Customer Delivery Manager

Location: UK - Birmingham, UK - London, UK - Milton Keynes, UK - Mobile England, UK - Nottingham | Job-ID: 202012 | Contract type: Standard | Business Unit: IT Service Delivery/Managed Services

What you'll be doing:
 
As a Delivery Manager, you will be accountable for leading and managing service and change delivery for an account, a group of accounts or for a significant area of service within one of our larger accounts. 

You will lead a team, both directly and through matrix management. You will operate an effective governance model to make sure that your services deliver what we have promised to our customer and to our organisation.  This means meeting service levels, meeting financial targets and supporting our Group Services colleague to grow the business and drive overall customer satisfaction, through the delivery of service excellence.
You’ll probably have a small team of direct reports, and a larger number of Computacenter and partner employees to manage within the matrix.  You’ll make sure that they all understand their role within the customer and are appropriately engaged, motivated, and led.

What you’ll be doing

On a day-to-day basis this looks like:
 
Delivery Leadership Management

• Lead and manage the delivery of run and change services to deliver what we’ve promised our customer and our own organisation.
• Constantly drive us to do better for our customer and our own organisation.
• Objectively manage performance of our internal and partner delivery teams.
• Be able to demonstrate understanding of our performance, what it means to our customer’s business, and what we’re doing to improve.
• Look to continually improve both the efficiency & effectiveness of delivery processes and services, adding value that is relevant to the customer throughout the contract lifecycle.
• Identify risks in service delivery, assess commercial implications and take measures to eliminate risk or avoid risks.

 
Change Delivery Management 

• You’ll have a role leading change for our customers.
• You’ll use your contacts and insight to identify new ways in which Computacenter can add value to our customers.  

 
Business Management 

• You’ll work with the Snr Delivery Lead/Delivery Director as well as Group Services and other colleagues, as appropriate, to support the account strategy and to ensure that Computacenter presents itself as a single, joined-up team to the customer.
• You’ll make sure that colleagues in our delivery functions, and our partners who deliver to the customer, understand the strategy, the customers’ business, and our place in that business.
• You’ll contribute to and deliver against a communications plan, both customer-facing & internal, ensuring clear & consistent messaging both verbally & in written form across various media.

Contract Management

• You’ll support Group Services in the development, negotiation, and agreement of contract changes within the Customer account.
• You’ll support the management of the contract schedules that relate to your scope of service.  You’ll ensure compliance and manage exceptions.

Financial Management

• You’ll manage the finances of your account or assigned services to ensure accurate forecasting and cost management to achieve or exceed financial baselines.
• You’ll support Group Services, where appropriate of costing for services in Presales

Relationship Management

• You’ll work with the Service Director/Lead and account team to define and support the engagement strategy with the customer and other stakeholders.
• You are likely to be the primary interface to one or more senior stakeholders within the customer organisation.  You’ll ensure that you maintain a positive and constructive relationship to the benefit of both organisations.

People Management

• Perform all Line Management responsibilities for all Direct Reports.  Ensure that your team, direct and virtual, is appropriately motivated and engaged and that individual performance is managed.

What you’ll bring:

• Experience managing & delivering complex services utilising offshore capabilities. 
• Demonstratable experience managing customer relationships at a senior level.
• Experience managing an Onsite Service and knowledge of off-premise IaaS
• You’ll be an experienced practitioner in IT Service Management.  
• 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.
• You are an experienced Delivery Manager, and you know how to manage, support and motivate employees with different cultural and national background.
   

Why should you join the Delivery Team at Computacenter.

This is a fantastic opportunity for you to join a new team, giving you the ability to contribute to the processes and success of this team. You will also be able to develop your career with us. Computacenter invest heavily in our people, ensuring you are constantly evolving. 

We are a company where people matter. We are diverse, flexible, and open. We offer a friendly, supportive and an open working environment without too much fuss about hierarchy.  We have a can-do attitude, and we aim to support and grow our Computacenter family in whichever direction they choose to go, be that up or to a completely new part of the business.

We are proud that Computacenter is a place where people matter just as we are of our managers who are real advocates for their people, helping them to power their personal development and enabling them to reach their full potential.  We may be international in our reach and reputation, but you will be empowered to be able to influence what goes on and to make a real impact!
 

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