Manager Delivery

Life on the team

Computacenter has an international presence, so if your role involves global projects or support, you may have the chance to collaborate with colleagues and clients from different countries. Workloads and work hours can vary depending on project demands and client needs. At Computacenter we often emphasize work-life balance. Computacenter is involved in cutting-edge IT solutions, so you may have opportunities to work on innovative projects that leverage the latest technologies.

The IT landscape is constantly evolving, so you'll need to stay updated on new technologies, software, and best practices to effectively support users. Overall, life in Computacenter can be rewarding as you play a crucial role in helping users and maintaining the functionality of an organization's IT systems. It can also be challenging at times, but it offers opportunities for growth and the satisfaction of solving technical problems and assisting users.

What you’ll do

• Ensuring the delivery and reporting on SLA’s achievement and managing team performance 
• Ownership of resource management and ensuring the required staffing levels against volumes 
• Forward planning and forecasts (costs, resources, holiday usage, projects, recruitment and training needs) 
• Supporting projects and new business take on 
• Development of cooperative and productive relationship, participation and decision making in customer calls up to their level of responsibility 
• Effective escalation of issues and opportunities 
• Performance management of Team Leaders (TL) to ensure that they manage their teams to meet client deliverables  
• Conduct periodic skip levels 

What you’ll need

• Ensuring that all TLs are briefed and understand their job requirements, accomplish pre-defined time frames on targets and objectives (objective setting, goals, OPI, SLAs, 1to1s)  
• Monitoring the personal development of the TLs via regular 121 meetings, performance reviews, career pathway planning and talent identification, engagement & wellbeing 
• Ensures quality checks are professionally accomplished. 
• Supports extended functionalities in the team (if applicable, e.g. end-to-end, incident management, knowledge) 
• Drives efficiency and productivity by identifying and maximizing opportunities to develop the service (e.g. cost reduction, productivity increase, automation) 
• Promotion and active involvement in Continual Service Improvement plans 
• Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement 
• Contributing to the ISO obligations (where applicable) Responsible for the adoption of CC best practice and service offerings to ensure consistency of service.   
• Professional external and internal stakeholder management 
• Cooperation with other departments within CC 
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation 
• Ensure that the team adhere to all company and local policies, processes and legal obligations 
• Act as the SPOC for account reviews
• SLA/ KPI/ OPI achievement 
• Official feedback from Manager, Service management, peers and customers 
• People management decisions aligned with using performance management tools effectively
• Effective cost management towards requirements

Experience & Education:

• Overall 7+ Years at least 2-year leadership experience in managing service desk teams in fast changing operational environment 
• Bachelor’s degree in information security, Computer Science, or bachelor’s degree in a relevant field or equivalent work experience.

Skills:

• Good working knowledge of relevant operational business systems and infrastructures (e.g. Avaya, call logging systems, scheduling systems) 
• Coordinates, organises and prioritises work activity for self and others  
• Excellent proven customer service skills 
• Excellent administrative skills and ability to analyse data and produce reports  
• Excellent Interpersonal, literacy and numeracy skills 
• Experience in building relationships with key stakeholder and senior management 
• Team player with collaborative and supportive style 
• Business focused verbal and written communication skills 
• Excellent coaching and communication skills 
• Ability to communicate and present professionally on different levels of the organization and customers 
• Raise and support improvements ideas (both on resource/environment/systems) 
• Ability to prioritize and work with tight timelines 
• Ability to manage different accounts or multiple accounts 
• Experience of developing best practice policies and procedures for functional area 
• Self-driven, result-oriented and proactive with strong ownership of their own account / portfolio 
• ITIL awareness 
• Advanced knowledge of MS Office applications 

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, and enabling people and their businesses.

Learning and development

Our people are our strength which is why we offer leadership training, coaching, mentoring, professional development, and international opportunities. Whichever direction you choose to go in – whether it’s a well-trodden path or a completely new part of the business – we’ll support you. Our managers champion their people, powering their personal development and helping them to reach their full potential. 

You belong

We passionately believe in the power of diversity and inclusion. We celebrate our differences because we know a diverse workforce with different experiences and perspectives helps us win together. And to do that, you need to feel comfortable to bring your whole self to work – and you can only do that when you feel supported, valued, and have a sense of belonging which is what we strive to achieve. Your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. All that matters to us is that you share our vision and our values, and that you bring the experience and skills we need.

We are proud to be a Disability Confident Employer, we welcome applications from people with a disability – and guarantee to interview applicants who have a disability and meet the essential requirements for the job.