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Xerox
Atlanta
Service Delivery Manager **General Information** Press space or enter keys to toggle section visibility Country United States Department Service Delivery Date Tuesday, June 18, 2024 Working time Full-time Ref# 20033489 Job Level Executive Manager Job Type Experienced Job Field Service Delivery Seniority Level Associate Currency USD - United States
Job Source: XeroxTruist
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**The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check s
Job Source: TruistRegions Bank
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Job Source: Lowe'sAtlanta
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.
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We will consider for employment qualified applicants with arrest and conviction recordsCity & County of San Francisco Fair Chance Ordinance (rg/olse/sites/default/files/Document/FCO%20Poster%20Set%20All%20Languages%2010%2001%2018.pdf) .
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Posted Date1 month 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.
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