Service Delivery Manager

Compucom; United States; On-site; USD 62,000 - 93,000; Full time

Job summary

Compucom seeks a Service Delivery Manager to oversee delivery relationships for clients. This role involves managing service performance, directing on-site teams, and ensuring compliance with service agreements. The ideal candidate will have a strong background in customer relations and operational management, coupled with the ability to enhance the overall customer experience.

Benefits

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability plans

Paid holidays

401(k)

FSA/HSA pre-tax benefits

Qualifications

• Bachelor's Degree or relevant experience (4-8 years).
• Extensive experience in Customer and supplier relationships.
• ITIL V3 certification required.

Responsibilities

• Manage delivery performance and ensure service levels.
• Lead on-site team, forecast service demand and costs.
• Act as escalation point for service management processes.

Skills

Customer Relationships

Problem Solving

Operational Efficiency

Education

Bachelor's Degree

4-8 years of experience

Tools

ITIL V3 Foundation Certification

Job description

Join to apply for the Service Delivery Manager role at Compucom

Join to apply for the Service Delivery Manager role at Compucom

Get AI-powered advice on this job and more exclusive features.

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 Customer 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 4-8 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.
• ITIL V3 Foundation Certification.
• 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 $62,850 – $92,180 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.

This posting is anticipated to remain open until 8/9/2025

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at Compucom by 2x

Sign in to set job alerts for “Service Project Manager” roles.

Technical Project Manager, Product Localization

Senior Project Manager, Customer Experience

Sr. Project Manager with Corporate Functions/Legal Experience - Remote

Technical Project Manager with Insurance Domain Experience - Remote

Project Manager, Senior Change Consultant

Sr. Project Manager with ERP and Azure DevOps - Remote

Associate Biospecimen Project Manager - Scientific Operations

New York City Metropolitan Area $80.00-$85.00 3 days ago

Technical Project Manager (Data Analysis)

Technical Program/ Project Manager with Guidewire Experience - Remote

Technical Program Manager/Project Implementation Manager

United States $90,000.00-$130,000.00 4 days ago

Technical Project Manager, Security - Contract

New York City Metropolitan Area 1 month ago

Technical Project Manager - High Performance Computing (HPC)

Director of Project Management (Audio/Visual)

Washington, DC $120,000.00-$150,000.00 2 weeks ago

Senior Technical Project Manager (Information Systems Specialist 8) 100 % Remote Work

Senior / Project Manager - Obesity/Diabetes/GLP1 - Europe - Remote

California, United States $144,000.00-$205,200.00 4 days ago

Connecticut, United States $144,000.00-$205,200.00 4 days ago

Director of Project Management (Audio/Visual)

Baltimore, MD $120,000.00-$150,000.00 2 weeks ago

Director of Project Management (Audio/Visual)

Ashburn, VA $120,000.00-$150,000.00 2 weeks ago

Delaware, United States $144,000.00-$205,200.00 4 days ago

Georgia, United States $144,000.00-$205,200.00 4 days ago

United States $120,000.00-$220,000.00 1 week ago

Sr. EPMO Project Manager (REMOTE) - Must Have ERP Implementation Exp.

SAP Technical Project Manager – E-Commerce Integration

United States $82,000.00-$169,000.00 3 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.