Service Delivery Manager at CompuCom Montgomery, AL

Service Delivery Manager job at Compu Com, Montgomery, AL. Compucom Systems, Inc. provides end‑to‑end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. The company employs 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 are looking for a Customer Service Delivery Manager to join our team.

• Enhance the internal and external customer experience by overseeing Service Delivery performance to ensure service levels are achieved.
• Manage an on‑site team of deskside services associates.
• Provide leadership and direction in service management to support business operations, growth, and transformation activities.
• Ensure OLA’s, SLA’s, and third‑party supplier agreements are aligned and able to deliver services within contracted time frames.
• Underpin Operational Level Agreements within delivery units where customer requirements differ from standard service descriptions.
• Accurately forecast demand for services and appropriate cost by account.
• Mitigate service failures and improve quality.
• Act as the functional manager for all service management processes, serving as the escalation point for process owners and directing continuous improvement of service support and delivery processes.
• Investigate and report breaches of OLA’s, SLA’s, and Service Management Processes, and manage the proposal and implementation of solutions to prevent recurrence.
• Prepare status reports for customers in collaboration with internal and external teams.
• Prepare monthly Availability Management Reports for customers and management, highlighting any service exceptions.

• Bachelor’s Degree or 4–8 years of experience in a related field.
• Extensive experience with customer and supplier relationships; confident and present in dealing with internal and external stakeholders.
• ITIL V3 Foundation Certification.
• Detailed working knowledge of a broad range of IT systems.
• Excellent account and delivery skills, including sales support in relevant IT/product categories.
• Strong strategic and tactical account support and services skills.
• Problem–solving capabilities, using various methods to diagnose operational efficiency opportunities.

The annual starting salary for this position is between $62,850 and $92,180 annually. Factors that may affect starting pay include geography, skills, education, experience, and other qualifications of the successful candidate.

• 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 10 days annually, increasing with seniority)
• Paid parental leave (minimum 10 days annually)
• 401(k)
• FSA/HSA pre‑tax benefits

Compu Com 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, genetic information, sexual orientation, gender identity or expression, or any other characteristic protected by law.

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