Service Delivery Manager

Role Overview

As a Service Delivery Manager / Customer Service Delivery Manager at Compucom, you will own the delivery relationship for one or more customers. You’ll be directly accountable for delivery services and delivery cost to the Customer Executive, including service performance, account expansion support, projects, transitions/transformations, and ongoing operational account management.

Responsibilities

• Oversee Service Delivery performance to ensure services meet agreed contract terms, including shared, remote, and/or dedicated delivery.
• Ensure Service Levels (SLA/OLAs) and third-party supplier agreements are aligned and capable of meeting contracted timeframes.
• Establish/underpin Operational Level Agreements (OLAs) where customer requirements differ from standard service descriptions.
• Forecast service demand and manage/forecast delivery costs by account.
• Mitigate service failures, improve service quality, and drive operational efficiency.
• Act as the functional manager for service management processes, serving as the escalation point for process owners and directing continuous improvement.
• Investigate and report OLA/SLA breaches and manage proposals/implementation of corrective actions to prevent recurrence.
• Produce customer status reports, working with internal and external teams.
• Prepare monthly Availability Management Reports highlighting service exceptions for customers and management.
• Manage and lead an on-site team of deskside services associates, providing direction for business running, growth, and transformation activities.

Requirements

• Bachelor’s degree or 4–8 years of related experience.
• Extensive experience managing customer and supplier relationships with strong customer-facing presence.
• ITIL v3 Foundation Certification.
• Broad, detailed working knowledge of IT systems.
• Strong account and delivery management skills, including support for sales activities related to relevant IT/product categories.
• Problem-solving skills with methods focused on diagnosing opportunities and improving operational efficiency.

Salary & Benefits

• Annual starting salary: $75,750 – $101,000 (based on geography/market, skills, education, experience, and qualifications).
• Benefits (subject to eligibility): medical, dental, vision, life, AD&D, disability, Employee Assistance Program, paid holidays and time off, paid parental leave, 401(k), and FSA/HSA pre-tax benefits.