Service Delivery Manager

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize, and small businesses. We employ a customer-centric, hard-working, and talented team that acts like an owner, does the right thing, and has fun doing it.

About the role

The Service Delivery Manager will provide operational leadership, service governance, escalation management, service reporting, and continual service improvement activities. They will act as the liaison between customer stakeholders and Compucom delivery teams to ensure services are delivered in accordance with contractual obligations, service levels, operational procedures, and approved governance processes. The SDM will coordinate resources across Compucom service towers, third-party providers, and customer stakeholders as necessary to support service delivery objectives.

Responsibilities

• Serve as the primary operational point of contact for all service delivery matters.
• Facilitate operational governance between customer and Compucom stakeholders.
• Coordinate service reviews, operational meetings, and governance forums.
• Maintain awareness of customer business priorities and align service delivery activities accordingly.
• Ensure adherence to approved processes, service procedures, and contractual commitments.
• Monitor and manage service performance against agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational targets.
• Review service performance trends and identify opportunities for improvement.
• Coordinate corrective action plans for SLA risks or service deficiencies.
• Track and communicate service performance metrics through regular reporting.

Requirements

• Bachelor’s degree or 5–7 years of experience in a related field.
• Extensive experience in customer and supplier relationships, with the confidence and presence to engage both internal and customer-facing stakeholders.
• Detailed working knowledge of a broad range of IT systems.
• Strong account and delivery skills, with sales support experience in relevant IT/product categories.
• Proven strategic and tactical account support management and services skills.
• Problem-solving capabilities, including the ability to diagnose opportunities with a focus on operational efficiency.

Pay

The annual starting salary for this position is between $71,250 – $95,000. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits

• Medical, dental, and vision insurance
• Life insurance and AD&D insurance
• Disability plans
• Employee Assistance Program
• Paid holidays (up to 12 days annually)
• Paid time off (minimum of 10 days annually, increasing with seniority)
• Paid parental leave (minimum of 10 days annually)
• 401(k) retirement plan
• Flexible Spending Account (FSA) and Health Savings Account (HSA) pre-tax benefits

Candidates must be authorized to work in the United States without the need for current or future employer sponsorship.