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. This role will be onsite in Atlanta, GA 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. + 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. 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, 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. 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 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, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law. Apply/Socialize California Residents:Click hereto access the California Privacy Notice. Fair Chance Ordinance We will consider for employment qualified applicants with arrest and conviction recordsCity & County of San Francisco Fair Chance Ordinance (https://sfgov.org/olse/sites/default/files/Document/FCO%20Poster%20Set%20All%20Languages%2010%2001%2018.pdf) . Socialize this job opportunity to a friend, colleague, or family member: Posted Date6 months ago(5/30/2024 10:12 AM) Posting Location Atlanta, GA Req # R0034184 Category Management CompuCom Systems, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans.