Service Delivery Operations

CompuNet, Inc.•Meridian, ID

3d•Hybrid

About The Position

CompuNet is seeking a Service Delivery Manager to join its organization-wide Service Delivery team. This role is crucial for ensuring that CompuNet professional services projects are completed on time, adhere to quality-of-delivery standards, and achieve desired outcomes for customers. The Service Delivery Manager will track resource allocation, maintain data integrity, ensure project deliverables meet standards, and manage organizational risk by reviewing project commitments and timelines. This position involves monitoring service opportunities, projects, and resources within a region, collaborating with regional leadership to normalize workloads, mitigate risks, enable field teams, and ensure a high-quality customer experience. The role requires a blend of detail-oriented task management and strategic planning, incorporating data analysis, resource management, team leadership, and executive communication skills. Success in this role depends on understanding and enabling the processes that drive the professional services business, and transforming operational data into actionable insights for 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.
Demonstrated experience in technical writing and/or reviewing technical documentation for clarity, language, and grammar.
Demonstrated experience efficiently tracking and communicating with leadership roles and a variable group of stakeholders.
Demonstrated use of 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.
Experience building and maintaining Power BI dashboards, reports, and data visualizations.
Experience interpreting operational and financial data to support business decisions.
Experience performing trend analysis, forecasting, and capacity planning in a professional services or project-based environment.
Proficiency in tracking and 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.

Nice To Haves

Occasional, pre-planned travel to the region may be required (e.g., training, customer events, QBRs, etc.).

Responsibilities

Track resource allocation throughout the project lifecycle.
Maintain data integrity in core systems.
Ensure project deliverables meet CompuNet’s standards.
Manage organizational risk by reviewing project commitments and timelines.
Monitor service opportunities, projects, and associated resources within a region.
Work with regional leadership to normalize workloads and mitigate potential risks.
Enable engineers and project managers in the field.
Ensure a high-quality customer experience.
Track all service opportunities and forecasted resource commitments from deal creation through customer acceptance.
Ensure on-time development and delivery of work orders and/or Statements of Work (SOWs).
Collaborate with cross-functional teams to review and validate project documentation for accuracy and completeness.
Configure projects based on various billing methods, ensuring correct setup for time and expense tracking.
Track project scheduling and activation of assigned resources against expected timeframes after customer acceptance of an SOW.
Quantify, track, and forecast the workload of market resources (primarily engineers) across open deals and project commitments.
Ensure appropriate tracking tools and artifacts are in place (deals, project setup, tickets by phase, etc.).
Maintain communication with project teams to ensure projects progress as planned and close on 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 strategies to redistribute project work across market resources.
Communicate with Service Delivery Managers in other regions to understand organizational bottlenecks and resource availability.
Collaborate with the regional Engineering Director to forecast resource demand using pipeline, backlog, and project horizon data to support strategic staffing and hiring decisions.
Act as the final approver for all SOWs created within a region, providing feedback and ensuring adherence to quality and clarity standards.
Periodically review project artifacts to ensure they fulfill SOW commitments and meet CompuNet’s standards for quality, consistency, and branding.
Track high-level project timelines with Project Managers and Project Leads, ensuring projects are scheduled and completed within committed deadlines.
Collaborate with the region’s Sales Director and Account Executives to manage data in the MyHive Deals tool, ensuring accurate status, estimated close dates, and resource assignments.
Contribute to the development of guidelines and standards for Service Delivery and foster a culture of accountability.
Coach engineers to meet expectations for customer deliverables using appropriate delivery standards and templates, and provide proofreading support.
Develop and maintain operational dashboards for 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 for Regional Leadership, Domain Leadership, and executive audiences using Power BI.
Identify data quality issues and drive corrective actions to improve reporting reliability and business intelligence capabilities.
Coordinate with Project Managers and/or Project Leads to ensure all project and service-related items are closed out appropriately at the conclusion of a project or service contract.
Identify potential project-based or contractual risk in SOWs and work with Operations (Legal) to ensure appropriate measures are in place.
Proactively identify resources at risk of over-utilization, overload, and/or burnout, escalate observations, and work 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 strategy and coordination meetings to escalate risks to customer satisfaction, resource metrics, or project indicators.