Service Delivery Manager

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. 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.

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.

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.