IT Service Delivery Lead: Client Success & SLAs

Compucom; North Carolina; On-site; USD 54,000 - 72,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

AD&D insurance

Disability plans

Employee Assistance Program

Job summary

Compucom Systems, Inc. is seeking a Service Delivery Manager to own the delivery relationship for one or more customers and be accountable for all Delivery services and costs.

The role covers New Solutions, Account Expansion, Projects, Transitions/Transformations, and related account management activities to executives. The role requires strong delivery leadership, experience with SLAs/OLAs, forecast and reporting, and coordination with cross-functional teams to maintain high customer

Qualifications

• Bachelor's Degree or 3–7 years of related field experience.
• Extensive experience managing customer and supplier relationships.
• Broad working knowledge of IT systems and strong delivery skills.

Responsibilities

• Enhances the expectations of the internal/external customer experience by overseeing the Service Delivery performance according to contract and ensuring service levels are achieved.
• Manage an on-site team of deskside services associates.
• Provides leadership and direction in service management to support business running, growth and transformation.
• Ensures OLAs and SLAs and third-party agreements align with contracted timeframes.
• Underpins the Operational Level Agreements within the delivery units as needed.
• Forecasts demand for services and appropriate cost by account.
• Mitigates impact of service failures and improves quality.
• Acts as the functional manager for all service management processes and directs continuous improvement.
• Investigates and reports breaches of OLAs/SLA and manages solutions.
• Prepares status reports for Customers with internal/external teams.
• Prepares monthly Availability Management Reports highlighting service exceptions.

Skills

Customer relationships

Delivery skills

Strategic account support

Sales support

Operational efficiency

Education

Bachelor's Degree

Job description

Compucom Systems, Inc. is seeking a Service Delivery Manager to own the delivery relationship for one or more customers and be accountable for all Delivery services and costs.

The role covers New Solutions, Account Expansion, Projects, Transitions/Transformations, and related account management activities to executives. The role requires strong delivery leadership, experience with SLAs/OLAs, forecast and reporting, and coordination with cross-functional teams to maintain high customer