Service Delivery Manager Jobs in Chicago, IL (NOW HIRING)

About the role

The Technology Sourcing Contract Manager is responsible for the end-to-end governance, performance, and delivery of complex technology sourcing contracts, while driving operational performance, financial outcomes, and contract compliance across assigned enterprise customer accounts. This role serves as the primary point of accountability for ensuring that both governance and day-to-day execution align with contractual commitments, service expectations, customer outcomes, and broader business objectives.

Annual compensation: $100K USD + bonus

What you'll be doing

Contract Ownership & Governance

• Own end-to-end accountability for assigned technology sourcing contracts 
• Design and implement contract-specific governance frameworks and reporting structures  
• Ensure delivery aligns with contractual obligations, KPIs, and SLAs 
• Lead service reviews, performance reporting, and governance forums 

Service Delivery & Performance Management 

• Monitor and drive adherlence to SLA performance and operational metrics  
• Oversee delivery across the full lifecycle, including:  
• Procurement and sourcing 
• Order-to-cash processes 
• Integration and fulfilment 
• Reporting to internal and external stakeholders 
• Identify risks and proactively implement mitigation strategies  
• Partner with Inside Sales, Supply Chain, and Delivery teams to support:  
• Order lifecycle management 
• Delivery performance and issue resolution 
• E2E oversight

Commercial & Contractual Management 

• Own accountability for contract lifecycle governance, including change control, commercial reviews, renewals, and extensions. 
• Ensure appropriate cross-functional resources are engaged to support contractual, financial, and regulatory compliance. 
• Provide oversight and governance to ensure activities align with customer requirements, contractual obligations, and business objectives. 
• Drive initiatives that improve profitability, cost efficiency, and financial transparency 

Financial Performance & Optimization 

• Own accountability for financial performance reviews and cost optimization initiatives across assigned accounts, participate in reviews.  
• Partner with Finance and operational stakeholders to identify opportunities that improve profitability, cost efficiency, and financial transparency.  
• Facilitate regular business reviews to monitor performance, risks, and improvement opportunities.

Continuous Improvement & Best Practice 

• Lead stakeholder alignment and governance forums to ensure consistent execution, visibility, and accountability across all customer-facing operations. 
• Drive process improvement initiatives across sourcing and delivery 
• Promote adoption of standard methodologies, tools, and best practices 
• Contribute to innovation across Technology Sourcing services 
• Identify and implement improvements to process efficiency, turnaround time, and service quality 
• Coordinate cross-functional teams to resolve issues quickly and effectively, hold other ISP's accountable on deliverables 
• Ensure root cause analysis and continuous improvement actions are implemented 

What you have

• Contract management in Technology Sourcing / Procurement / Supply Chain, Operations, or related field 
• Managing complex, multi-region or global contracts 
•  Operational workflows (order-to-cash, delivery, inventory management) 
• SLA and KPI management 
• Contract governance and lifecycle management 
• Excellent stakeholder management and influencing skills 
• Ability to operate in complex, matrixed environments 
• Strong analytical, problem-solving, and communication skills 
• Strong analytical and problem-solving capabilities 
• Experience in Device Lifecycle Management (DLM) or similar sourcing models 
• Knowledge of procurement systems, supply chain operations, or IT sourcing 
• Experience working with global vendors and multi-partner ecosystems 
• Strong contract management and governance expertise, with the ability to own and oversee complex service agreements end-to-end 
• Advanced understanding of Service Level Agreements (SLAs), KPIs, and performance management frameworks  
• Proven ability to manage escalations and complex issue resolution across cross-functional teams  
• Excellent stakeholder engagement and relationship management skills, with the ability to influence at all levels internally and externally  
• Strong commercial acumen, including understanding of contractual terms, financial impact, and cost optimization 
• Solid knowledge of technology sourcing, procurement processes, and supply chain operations  
• Experience managing multi-vendor environments and global service delivery models  
• Understanding of contract lifecycle management, including change control, renewals, and service evolution  
• Familiarity with Device Lifecycle Management (DLM) or equivalent sourcing/service models (preferred)  
• Proficiency in performance reporting, analytics, and governance structures 
• Systems knowledge desirable in Service Now, SAP, Salesforce and advanced Microsoft application knowledge prominently Excel. 
• Ability to operate effectively in a matrixed, global organization  
• Strong communication and executive presentation skills  
• Demonstrated problem-solving and decision-making capability under pressure  
• High degree of ownership, accountability, and attention to detail  
• Customer-focused mindset with a commitment to service excellence and continuous improvement 

What you can expect

There's so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.

About us

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We're a public company quoted on the London FTSE 250 (CCC.L) and employ over 21,000 people worldwide. In the US, we support some of the country's best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us