Delivery Manager

As a Lead Delivery Manager within Computacenter 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 be part of the Delivery Leadership team, either in your own right or reporting into a Delivery Lead, Senior Delivery Lead or delivery Director.
* You’ll have clear areas of accountability and will be given appropriate autonomy to lead the areas of the service that you are responsible for.
* You’ll also form part of a wider community of Delivery Managers and will have the opportunity to actively contribute to wider in-country Delivery initiatives.
* You’re likely to have a role within the customer’s day to day Delivery leadership. You may need to work as part of a virtual leadership team with other suppliers.

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
* 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
* It’s likely that you’ll have a role leading change for our customers. Sometimes this will be relatively simple in-life service change, sometimes in supporting out Group Services colleagues it will be pulling the Computacenter organisation together to deliver more complex change. In carrying out these duties, you will demonstrate awareness of relevant project management approaches
* 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
* 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. 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
* 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.

These are likely to include objective measures of Customer Satisfaction, delivery quality and financial performance.

Cambridge, UK - Hybrid
Hours: Full time
Role Type: Permanent
You’ll be an experienced practitioner in IT Service Management.
* You’re likely trained in ITIL, possibly 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.

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 Delivery Managers, 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 and intuition appropriately. 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.