Service Delivery Manager

About the role

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize, and small businesses. As a Service Delivery Manager, you will own the delivery relationship for one or more customers, directly accountable for all delivery services (shared, remote, and/or dedicated) and delivery cost to the Customer Executive. You will represent and be accountable for all delivery services, including new solutions, account expansion, projects, transitions/transformations, implementation of new services, operations, and associated account management services (e.g., SLAs, CSATs, cost, forecast, reporting, trends).

Responsibilities

• Enhance the expectations of the internal/external customer experience by overseeing service delivery performance as per agreed contracts and ensure service levels are achieved.
• Manage an on-site team of deskside services associates.
• Provide leadership and direction in service management to support business operations, growth, and transformation activities.
• Ensure OLAs, SLAs, and third-party supplier agreements align with and deliver services within contracted timeframes.
• Underpin Operational Level Agreements within delivery units where customer requirements differ from standard service descriptions.
• Accurately forecast demand for services and associated costs by account.
• Mitigate the impact of service failures and improve quality.
• Act as the functional manager for all service management processes, serving as the escalation point for process owners and driving continuous improvement.
• Investigate and report all breaches of OLAs/SLAs and service management processes, managing the proposal and implementation of solutions to prevent future occurrences.
• Prepare status reports for customers by collaborating with internal and external teams.
• Prepare monthly Availability Management Reports for customers and management, highlighting service exceptions.

Requirements

• Bachelor's Degree or 3-7 years of experience in a related field.
• Extensive experience in customer and supplier relationships, with confidence and presence to engage both internally and externally.
• 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 diagnosing opportunities with a focus on operational efficiency.

Pay

The annual starting salary for this position is between $54,000 – $72,000. Factors affecting starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits

• Medical, dental, and vision insurance.
• Life insurance, AD&D insurance, and disability plans.
• Employee Assistance Program (EAP).
• 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.

Benefits are subject to applicable eligibility requirements.