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Senior Delivery Lead

Location: Hungary - Budapest | Job-ID: 154061 | Contract type: | Business Unit: IT Service Delivery/Managed Services

 

Brief Overview of the role:

 

The job holder will be responsible for one or more large Managed Services clients, usually sourcing a wide range of services from Computacenter. Within Group Delivery, the jobholder is responsible for performance outcomes and adherence to commitments made to the client and Service Management. In collaboration with all involved teams within and outside Group Delivery, ensure both quality and cost compliance for all contracted services and continuously improve the efficiency of service delivery. In individual cases, the job holder will lead other Delivery Leads.

 

Accountabilities

 

  • Ensuring the proper provision and delivery of all services 
  • Managing additional delivery leads 
  • Central contact person and representative of Group Delivery vis-à-vis customer contact persons at management level, internal stakeholders
  • Responsibility for the implementation of service level management, including regular SLA discussions and escalation management
  • Identifying and analysing any deviations, shortcomings, and problems in the service provision 
  • Active crisis management 
  • Initiation and implementation of measures to reduce costs or increase performance and efficiency as well as to optimise the technologies and architectures used
  • Management of delivery networks as well as coordination and control of all involved service-providing units
  • Implementation and execution of sustainable and appropriate control measures to monitor the contractually agreed services
  • Active management of risks and opportunities
  • Ensuring that all services are booked internally to the relevant customer contracts in accordance with the contract
  • Supporting Service Management as well as other units within Group Delivery in managing the change processes in the technical and/or operational environment (Change Management). 
  • Supporting Service Management in the planning and implementation of deal-specific governance structures (role, communication and reporting structure). 
  • Supporting other customer teams (outside of own area of responsibility or customers) through active exchange of experience as well as searching for and contributing best practices within Delivery Leadership.


Knowledge & Key Skills

 

Education/professional qualification:

  • University degree (Master) and professional experience of more than 5 years in the IT industry or comparable, of which at least 3 years in the managed services environment. 
  • At least 3 years of professional experience in customer-oriented management of managed services or in service management of managed services contracts 
  • Experience in dealing directly with customers, for example in a sales or service management role, as well as in dealing with customer complaints and escalations 
  • Leadership training and experience (management qualification) 
  • Sound business management knowledge 
  • Project management skills and experience in leading and managing IT projects 
  • Solid ITIL knowledge (processes, functions, roles) 
  • Basic knowledge of IT technologies (data centre, cloud, network, end-user) 
  • Good knowledge of negotiation techniques and negotiation experience 
  • Good English skills (written and spoken); German is advantage


Personal qualities & skills:

  • Leadership skills as well as experience in personnel management 
  • Clear, focused and results-oriented written and oral communication skills at all levels both with clients and internally 
  • Good audience-focused presentation and facilitation skills 
  • Ability to build and maintain networks and relationships 
  • Knowledge and experience in interpersonal communication processes and methodologies (e.g. coaching techniques) 
  • High degree of self-reliance, commitment, and resilience as well as the ability to achieve very good results even under high pressure 
  • High assertiveness as well as a professional, appropriate, and self-confident appearance

 

Desirables

  • Extensive leadership experience o Intercultural experience and knowledge, preferably underpinned by a lengthy assignment abroad. 
  • Experience and knowledge in driving "business change" processes in large companies as well as changes in behaviour and corporate cultures 
  • Ability to work successfully in a matrix organisation
  • Critical Success Factors
  • Good customer knowledge and very good understanding of the existing contract content and its operational implementation to meet costs and quality. 
  • Experience of working successfully within complex client structures and building and maintaining trusting relationships both internally and externally. 
  • Experience and ability to achieve results outside own direct sphere of influence
     

 

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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