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 owns the delivery relationship for one or more customers. They are directly accountable for all delivery services (shared, remote, and/or dedicated) and delivery cost to the Customer Executive. This role represents and is accountable for all delivery services such as new solutions, account expansion, projects, transitions/transformations, implementation of new services and operations, as well as all associated account management services (e.g., SLAs, CSATs, cost, forecast, reporting, trends) to the assigned Customer Executives.

Responsibilities

• Enhances the expectations of the internal/external customer experience by overseeing the Service Delivery performance of service to customers as per agreed contract and ensures service levels are achieved.
• Manages an on-site team of deskside services associates.
• Provides leadership and direction in the service management provision to support business running, growth, and transformation activities.
• Ensures OLAs and SLAs and any third-party supplier agreements are in alignment with and capable of delivering services within contracted timeframes.
• Underpins the Operational Level Agreements within the delivery units where specifically needed (i.e., where the customer requirements differ from the service level in standard service descriptions).
• Accurately forecasts the demand for services and appropriate cost by account.
• Works to mitigate the impact of service failures and improve quality.
• Acts as the functional manager for all service management processes, being the escalation point for process owners and giving direction to continuous improvement of all service support and service delivery processes.
• Investigates and reports all breaches of OLAs/SLAs and Service Management Processes and manages the proposal and implementation of solutions to prevent future occurrences.
• Prepares status reports for customers by working with differing internal and external teams.
• Prepares monthly Availability Management Reports for customers and management, highlighting any 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 deal with customers and suppliers both internally and externally.
• Detailed working knowledge of a very broad range of IT systems.
• Excellent account and delivery skills, sales support with relevant IT/product categories.
• Strong strategic and tactical account support management and services skills.
• Problem-solving capabilities, including using several methods to diagnose opportunities with a general focus on operational efficiency.

Pay

The annual starting salary for this position is between $60,000 – $80,000. Factors which may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• AD&D insurance
• Disability plans
• Employee Assistance Program
• Paid holidays (up to 12 days annually)
• Paid time off (minimum of 10 days annually, which increases with seniority level)
• Paid parental leave (minimum of 10 days annually)
• 401(k)
• FSA/HSA pre-tax benefits