Service Delivery Manager

2 months ago

Burnaby, British Columbia, Canada CompuCom Systems Inc Full time

Job Summary

CompuCom Systems, Inc. is a leading provider of end-to-end IT managed services. We are seeking a highly skilled Field Services Manager to oversee our technical teams and ensure exceptional service delivery to our clients.

Key Responsibilities

  • Manage key performance indicators (KPIs) for assigned service areas, ensuring alignment with company goals.
  • Develop and implement strategies to meet or exceed contracted service level agreements.
  • Prepare and present service capability presentations to internal stakeholders.
  • Collaborate with local sales teams to drive new business opportunities and expand existing relationships.
  • Schedule projects and manage resources to meet 24/7 client requirements.
  • Work closely with team leads and senior field services managers to optimize queue management, aged calls, service level agreements, inventory, and real-time updates.
  • Provide regular updates to the call management system, ensuring accurate assignment of zip codes to field resources and training matrices.
  • Offer feedback to leadership on staff performance, geographical improvements, and ongoing efforts.
  • Assist in budget development for assigned areas of field services delivery and monitor financial compliance.
  • Serve as a subject matter expert on all service management activities and operations.
  • Manage personnel and discipline issues, including hiring, terminations, and performance evaluations.
  • Provide training, coaching, and counseling to subordinates for continuous improvement.

Requirements

  • 5-7 years of related work experience and a Bachelor's degree, technical training, or an equivalent combination of education and experience.
  • Previous management experience is desirable.
  • Strong analytical, interpersonal, and leadership skills are required.

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