Service Delivery Manager

CompuCom; Annapolis (MD); 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

Paid holidays

Paid time off

Parental leave

401(k)

FSA/HSA

Job summary

CompuCom is seeking a Service Delivery Manager to own the delivery relationship for one or more customers and to be accountable for all delivery services, costs, and related account management activities across shared, remote, and/or dedicated delivery models.

The role involves leading an on-site deskside team, ensuring SLAs/OLAs, forecasting demand and costs, and driving continuous improvement in service delivery for business operations.

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.
• Excellent account and delivery skills with IT/product knowledge.
• Strong strategic and tactical account support and service skills.
• Problem solving with focus on operational efficiency.

Responsibilities

• Oversee service delivery performance to meet contract SLAs.
• Manage on-site deskside services team.
• Provide leadership for service management to enable business operations.
• Ensure OLAs and SLAs align with supplier agreements.
• Forecast demand and cost by account.
• Prepare status reports and monthly availability reports.

Skills

Customer relationships

Supplier relationships

IT systems knowledge

Account management

Delivery skills

Problem solving

Education

Bachelor's Degree or related experience

Job description

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We’re looking for a Service Delivery Manager to join our team.

The Service Delivery Manager owns the delivery relationship for one or more customers. They will be directly accountable for all Delivery services (shared, remote and/or dedicated) and Delivery cost to the Customer Executive. This individual will also represent and be accountable for all Delivery services such as New Solutions, Account Expansion, Projects, Transitions/Transformations, implementation of new services and operations, as well as all associated account management services (e.g., SLAs, CSATs, Cost, Forecast, reporting, trends) to the assigned Customer Executives.

Responsibilities:

• Enhances the expectations of the internal/external customer experience by overseeing the Service Delivery performance of service to customers as per agreed contract and ensures service levels are achieved.
• Manage an on-site team of deskside services associates.
• Provides leadership and direction in the service management provision to support business running, growth and transformation activities.
• Ensures OLA’s and SLA’s and any third-party supplier agreements are in alignment with and capable of delivering services within contracted timeframes.
• Underpins the Operational Level Agreements within the delivery units where specifically needed (i.e., where the customer requirements differ from the service level in standard service descriptions).
• Accurately forecasting the demand for services, and appropriate cost by account.
• Works to mitigate the impact of service failures and improve quality.
• Acts as the functional manager for all service management processes, being the escalation point for process owners and giving direction to continuous improvement of all service support and service delivery processes.
• Investigates and reports all breaches of OLA’s/SLA’s and Service Management Processes and manages the proposal and implementation of solutions to prevent future occurrences.
• Prepares Status reports for Customers by working with differing internal and external teams.
• Prepares monthly Availability Management Reports for Customers and Management, highlighting any service exceptions.

Skills and Qualifications:

• Bachelor's Degree or 3-7 years of experience in a related field.
• Extensive experience of Customer and supplier relationships, confidence, and presence to deal with customers and suppliers both internal and customer facing.
• Detailed working knowledge of a very broad range of IT systems.
• Excellent account & delivery skills, sales support with relevant IT/Product categories.
• Strong strategic and tactical account support management & services skills.
• Problem solving capabilities, which includes using several methods to help diagnose the opportunity with general focus on operational efficiency.

Wage Range:

The annual starting salary for this position is between $54,000 – $72,000 annually. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits. More detailed information can be found here. (https://www.compucom.com/wp-content/uploads/2025/06/2025-Compucom_Benefits-Summary_FINAL-rev-04-07-25_Legal.pdf)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Expiration Date:

This posting is anticipated to remain open until 10/10/2026.

Equal Employment Opportunity:

Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.

Work Authorization:

Candidates must be authorized to work in the United States without the need for current or future employer sponsorship.

Arizona Applicants:

TO THE EXTENT REQUIRED BY APPLICABLE LAW, THE COMPANY MAINTAINS A SMOKE-FREE WORKPLACE.

California Residents:

PLEASE REVIEW THE CALIFORNIA CONSUMER PRIVACY ACT NOTICE (https://www.compucom.com/wp-content/uploads/2025/09/Compucom-California-Consumer-Privacy-Act-Notice.pdf)

We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance.

Maryland Applicants:

UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A LIE DETECTOR OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.

Massachusetts Applicants:

IT IS UNLAWFUL IN MASSACHUSETTS TO REQUIRE OR ADMINISTER A LIE DETECTOR TEST AS A CONDITION OF EMPLOYMENT OR CONTINUED EMPLOYMENT. AN EMPLOYER WHO VIOLATES THIS LAW SHALL BE SUBJECT TO CRIMINAL PENALTIES AND CIVIL LIABILITY.

Rhode Island Applicants:

THE COMPANY IS SUBJECT TO CHAPTERS 29-38 OF TITLE 28 OF THE GENERAL LAWS OF RHODE ISLAND, AND IS THEREFORE COVERED BY THE STATE’S WORKERS’ COMPENSATION LAW.

On-Camera Video Interview Notice:

Candidates selected to interview must participate in live, on-camera video interviews for identity verification and assessment purposes. Interviews will be recorded where permitted by law. Participation and consent to applicable recording requirements are required to continue in the hiring process. Failure to participate in required on-camera interviews may result in removal from further consideration for employment.

CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.