Service Delivery Operations

Why join CompuNet? CompuNet values its people more than any other asset—and realizes the contributions made by each employee are a reflection of their education, experience, certifications, expertise and passions. We strive to take care of each other, do the right thing and help our customers succeed.  We work to build lasting relationships and are proud that our customers across many industries see us as a trusted advisor. Putting the customer at the center of every engagement, our mission is to design, test, deploy and support the right IT solutions for every customer. We offer a generous total compensation package for our employees, including competitive wages, medical, dental, vision, PTO, company-matching retirement plans, profit-sharing and more.  CompuNet is seeking a Service Delivery Manager to join our organization-wide Service Delivery team. Collectively, Service Delivery ensures that CompuNet professional services projects are completed on time, adhere to quality-of-delivery standards, and achieve desired outcomes for our customers. A Service Delivery Manager tracks resource allocation throughout the project lifecycle, maintains data integrity in core systems, ensures project deliverables meet CompuNet’s standards, and manages organizational risk by reviewing project commitments and timelines. The Service Delivery Manager will monitor service opportunities, projects, and associated resources within a region – working with regional leadership to normalize workloads, mitigate potential risks, enable engineers and project managers in the field, and ensure a high-quality experience. This position requires quick transitions between detail-oriented tasks and director-level planning – blending data analysis, resource management, team leadership, and director-level communication skills into a single role. To be successful, the Service Delivery Manager must aspire to truly understand and enable the people and processes that drive CompuNet’s professional services business, while transforming operational data into actionable insights that support strategic decision-making, resource optimization, and customer success. Essential Duties & Responsibilities The Service Delivery Manager will report to the Manager of Service Delivery and work closely with the Sales and Engineering Directors in a region (together “Regional Leadership”) to fulfill the following areas of responsibility. Resource Management Services Pipeline Tracking & Reporting – monitor all service opportunities and forecasted resource commitments, from the time a deal is created through customer acceptance. This includes on-time development and delivery of work orders and/or Statements of Work (SOWs). Project Set-up - Collaborate with cross-functional teams to review and validate project documentation for accuracy and completeness. Following validation, configure projects based on various billing methods, ensuring all processes and data are correctly established to support accurate time and expense tracking. Project Scheduling – following customer acceptance of a SOW, track project scheduling and activation of assigned resources against expected timeframes. Monitor Resource Utilization – quantify, track, and forecast the workload of market resources (primarily engineers) across open deals (pre-sales) and project (post-sales) commitments. Work with Sales Operations to ensure appropriate tracking tools and artifacts are in place (deals, project setup, tickets by phase, etc.). Measure Schedule Variance – maintain a cadence of communication with project teams to ensure projects are progressing as planned and closed out at their expected end dates. Forecast the effects on “project horizon” and burn rate. Resource Conflicts – proactively alert Regional Leadership of potential project risks due to over utilized resources. Help develop a strategy to redistribute project work across market resources. Intra-Market Collaboration – communicate with Service Delivery Managers who serve the other regions, maintain a high-level understanding of organizational bottlenecks and resource availability. Resource Development – Collaborate with the regional Engineering Director to forecast resource demand using pipeline, backlog, and project horizon data to support resource development, strategic staffing, and hiring decisions. Quality Assurance SOW Approvals – act as the final approver for all SOWs created within a region. This responsibility includes providing constructive feedback to SOW authors and ensuring all SOW content adheres to a set of pre-defined quality and clarity standards. Spot Check Customer Deliverables – periodically review project artifacts, ensuring they fulfill commitments made in the SOW and meet CompuNet’s standards for quality, consistency, and the application of branding. Control Schedule Variance - work with Project Managers and Project Leads to track high-level project timelines, ensure projects are scheduled and completed within committed deadlines. Extend Services Pipeline Visibility – collaborate with the region’s Sales Director and Account Executives to manage data entered in the MyHive Deals tool. Deals that include professional services should contain accurate status, estimated close date, and resources assignments; if information is incorrect, follow up with the Account Executive to update the information in a timely manner. Standards Development – contribute to the development of guidelines and standards for Service Delivery and foster a culture of accountability that upholds these standards. Deliverable Customization & Proof Reading – direct engineers to appropriate delivery standards and templates maintained by Service Portfolio. Using guidelines and training provided by Service Portfolio departments, coach engineers to meet expectations for finished customer deliverables and provide proof reading support as needed. Business Operations Intelligence Data Dashboa