Information Technology Service Delivery Manager

Due to a recent service expansion, we're looking for two new Customer Delivery Manager's to join our Delivery Leadership team.

As a Customer Delivery Manager (In-life) you will be responsible for the delivery of services to Computacenter customers. You’ll be part of a team of Service Delivery Managers on one of our largest UK accounts.

Within your area of responsibility, you will contribute to an effective governance model to manage the teams and partners who deliver the service, ensuring that high quality and customer satisfaction are maintained, that issues are successfully addressed and that the services meet their contractual and financial performance targets.

You’ll make sure that Computacenter is responsive to their needs and that they understand the quality and value that we deliver for them.

You’ll need to travel to our customers site two days per week (Corsham UK). You’ll be part of the Delivery Leadership team for the account, reporting to a Lead Delivery Manager.
You’ll 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.

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.
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 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 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. 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
~ 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 cost performance.


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.

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 and sensitive to both unconscious bias and cultural difference and role model a positive approach to building an inclusive working environment.
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.

Location: Corsham – Based at customer site 2 days per week
Role Type: Permanent