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.
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.
