promote collaboration and effective service delivery.
- Support the delivery of a world-class customer and partner experience in line with SHI standards, values, and service expectations.
- Provide timely support for queries from internal stakeholders and Service Partners, ensuring appropriate resolution or escalation where required.
- Contribute to the continuous improvement of Partner Services processes, documentation, and operational practices.
- Proactively pursue professional and personal development opportunities to enhance knowledge, skills, and business contribution.
Behaviours and Competencies
- Teamwork: Works effectively with colleagues across multiple teams, contributing positively to shared objectives and fostering collaborative working relationships.
- Customer and Partner Focus: Understands the needs of internal stakeholders and Service Partners, delivering responsive, professional, and high-quality support that contributes to a positive experience.
- Organisation and Planning: Effectively manages workload, prioritises competing demands, maintains accurate records, and ensures tasks are completed in a timely manner.
- Communication: Communicates clearly and professionally, adapting style and approach to suit different audiences and ensuring information is conveyed accurately.
- Relationship Management: Builds and maintains positive working relationships with Service Partners and internal stakeholders, promoting collaboration and effective service delivery.
- Analytical Thinking: Reviews and interprets information, identifies trends or inconsistencies, and provides insights to support decision-making and operational improvements.
- Problem Solving: Identifies issues, investigates root causes, and works with relevant stakeholders to implement practical and timely solutions.
- Attention to Detail: Produces accurate work, maintains high-quality records and documentation, and identifies errors or inconsistencies for correction.
- Process and Governance Focus: Demonstrates commitment to following established procedures, maintaining compliance, and supporting governance requirements across partner-related activities.
- Initiative: Takes ownership of assigned responsibilities, identifies opportunities for improvement, and proactively supports the implementation of positive change.
- Adaptability: Responds positively to changing priorities, business requirements, and stakeholder needs, maintaining effectiveness in a dynamic environment.
- Continuous Improvement and Development: Actively seeks opportunities to enhance personal knowledge, skills, processes, and ways of working, contributing to individual and team success.
Skill Level Requirements
- Relevant business, administration, operations, customer service, partner management, or services experience, or an equivalent combination of education and practical experience.
- Typically 2–4 years' experience in an administrative, coordinator, operations, partner support, customer service, or sales support role.
- Experience working within a structured business environment, supporting multiple stakeholders and managing competing priorities.
- Ability to produce and maintain accurate documentation, reports, and business records.
- Strong attention to detail and commitment to data accuracy.
- Willingness and ability to travel occasionally to SHI offices, partner meetings, customer engagements, and company events, as required.
Other Requirements
- Degree-level education or equivalent professional experience.
- Experience working within the IT, technology, professional services, or managed services sector.
- Experience supporting partner, supplier, vendor, or customer-facing business functions.
- Experience using CRM, PSA, ERP, or service management tools.
- Experience working with SharePoint and Microsoft Power Platform solutions is advantageous.
The estimated annual pay range for this position is $X - $X which includes a [compensation structure]. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
Partner Services Advisor - UK in Milton Keynes employer: SHI International
At SHI International Corp., we pride ourselves on being a leading global provider of IT solutions, offering a dynamic work environment in Milton Keynes that fosters professional growth and collaboration. Our commitment to diversity, coupled with comprehensive health and financial benefits, ensures that our employees feel valued and supported. Join us to be part of a team that not only drives innovation but also prioritises your career development and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Partner Services Advisor - UK in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SHI International. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SHI International before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Partner Services Advisor - UK in Milton Keynes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SHI International:Your cover letter is your chance to shine! Tell us why you want to work at SHI International specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SHI International!
How to prepare for a job interview at SHI International
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
