Manager Delivery

Life on the team

It’s an exciting opportunity for a technical role in Computacenter’s dynamic and rapidly expanding FLS team. You will bring your IT experiences and deliver the quality of services to our customers across the globe and will help us to shape the team. You’ll get to work with some of the most talented and passionate people in the business and get exposure to leading edge technologies which will enable you to advance your skills. Once you started journey in Computacenter, you’ll get to know the work lifestyle and culture of Computacenter in no time.

What you’ll do

As a Delivery Manager, you will be responsible for leading and managing a large team to achieve organizational goals. This role involves overseeing recruitment, development, and performance management of employees, fostering a positive work environment, and ensuring effective communication within the team. You will play a crucial role in aligning team objectives with customer obligations and promoting a culture of collaboration, innovation, and continuous improvement.

You will work in a matrix-managed structure and be accountable for managing technical delivery, overseeing service quality, and resolving issues efficiently. This role might require expertise or experience in managing environment with technical tools such as Intune, Jamf, ServiceNow ticketing systems along with good knowledge on ITIL principles related to Incident, problem and change management.

What you’ll need

• Operational Delivery Management:
  • Oversee the day-to-day technical service delivery for client accounts assigned
  • Ensure all technical services, such as device management and troubleshooting, meet SLA (Service Level Agreement) and performance targets.
  • Manage the delivery of all in-scope services and ensure compliance with contractual obligations.
  • Coordinate with internal stakeholders to resolve escalations and mediate between teams, ensuring swift issue resolution and seamless service delivery.
• Service Delivery & Support:
  • Lead the technical service operations, ensuring timely issue resolution for devices and IT systems (Intune, Jamf), as applicable.
  • Ensure high-quality performance for all technical aspects of service delivery, including user device management and software deployment.
  • Utilize ServiceNow for incident management, change requests, and service requests to streamline and improve service efficiency.
• Ticket Management & Auditing:
  • Ensure tickets are created, tracked, and resolved within predefined SLAs.
  • Conduct audits of service tickets and incidents to ensure data accuracy, compliance with processes, and identify improvement areas.
  • Manage ticket queues, prioritizing high-impact issues and coordinating resolutions across teams.
• Change Management:
  • Facilitate and manage all approved changes within the technical environment, ensuring alignment with business and service requirements.
  • Identify, evaluate, and implement changes in collaboration with teams to improve service delivery.
  • Track and report on the successful implementation of technical changes, managing risks and dependencies.
• Resource & People Management:

1. Team Building and Development:
   • Recruitment and Onboarding: Hiring the right talent and ensuring a smooth onboarding process.
   • Training and Development: Identifying skill gaps and providing opportunities for professional growth. Ensure team’s technical skills are up to date as relevant to customer environment like Intune, Jamf etc.
2. Performance Management:
   • Setting Goals and Expectations: Clearly defining roles, responsibilities, and performance standards.
   • Regular Feedback and Reviews: Conducting performance appraisals and providing constructive feedback. Support in people processes related to talent mapping, salary reviews, talent retention etc.
3. Employee Engagement and Motivation:
   • Creating a Positive Work Environment: Fostering a culture of trust, respect, and collaboration. Align with functional initiatives and drive at account level at customer locations.
   • Recognition and Rewards: Acknowledging and rewarding employees' contributions and achievements.
4. Conflict Resolution:
   • Addressing Issues Promptly: Handling conflicts and grievances in a fair and timely manner.
   • Mediation and Negotiation: Facilitating discussions to resolve disputes and maintain harmony.
5. Communication:
   • Open and Transparent Communication: Ensuring clear and consistent communication within the team.
   • Listening and Empathy: Being approachable and understanding employees' concerns and suggestions.
6. Strategic Planning:

• Aligning Team Goals with Organizational Objectives: Ensuring the team's efforts contribute to the company's overall goals.
• Resource Management: Efficiently managing resources, including time, budget, and personnel.
• Resource utilization: Oversee resource allocation to meet contractual requirements, ensuring no impact to service delivery which includes roster preparation.

7. Compliance and Ethics:
   • Adhering to Policies and Regulations: Ensuring the team follows company policies and legal requirements.
   • Promoting Ethical Behaviour: Encouraging integrity and ethical conduct within the team.
8. Career Development:
   • Mentorship and Coaching: Providing guidance and support for employees' career growth.
   • Succession Planning: Identifying and preparing future leaders within the team.

• Client Relationship Management:
  • Serve as the primary point of contact for technical & people issues, reporting to both clients and internal leadership teams.
  • Collaborate with clients to understand business requirements and tailor service delivery accordingly.
  • Escalate any operational issues that cannot be resolved locally, ensuring minimal impact to clients.
• Performance & Reporting:
  • Measure and report on technical service delivery performance, including incident management, change implementation, and system uptime.
  • Provide regular service performance reports, highlighting issues, improvements, and recommendations.

Key Skills & Competencies:

• Technical Skills: (Desirable)

• Microsoft Intune Expertise: Strong proficiency in Intune for device management, software deployment, and security configuration across multiple platforms.
• Jamf Proficiency: Advanced skills in managing and securing Apple devices, including configuration, deployment, and maintenance through Jamf.
• ServiceNow Expertise: In-depth experience with ServiceNow for incident management, service request fulfilment, change management, and workflow automation.
• Ticketing and Queue Management: Skilled in optimizing ticketing systems and queue management to ensure timely resolution and seamless service delivery.
• Office 365 Administration: Solid knowledge of Office 365 for user and license management, security configuration, and application deployment.
• Wintel Systems Expertise: Comprehensive understanding of Wintel environments, including server management, Active Directory, and Windows Server configurations to ensure stable IT infrastructure and services.

• People Management Skills: (Mandatory)

• Team handling experience for team size of at least 50-100 resources
• Excellent interpersonal & organisational skills, ability to manage senior stakeholders in customer engagement.
• Resource Management: Strong understanding of resource allocation principles.
• Management Skills: Strong leadership capabilities to engage, motivate and energize the team to deliver their best.
• Excellent communication skills for interacting with clients, vendors, and internal teams at all levels.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Ability to consult and take timely action, take responsibility for outcome
• Resilience: Maintaining composure and effectiveness under pressure
• Promote diverse and inclusive work environments, respect different cultural perspectives.
• Ability to interact effectively with global stakeholders.

• Operational Skills: Ability to conduct regular audits of service operations, ensuring compliance with quality standards and identifying areas for improvement.
• Problem-Solving: Strong analytical and troubleshooting skills to resolve complex technical issues. Ability to address service performance issues, mitigate risks, and provide timely solutions to clients.
• Reporting & Data Analysis: Ability to analyse data, prepare reports on service performance, and provide actionable insights to improve technical delivery.
• Team Development: Experience in mentoring and developing technical staff to enhance team performance.

Qualifications & Experience:

• Experience: 10+ years in technical service delivery or IT management roles, with at least 5+ years in a leadership capacity managing teams in service delivery.
• Certifications:
  • ITIL Foundation certification or similar service management certifications. (Expected)
  • Microsoft Certified: Modern Desktop Administrator Associate (MD-100, MD-101).(Desirable)
  • Jamf Certified Technician (JCT) or equivalent certification for managing Apple devices. (Desirable)