Service Delivery Manager: IT Operations & Governance Lead

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. 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