Service Delivery Operations at CompuNet, Inc. in Meridian, ID 83642

Job description

• 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.

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 Dashboards – develop and maintain operational dashboards that provide visibility into services pipeline, backlog, utilization, project health, revenue forecasting, customer satisfaction, and delivery performance.
• Trending Analysis – analyze trends across project execution, resource allocation, billable utilization, schedule variance, and delivery outcomes to identify operational risks and opportunities.
• Actionable Insights – translate deal and project data into actionable insights and recommendations through Power BI for Regional Leadership, Domain Leadership, and executive audiences.
• Data Integrity – identify data quality issues and drive corrective actions to improve reporting reliability and business intelligence capabilities.
• Risk Management
• Project Closeout – at the conclusion of a project or service contract, 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.).
• SOWs and Service Contracts – 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.
• Burnout Prevention – 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.
• One CompuNet – identify potential for opportunity or project overlap within customer accounts and ensure disparate project teams are communicating and coordinating appropriately.
• Escalate Risks – 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.

Requirements

• Education & Experience
• 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.
• Skills & Abilities
• Resource and Quality Management – proficiency in tracking, allocating project resources, and assuring the quality of deliverables and services.
• Risk Mitigation and Problem Solving – skills in identifying and strategically resolving potential project risks, overlaps, and related issues.
• Communication and Collaboration – strong interpersonal skills for liaising with diverse internal teams and expertise in team-oriented task management.
• Executive Communication – ability to communicate analytical findings to both technical and non-technical stakeholders, including executive leadership.
• Maintain Accountability – proficiency in guiding team members, upholding project expectations, overseeing project timelines, and ensuring timely completion.
• Detail-Oriented Thinking – capability to assess project scopes, identify potential risks, and manage detailed tasks across multiple projects.
• Analytical Mindset – 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.
• Data Insights – Advanced ability to interpret complex operational datasets and transform findings into actionable business recommendations.
• Time Efficiency – aptitude for prioritizing tasks and managing deadlines.
• Familiarity with Legal and Operations – knowledge of how to work with legal and operations teams to identify and mitigate risks.
• Familiarity with Payment Types & Invoicing – general knowledge of accounting principles as it relates to professional services; including payment schedules, invoicing methods, and time & expense review.

Skills

Required

• Resource and Quality Management
• Risk Mitigation and Problem Solving
• Communication and Collaboration
• Executive Communication
• Maintain Accountability
• Detail-Oriented Thinking
• Analytical Mindset
• Data Insights
• Time Efficiency
• Familiarity with Legal and Operations