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