IT Service Delivery Lead – Customer Success & Growth

Compucom; New York (NY); On-site; USD 54,000 - 72,000; Full time

Job summary

Compucom is seeking a Service Delivery Manager to own the delivery relationship for one or more customers and oversee all delivery services, including new solutions, transitions, and cost forecasting. You will manage an on-site team of deskside services, ensure SLAs/OLAs align with contracts, and drive continuous service improvements across the account to support business operations and growth.

This role requires strong customer/supplier relationships, broad IT systems knowledge, and a proven

Qualifications

• Bachelor's degree or 3–7 years of related experience.
• Extensive experience managing customer and supplier relationships.
• Strong knowledge of a broad range of IT systems.
• Excellent account and delivery skills with sales support.
• Strong strategic and tactical account support and services skills.
• Problem-solving abilities with focus on operational efficiency.

Responsibilities

• Enhances customer experience by overseeing Service Delivery performance and ensuring service levels are met.
• Manage an on-site team of deskside services associates.
• Provide leadership in service management to support business operations, growth and transformation.
• Ensure OLAs and SLAs and third-party agreements align with contracted timeframes.
• Forecast demand for services and appropriate cost by account.
• Mitigate impact of service failures and improve quality.
• Serve as the escalation point for process owners and drive continuous improvement of service delivery processes.
• Investigate and report breaches of SLAs/OLAs and propose solutions to prevent recurrence.
• Prepare status reports for customers and monthly availability reports.

Skills

Customer relationships

Delivery management

SLA/OLA governance

Forecasting & reporting

Problem solving

Education

Bachelor's degree

Job description

Compucom is seeking a Service Delivery Manager to own the delivery relationship for one or more customers and oversee all delivery services, including new solutions, transitions, and cost forecasting. You will manage an on-site team of deskside services, ensure SLAs/OLAs align with contracts, and drive continuous service improvements across the account to support business operations and growth.

This role requires strong customer/supplier relationships, broad IT systems knowledge, and a proven