CompuCom • Atlanta, GA 30309
Job #2686250626
At e X cell , you're more than just a number. Our employee relationship managers support you throughout your engagement, providing career guidance and reemployment assistance. Join e X cell !
Our client has a new opportunity for a Service Delivery Manager to join their team onsite in Atlanta, GA. This resource will be directly accountable for some or all Delivery Services (shared, remote and / or dedicated) and delivery cost to the Program Director. This individual will also represent and be accountable for all Delivery Services such as New Solutions, Acct Expansion, Projects, Transitions / Transformations, implementation of new services and operations (and all associated account management services, e.g., SLAs, CSATs, Cost, Forecast, reporting, trends) to the assigned Program Directors while acting as the single point of ownership for delivery.
Duties and Responsibilities:
Accountable for all delivery cost, growth support and contribution to Gross Margin $
Proactively manages service level achievement and financial performance
Drives customer satisfaction measured via Net Promoter Score (NPS) and CSAT Surveys
Performs account governance activities including lead QBR and MBRs; strategic road mapping in partnership with Program Directors
Aids the Program Directors in driving account plans and incremental growth through projects, adjacency, and accretive opportunities
Provides leadership to associates and manages any personnel or discipline issues
Contributes to hiring and terminations as needed. Oversees all personnel administrative duties, such as weekly timekeeping, vacation scheduling, performance evaluations, annual reviews, etc.
Provides training, coaching, and counseling to direct or matrix subordinates for continuous improvement
Provides input to other matrix management on performance of assigned staff
Expertly manages Service Delivery and client escalations
Implements new tools and capabilities
Partners with Program Director and customer to drive adoption
Manages and oversees multiple project / transition efforts simultaneously across their client(s)
Instills a culture of continuous improvement, innovation, and customer focus
Works closely with the Product Development teams, providing feedback for new requirements and feedback into the roadmap and release plans for delivery capabilities
Skills and Qualifications:
Degree preferred or equivalent technical capabilities / certifications in IT
Minimum 3 to 7+ years of comparable experience
Good problem solving, organizational, and analytical skills, with the leadership ability to gain buy in or acceptance in regard to change
Adaptability to a changing environment and ability to flex communication style as appropriate
Attention to detail, with a focus on interpreting results from data available
Problem solving capabilities, which includes using several methods to help diagnose the opportunity with general focus on operational efficiency
Full COVID-19 vaccination may be required.
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life/AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA/HSA Pre-Tax Benefits, Employee Discounts.
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. ** e X cell Supports Equal Employment Opportunity** e X cell , a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit ~~~ .
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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, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.
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