Senior Delivery Lead

 Location: UK - London, UK - Nottingham, UK - Reading, UK - Hatfield, UK - Mobile England, UK - Milton Keynes | Job-ID: 203169 | Contract type: Standard | Business Unit: IT Service Delivery/Managed Services

Life on the team: 

As a Senior Delivery Lead (In-Life) you will be accountable for leading the delivery of contracted Run Services for a large customer account or a portfolio of smaller accounts. 

You will lead and manage teams of people, both directly and through matrix management. You’ll implement and operate an effective governance model to ensure that the services are delivered to satisfy both the Customer’s and Computacenter’s required outcomes, including but not limited to service levels, customer satisfaction and financial targets. 

You’ll also play a key role in the account leadership team working together to grow Computacenter’s business with the Customer.

You’ll have a role to play as a coach and mentor to other employees to ensure the continuous development of Computacenter and its people, not just as a Line Manager within your own team. You’ll also have a responsibility to engage and play a part as a senior manager in the wider organisation, working within strategic change and ongoing transformational initiatives in our Group Delivery business.
You’ll be a member of the Senior Leadership Team of the customer account. Working alongside our Group Services colleagues to lead and deliver for the customer a “One Strategy” approach.

What you’ll do

Delivery Leadership

• Lead and manage the delivery of the contracted scope of IT services (Run Services) to achieve the contracted service levels, delivery outputs and service outcomes.
• Manage the performance of internal and Third-Party delivery teams (where the Third Party supports group delivery services) against agreed standards, service levels and polices in support of the above and to ensure optimised customer satisfaction.
• Lead the continual improvement of 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

• Support our Group Services colleagues during the delivery of Change Services (projects, programmes, and professional services engagements) through matrix leadership relevant to Group Delivery Services
• Working alongside and supporting our Sales colleagues in this matrix leadership role to support the achievement of contracted outcomes for both the Customer and Computacenter

Business Leadership

• In Account – Work with the Service Director to support, socialise and lead an account strategy and execution plan.  Owning the aspects related to Run whilst supporting the aspects related to Relationship Management and account growth
• You’ll develop and deliver against a Communications Plan, both customer-facing & internal, ensuring clear & consistent messaging both verbally & in written form across various media.
• Take accountability for capacity planning to include all Computacenter ISPs and cross vendor with a view to optimisation (i.e. reduced site occupancy, remote delivery of service and location strategy etc.) 

Contract Management

• Support our Group Services colleagues in the negotiation and agreement of new contracts within the Customer account.
• Lead the management of all agreed contracts in relation to delivery and ensure compliance to associated policies, internal and external.  
• Support our Group Services colleagues in the execution of Contract Management, Change Control and Governance activities for all agreed contracts for the Customer account in relation to Group Delivery services, leveraging expertise and support from Legal and Commercial teams, and others.

Financial Management

• Lead and manage the delivery of contracted Run Services to ensure accurate forecasting and cost management to achieve or exceed the agreed baseline cost targets.
• Support our Group Services colleagues where appropriate, in the costing for services in Presales (if Group Delivery)

Relationship Management

• Work in partnership with the Service Director and Account Manager(s) in the Relationship Strategy and stakeholder management activities for the account as agreed.
• Lead the relationship with the Customer’s Senior Management team for service delivery related activities within the account.
• Actively manage internal stakeholders on behalf of the account to secure and maintain ongoing engagement and support in delivery of contracted services (Run) and in support of the account targets, goals, and strategies.

People Management

• Perform all Line Management responsibilities for all Direct Reports. Ensure that your team, both direct and virtual, is appropriately motivated and engaged and that individual performance is managed.
• Develop, maintain, and execute a People strategy for the account, including succession planning, people and capability development and talent identification and retention.
• Lead the development and execution of an Employee Engagement and Enablement strategy for the account, focussing directly on Delivery People, but also proactively supporting the Employee Engagement strategies of other Managers with people or teams engaged in the Customer Account to maximise overall people engagement for the account.
• Develop, maintain, and execute a communications strategy in support of the account strategy and goals and the Employee Engagement strategy.
• Use coaching skills to lead and develop Services and other people within the customer account. 
• Act as a Mentor or Coach within wider in-country Services and CC business outside of the teams delivering within the customer account.

What you’ll need:

• You’ll be an experienced practitioner in IT Service Management.  
• You’re likely trained in ITIL to Expert 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.
• Be able to build strong stakeholder relationships both with the external customer and key stakeholders within Computacenter.
• Experience managing & delivering complex services utilising offshore capabilities. 
• Demonstratable experience managing customer relationships at a senior level.
• You’ll be an experienced practitioner in IT Service Management.  
• You are an experienced Delivery Manager, and you know how to manage, support, and motivate employees with different cultural and national background.
• Successful candidates must meet the security requirements before they can be appointed. 

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, enabling people and their business.