Customer Delivery Manager

Life on the team

Are you passionate about delivering excellent services and delighting Computacenter customers? We’re a rapidly growing team supporting Computacenter customers across the globe.

• 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.

If you are excited about pursuing your career in Service Delivery Leadership, you are at the right place. COME JOIN US, COME GROW WITH US.

What you’ll do

Delivery Leadership:

• You’ll manage your services to make sure that we deliver what we’ve promised to our customers and our own organisation.
• You’ll identify and manage service improvements where necessary to improve the quality, efficiency, or effectiveness of our services, react to issues or better align our services to our customers’ needs, working with our group services colleagues.
• You’ll measure performance of your services overall, including our internal delivery organisation and partners. You’ll implement positive recognition, and interventions where improvements are necessary.
• Identify risks in service delivery, assess commercial implications and take measures to eliminate risk or avoid risks
• You’ll understand the role that your services perform in the customers’ business.
• You’ll prepare and deliver service reports and participate in reviews with customers and colleagues.

Change Delivery Management

• You’ll use your contacts and insight to identify new ways in which Computacenter can add value to our customers through the improvement of existing services.
• You’ll demonstrate awareness of relevant project management approaches and make sure that changes to our services go into life successfully.

Business Management

• You’ll have the chance to input into account strategy in conjunction with our Group Services colleagues.
• You’ll make sure that the teams you lead (both direct line and virtual) understand the account strategy, customer priorities and their role within both.

Contract Management

• You’ll support our Group Services colleagues in the development, negotiation, and agreement of contract changes within the Customer account as appropriate.
• You’ll be involved in managing the contracts that relate to your scope of service. You’ll ensure compliance and manage exceptions.

Financial Management

• You’re likely to have responsibility for the financial performance of your assigned services. You’ll contribute to accurate forecasting and cost management.
• You’ll input to and support our Group Services colleagues where appropriate, for costing support of services in Presales

Relationship Management

• 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

• 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.
• Support the people strategy for the account, including capacity and succession planning, people and capability development and talent identification and retention
• Support the communications strategy in support of the account and employee engagement strategies.

What you’ll need

• 12 – 15 Years of experience required.
• 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.
• Experience managing senior stakeholders.
• Experience managing Managed services.

You will 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.

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, and enabling people and their businesses.

Learning and development

Our people are our strength which is why we offer leadership training, coaching, mentoring, professional development, and international opportunities. Whichever direction you choose to go in – whether it’s a well-trodden path or a completely new part of the business – we’ll support you. Our managers champion their people, powering their personal development and helping them to reach their full potential.

You belong

We passionately believe in the power of diversity and inclusion. We celebrate our differences because we know a diverse workforce with different experiences and perspectives helps us win together. And to do that, you need to feel comfortable to bring your whole self to work – and you can only do that when you feel supported, valued, and have a sense of belonging which is what we strive to achieve. Your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. All that matters to us is that you share our vision and our values, and that you bring the experience and skills we need. We are proud to be a Disability Confident Employer, we welcome applications from people with a disability – and guarantee to interview applicants who have a disability and meet the essential requirements for the job.