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Customer Delivery Manager

Location: UK - Birmingham | Job-ID: 190567 | Contract type: Standard | Business Unit: IT Service Delivery/Managed Services

 

What the role is:

As a Customer Delivery Manager (In-life) you will be responsible for the delivery of services to one or more Computacenter customers.  This may be part of a team of Customer Delivery Managers on a larger account, or you may take responsibility for the full scope of services on a smaller engagement or set of accounts.

Within your area of responsibility, you will contribute to an effective governance model to manage the teams and partners who deliver the service, ensuring that high quality and customer satisfaction are maintained, that issues are successfully addressed and that the services meet their contractual and financial performance targets.

You will engage stakeholders within the customer organisation.  You’ll make sure that Computacenter is responsive to their needs and that they understand the quality and value that we deliver for them.

Where you’ll fit in:

  • You’ll be part of the Delivery Leadership team for the account(s), normally reporting to a Delivery Lead or Delivery Director.
  • You’ll have clear areas of responsibility that may vary from time to time.
  • You may lead a small direct team; you’ll almost certainly lead a virtual (matrix) delivery organisation.
  • You’re likely to have a role within the customer’s IT team.  Where we operate in an “ecosystem” of suppliers you will have stakeholders within those suppliers to work with.
  • You’ll also form part of a wider community of Customer Delivery Managers and will have the opportunity to actively contribute to wider in-country Delivery initiatives.

 

The stuff you’ll do:

  • Delivery Leadership which will include but not limited to, managing your own services to ensure we deliver what is promised, identify, and implement service improvements, risk analysis and mitigation
  • Change Delivery Management where you will be a driving factor in service improvements
  • Business Management - you’ll have the chance to input into account strategy in conjunction with our Group Services colleagues and ensure that this strategy is cascaded to the team you lead
  • Within Contract Management you will be a part of development, negotiation and agreement of contract changes and ensuring we are compliant to those changes and client expectations are managed
  • You’re likely to have responsibility for the financial performance of your assigned services, you’ll contribute to accurate forecasting and cost management and, where appropriate, have an involvement in costing support presales of services
  • You are likely to be the primary interface to one or more stakeholders within the customer organisation.  You’ll ensure that you maintain a positive and constructive relationship to the benefit of both organisations.
  • People Management which will include, all line management responsibilities, support the people strategy (succession planning, career planning and career development)

What you’ll know:

  • You’ll be a proven practitioner in IT Service Management. 
  • You’re likely trained in ITIL, at least to Foundation status.
  • You’ll know that it’s not all about ITIL.  You’ll be able to show that you understand how IT services fit in a customers’ business and how we as a service provider can add value.

What you’ll also be: 

  • Motivated to succeed as a Team – You’ll know that success is about how teams work together, both within Computacenter and the customer.  You’ll do all you can to remove organisational boundaries using a “One Customer One Team” approach.
  • Collaborative – You’ll openly share ideas with colleagues across Computacenter and you’ll contribute to initiatives that improve our organisation outside of your account.
  • Inclusive – You’ll be aware of & sensitive to both unconscious bias and cultural difference and role model a positive approach to building an inclusive working environment.
  • Inspiring – It’s likely that you will lead other people, most of whom aspire to develop their careers into more senior roles.  You’ll be a role model to them and support them in their growth.
  • Creative – You’ll be able to come up with solutions to do better for our customers, for our company and ideally for both at the same time!
  • Curious – You’ll want to get to the root of issues, asking “the five why’s” (Six Sigma) and using both data to understand and improve performance.
  • Able to tell a story – You’ll be able to credibly present your service performance and improvement ideas to different audiences, talking at an appropriate level of detail.
  • Advocate Value – You’ll play an active role in the adoption & use of the Customer Value Framework, continually improving and adding value to Computacenter services delivered to the customer.

 

Current information for our applicants

We have made our application and recruitment process virtual, we are excited to bring talent like you on board to join our growing teams within Computacenter. Our recruiters remain available to you should you have any questions. We are looking forward to getting to know you!

 

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 18,000 employees worldwide and a global revenue of £6.7 billion (2021). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

 

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

 

Interested in joining a company with a strong sense of community?

 

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether #peoplematter

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