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, including new solutions, account expansion, projects, transitions/transformations, implementation of new services and operations, as well as account management services (e.g., SLAs, CSATs, cost, forecast, reporting, trends) to assigned Customer Executives.

Responsibilities

• Enhances the expectations of the internal/external customer experience by overseeing Service Delivery performance as per agreed contract and ensures service levels are achieved.
• Manages an on-site team of deskside services associates.
• Provides leadership and direction in service management to support business operations, growth, and transformation activities.
• Ensures OLAs, SLAs, and third-party supplier agreements align with and deliver services within contracted timeframes.
• Underpins Operational Level Agreements within delivery units where customer requirements differ from standard service descriptions.
• Accurately forecasts demand for services and associated costs by account.
• Mitigates the impact of service failures and improves quality.
• Acts as the functional manager for all service management processes, serving as the escalation point for process owners and driving continuous improvement of service support and delivery processes.
• Investigates and reports all breaches of OLAs/SLAs and Service Management Processes, managing the proposal and implementation of solutions to prevent future occurrences.
• Prepares status reports for customers by collaborating with internal and external teams.
• Prepares 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 $56,250–$75,000. 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.