Service Delivery Manager

Compucom; Richmond (VA); On-site; USD 71,000 - 95,000; 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

Paid parental leave

401(k)

FSA/HSA pre-tax benefits

Job summary

Compucom Systems, Inc. is seeking a Service Delivery Manager to provide operational leadership, governance, and continuous improvement for client services in Richmond, VA.

You will coordinate across service towers, external providers, and customer stakeholders to ensure contractual obligations and SLAs are met, while driving performance reporting and improvement. The role requires strong account and delivery skills, broad IT systems knowledge, and the ability to align delivery activities with

Qualifications

• Bachelor's Degree or 5-7 years of experience in a related field.
• Extensive experience managing customer and supplier relationships, with internal and customer-facing presence.
• Solid working knowledge of a broad range of IT systems.
• Excellent account and delivery skills with sales support in relevant IT/Product areas.
• Strong strategic and tactical account support management and services capabilities.
• Problem solving skills with focus on operational efficiency.

Responsibilities

• Serve as the primary operational point of contact for all service delivery matters.
• Facilitate operational governance between Customer and Compucom stakeholders.
• Coordinate service reviews, operational meetings, and governance forums.
• Maintain awareness of Customer business priorities and align service delivery activities accordingly.
• Ensure adherence to approved processes, service procedures, and contractual commitments.
• Monitor and manage service performance against SLAs, KPIs, and targets.
• Review service performance trends and identify improvement opportunities.
• Coordinate corrective action plans for SLA risks or deficiencies.
• Track and communicate service performance metrics through regular reporting.

Skills

Customer relationships

Supplier relationships

IT systems knowledge

Account management

Delivery skills

Problem solving

Education

Bachelor's degree or 5-7 years experience in related field

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 will provide operational leadership, service governance, escalation management, service reporting, and continual service improvement activities. They will act as the liaison between Customer stakeholders and Compucom delivery teams to ensure Services are delivered in accordance with contractual obligations, Service Levels, operational procedures, and approved governance processes. The SDM will coordinate resources across Compucom service towers, third-party providers, and Customer stakeholders as necessary to support service delivery objectives.

This position is onsite in Richmond, VA

Responsibilities

• Serve as the primary operational point of contact for all service delivery matters.
• Facilitate operational governance between Customer and Compucom stakeholders.
• Coordinate service reviews, operational meetings, and governance forums.
• Maintain awareness of Customer business priorities and align service delivery activities accordingly.
• Ensure adherence to approved processes, service procedures, and contractual commitments.
• Monitor and manage service performance against agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational targets.
• Review service performance trends and identify opportunities for improvement.
• Coordinate corrective action plans for SLA risks or service deficiencies.
• Track and communicate service performance metrics through regular reporting.

Skills & Qualifications

• Bachelor's Degree or 5-7 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 $71,250 – $95,000 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 [10/24/2026.

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.