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CSD - Customer Service Delivery Senior Manager

Company: CompuCom
Location: Troy
Posted on: September 11, 2021

Job Description:

The Customer Service Delivery Senior Manager is 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, 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 Customer Executives while acting as the Single Point of Ownership for Delivery.


· 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)

· Performs account governance activities including lead QBR and MBRs; strategic road mapping in partnership with Customer Executives

· Aids the Regional CSD and assigned Customer Executives to drive account plans and incremental growth through projects, adjacency, and accretive opportunities

· Manages and influences as part of a matrix team:

o Provides leadership to associates and manages any personnel or discipline issues

o Contributes to hiring and terminations as needed. Oversees all personnel administrative duties, such as weekly timekeeping, vacation scheduling, performance evaluations, annual reviews, etc.

o Provides training, coaching, and counseling to direct or matrix subordinates for continuous improvement

o 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 CE and customer to drive adoption

· Manages and oversees multiple project/transition efforts simultaneously across their Client(s)

· Instills a culture of continuous improvement and customer focus

§ Works closely with the Regional CSD and Product Development teams, providing feedback for new requirements and feedback into the roadmap and release plans for delivery capabilities.

Important leadership skills:

o Pride in quality outcomes

o Client Delivery Management experience

o Courage in decision making

o Collaborative

o Open-Minded

o Confident

o Organizational Influence

o Empowers others

This role reports directly to the Regional CSD.



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.

Keywords: CompuCom, Troy , CSD - Customer Service Delivery Senior Manager, Other , Troy, Michigan

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