Service Delivery Manager

Why Compucom? (Overview)

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.

What We Need & What You'll Do (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.
• Contributes to a team of key internal stakeholders in the NOC and account team to help deliver a quality product to the client.
• 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.
• Be the onsite liaison between the operations team and the client, including handling requests for high-priority issues and escalations.
• 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.

Who You Are (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
• 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.

Our benefits include :

Health Insurance (Medical, Dental, Vision)

Basic Life / AD&D

Employee Assistance Program

Paid Holidays

Paid Time Off

401(k)

FSA / HSA Pre-Tax Benefits

Discounts

Life / Disability Plans