Service Delivery Operations

CompuNet•Meridian, ID

About The Position

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.

Requirements

Bachelor’s degree in a business-related field or 4+ years of equivalent work experience.
1 to 3 years of previous project management, operations, and/ or relevant consulting experience.
Demonstrated Experience Managing, delivering, or supporting professional and/or consulting services.
Technical writing and/or reviewing technical documentation for clarity, language, and grammar.
Efficiently tracking and communicating with leadership roles and a variable group of stakeholders.
Utilizes critical thinking to identify patterns and assess risks in projects and tasks.
Career experience using ConnectWise Manage and/or Microsoft Dynamics for project set-up, tracking, and data management.
Applied experience using PowerBI as a platform for reporting, risk analysis, and actionable insights.
Building and maintaining Power BI dashboards, reports, and data visualizations.
Interpreting operational and financial data to support business decisions.
Performing trend analysis, forecasting, and capacity planning in a professional services or project-based environment.
Proficiency in tracking, allocating project resources, and assuring the quality of deliverables and services.
Skills in identifying and strategically resolving potential project risks, overlaps, and related issues.
Strong interpersonal skills for liaising with diverse internal teams and expertise in team-oriented task management.
Ability to communicate analytical findings to both technical and non-technical stakeholders, including executive leadership.
Proficiency in guiding team members, upholding project expectations, overseeing project timelines, and ensuring timely completion.
Capability to assess project scopes, identify potential risks, and manage detailed tasks across multiple projects.
Proficiency in Power BI, data visualization, trend analysis, forecasting, and resource capacity modeling.
Strong analytical mindset with the ability to identify patterns, quantify risks, and drive data-informed decisions.
Advanced ability to interpret complex operational datasets and transform findings into actionable business recommendations.
Aptitude for prioritizing tasks and managing deadlines.
Knowledge of how to work with legal and operations teams to identify and mitigate risks.
General knowledge of accounting principles as it relates to professional services; including payment schedules, invoicing methods, and time & expense review.

Responsibilities

Monitor all service opportunities and forecasted resource commitments, from the time a deal is created through customer acceptance.
Collaborate with cross-functional teams to review and validate project documentation for accuracy and completeness.
Configure projects based on various billing methods, ensuring all processes and data are correctly established to support accurate time and expense tracking.
Track project scheduling and activation of assigned resources against expected timeframes.
Quantify, track, and forecast the workload of market resources (primarily engineers) across open deals (pre-sales) and project (post-sales) commitments.
Ensure appropriate tracking tools and artifacts are in place (deals, project setup, tickets by phase, etc.).
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.
Proactively alert Regional Leadership of potential project risks due to over utilized resources.
Develop a strategy to redistribute project work across market resources.
Communicate with Service Delivery Managers who serve the other regions, maintain a high-level understanding of organizational bottlenecks and resource availability.
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.
Act as the final approver for all SOWs created within a region.
Provide constructive feedback to SOW authors and ensuring all SOW content adheres to a set of pre-defined quality and clarity standards.
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.
Work with Project Managers and Project Leads to track high-level project timelines, ensure projects are scheduled and completed within committed deadlines.
Collaborate with the region’s Sales Director and Account Executives to manage data entered in the MyHive Deals tool.
Contribute to the development of guidelines and standards for Service Delivery and foster a culture of accountability that upholds these standards.
Direct engineers to appropriate delivery standards and templates maintained by Service Portfolio.
Coach engineers to meet expectations for finished customer deliverables and provide proof reading support as needed.
Develop and maintain operational dashboards that provide visibility into services pipeline, backlog, utilization, project health, revenue forecasting, customer satisfaction, and delivery performance.
Analyze trends across project execution, resource allocation, billable utilization, schedule variance, and delivery outcomes to identify operational risks and opportunities.
Translate deal and project data into actionable insights and recommendations through Power BI for Regional Leadership, Domain Leadership, and executive audiences.
Identify data quality issues and drive corrective actions to improve reporting reliability and business intelligence capabilities.
Coordinate with the Project Manager and/or Project Lead to ensure all project and service-related items are closed out appropriately (deals, project tickets, document repositories, customer signoff and closeout documentation, invoicing, decommission temporary access or accounts, etc.).
Identify potential project-based or contractual risk in SOWs, work with Operations (Legal) to ensure appropriate measures are put in place to minimize the risk.
Proactively identify resources at risk of over-utilization, overload, and/or burnout.
Escalate observations to the Engineering Director and work with them to redistribute project workloads.
Identify potential for opportunity or project overlap within customer accounts and ensure disparate project teams are communicating and coordinating appropriately.
Integrate with Regional Leadership and participate in a regular cadence of strategy and coordination meetings.
Use these leadership touchpoints as opportunities to escalate risks to customer satisfaction, resource metrics, or project indicators, such as schedule and budget.