Service Delivery Operations

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections that have real specific content. The posting includes: "Why join CompuNet?" (intro). Then description of company values, mission, compensation package. Then "CompuNet is seeking a Service Delivery Manager..." then responsibilities list (Essential Duties & Responsibilities). Then "Travel Expectations". Then "Required Qualifications: Education & Experience". Then "Skills & Abilities". Then "Who we are". Also mention benefits: "We offer a generous total compensation package for our employees, including competitive wages, medical, dental, vision, PTO, company-matching retirement plans, profit-sharing and more." That's benefits. No explicit Pay or Schedule specifics besides occasional travel expectation. No explicit salary numbers. So we should not create Pay or Schedule sections unless specific content. Travel Expectations could be under Schedule? But schedule is about work hours, not travel. The instruction: include a section ONLY when posting has real, specific content for it. Travel Expectations is specific content; but we don't have a heading for Travel. Could we put it under a generic section? The allowed headings list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Travel Expectations could be considered part of Responsibilities or maybe Schedule? Not exactly. Probably we should not create a heading for Travel Expectations; we could incorporate that paragraph under Responsibilities or maybe under a generic

after responsibilities. The instruction says we must not repeat job title as heading; we can have About the role (intro). Responsibilities (the essential duties). Requirements (maybe education & experience). Qualifications (maybe same as Requirements? Might be redundant). Skills (skills & abilities). Benefits (compensation package). We should not create Pay or Schedule unless specific. So we will output sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits. Possibly also "Who we are" could be About the role? Actually About the role could include the why join and mission. We'll put that in About the role. We need to preserve all substantive information, not invent or summarize away detail. Must not omit details. So we need to include all bullet points from responsibilities, qualifications, skills, benefits, etc. Must not omit any. We must use

for section headings. Use

• for any list of duties/requirements/benefits, and

  for prose. We need to avoid repeating job title as heading. Not include Job ID etc. We must remove boilerplate: EEO etc. At end there is "We are an equal opportunity employer..." that's boilerplate; remove. Also remove duplicated lines, cookie/navigation/legal etc. Not present. We need to ensure we keep all substantive info: The "Why join CompuNet?" paragraph, mission, values, compensation package description. Then the role description: Service Delivery Manager tracks resource allocation etc. Then the Essential Duties & Responsibilities list (many bullet-like sentences). Then Travel Expectations paragraph. Then Required Qualifications: Education & Experience list (bullet points). Then Skills & Abilities list (bullet points). Then Who we are paragraph (description of company). We'll incorporate that into About the role maybe. We must not create sections with filler like "commensurate with experience". Not present. We'll structure:

  About the role

  Why join CompuNet? CompuNet values its people more than any other asset—and realizes the contributions made by each employee are a reflection of their education, experience, certifications, expertise and passions. We strive to take care of each other, do the right thing and help our customers succeed. We work to build lasting relationships and are proud that our customers across many industries see us as a trusted advisor. Putting the customer at the center of every engagement, our mission is to design, test, deploy and support the right IT solutions for every customer. We offer a generous total compensation package for our employees, including competitive wages, medical, dental, vision, PTO, company-matching retirement plans, profit-sharing and more. CompuNet is seeking a Service Delivery Manager to join our organization-wide Service Delivery team. Collectively, Service Delivery ensures that CompuNet professional services projects are completed on time, adhere to quality-of-delivery standards, and achieve desired outcomes for our customers. A Service Delivery Manager tracks resource allocation throughout the project lifecycle, maintains data integrity in core systems, ensures project deliverables meet CompuNet's standards, and manages organizational risk by reviewing project commitments and timelines. The Service Delivery Manager will monitor service opportunities, projects, and associated resources within a region – working with regional leadership to normalize workloads, mitigate potential risks, enable engineers and project managers in the field, and ensure a high-quality experience. This position requires quick transitions between detail-oriented tasks and director-level planning – blending data analysis, resource management, team leadership, and director-level communication skills into a single role. To be successful, the Service Delivery Manager must aspire to truly understand and enable the people and processes that drive CompuNet's professional services business, while transforming operational data into actionable insights that support strategic decision-making, resource optimization, and customer success.

  Then Responsibilities:

  Responsibilities

  • Resource Management Services Pipeline Tracking & Reporting – monitor all service opportunities and forecasted resource commitments, from the time a deal is created through customer acceptance. This includes on-time development and delivery of work orders and/or Statements of Work (SOWs).
  • Project Set-up - Collaborate with cross-functional teams to review and validate project documentation for accuracy and completeness. Following validation, configure projects based on various billing methods, ensuring all processes and data are correctly established to support accurate time and expense tracking.
  • Project Scheduling – following customer acceptance of a SOW, track project scheduling and activation of assigned resources against expected timeframes.
  • Monitor Resource Utilization – quantify, track, and forecast the workload of market resources (primarily engineers) across open deals (pre-sales) and project (post-sales) commitments.
  • Work with Sales Operations to ensure appropriate tracking tools and artifacts are in place (deals, project setup, tickets by phase, etc.).
  • Measure Schedule Variance – maintain a cadence of communication with project teams to ensure projects are progressing as planned and closed out at their expected end dates. Forecast the effects on "project horizon" and burn rate.
  • Resource Conflicts – proactively alert Regional Leadership of potential project risks due to over utilized resources. Help develop a strategy to redistribute project work across market resources.
  • Intra-Market Collaboration – communicate with Service Delivery Managers who serve the other regions, maintain a high-level understanding of organizational bottlenecks and resource availability.
  • Resource Development – Collaborate with the regional Engineering Director to forecast resource demand using pipeline, backlog, and project horizon data to support resource development, strategic staffing, and hiring decisions.
  • Quality Assurance SOW Approvals – act as the final approver for all SOWs created within a region. This responsibility includes providing constructive feedback to SOW authors and ensuring all SOW content adheres to a set of pre-defined quality and clarity standards.
  • Spot Check Customer Deliverables – periodically review project artifacts, ensuring they fulfill commitments made in the SOW and meet CompuNet's standards for quality, consistency, and the application of branding.
  • Control Schedule Variance - work with Project Managers and Project Leads to track high-level project timelines, ensure projects are scheduled and completed within committed deadlines.
  • Extend Services Pipeline Visibility – collaborate with the region's Sales Director and Account Executives to manage data entered in the MyHive Deals tool. Deals that include professional services should contain accurate status, estimated close date, and resources assignments; if information is incorrect, follow up with the Account Executive to update the information in a timely manner.
  • Standards Development – contribute to the development of guidelines and standards for Service Delivery and foster a culture of accountability that upholds these standards.
  • Deliverable Customization & Proof Reading – direct engineers to appropriate delivery standards and templates maintained by Service Portfolio. Using guidelines and training provided by Service Portfolio departments, coach engineers to meet expectations for finished customer deliverables and provide proof reading support as needed.
  • Business Operations Intelligence Data Dashboards – develop and maintain operational dashboards that provide visibility into services pipeline, backlog, utilization, project health, revenue forecasting, customer satisfaction, and delivery performance.
  • Trending Analysis – analyze trends across project execution, resource allocation, billable utilization, schedule variance, and delivery outcomes to identify operational risks and opportunities.
  • Actionable Insights – translate deal and project data into actionable insights and recommendations through Power BI for Regional Leadership, Domain Leadership, and executive audiences.
  • Data Integrity – identify data quality issues and drive corrective actions to improve reporting reliability and business intelligence capabilities.
  • Risk Management Project Closeout – at the conclusion of a project or service contract, coordinate with the Project Manager and/or Project Lead to ensure all project and service-related items are closed out appropriately (deals, project tickets, document repositories, customer signoff and closeout documentation, invoicing, decommission temporary access or accounts, etc.).
  • SOWs and Service Contracts – identify potential project-based or contractual risk in SOWs, work with Operations (Legal) to ensure appropriate measures are put in place to minimize the risk.
  • Burnout Prevention – proactively identify resources at risk of over-utilization, overload, and/or burnout. Escalate observations to the Engineering Director and work with them to redistribute project workloads.
  • One CompuNet – identify potential for opportunity or project overlap within customer accounts and ensure disparate project teams are communicating and coordinating appropriately.
  • Escalate Risks – integrate with Regional Leadership and participate in a regular cadence of strategy and coordination meetings. Use these leadership touchpoints as opportunities to escalate risks to customer satisfaction, resource metrics, or project indicators, such as schedule and budget.
  Then Travel Expectations maybe as a paragraph under Responsibilities? Could add a

  after list: "Travel Expectations Occasional, pre-planned travel to the region may be required (e.g., training, customer events, QBRs, etc.)." We'll put as a

  after the list. Then Requirements (Education & Experience):

  Requirements

  • Bachelor's degree in a business-related field or 4+ years of equivalent work experience.
  • 1 to 3 years of previous project management, operations, and/ or relevant consulting experience.
  • Demonstrated Experience Managing, delivering, or supporting professional and/or consulting services.
  • Technical writing and/or reviewing technical documentation for clarity, language, and grammar.
  • Efficiently tracking and communicating with leadership roles and a variable group of stakeholders.
  • Utilizes critical thinking to identify patterns and assess risks in projects and tasks.
  • Career experience using ConnectWise Manage and/or Microsoft Dynamics for project set-up, tracking, and data management.
  • Applied experience using PowerBI as a platform for reporting, risk analysis, and actionable insights.
  • Building and maintaining Power BI dashboards, reports, and data visualizations.
  • Interpreting operational and financial data to support business decisions.
  • Performing trend analysis, forecasting, and capacity planning in a professional services or project-based environment.
  Then Skills & Abilities:

  Skills

  • Resource and Quality Management – proficiency in tracking, allocating project resources, and assuring the quality of deliverables and services.
  • Risk Mitigation and Problem Solving – skills in identifying and strategically resolving potential project risks, overlaps, and related issues.
  • Communication and Collaboration – strong interpersonal skills for liaising with diverse internal teams and expertise in