Customer Delivery Manager

1 month ago

Hatfield, United Kingdom Computacenter AG & Co. oHG Full time

 Location: UK - Cust. Site ENG | Job-ID: 207529 | Contract type: Standard | Business Unit: Information Technology

Life on the team

As one of the Customer Delivery Managers on the team, you will be accountable for governing and assuring a group of services delivered on the account.

You will lead teams across multiple sites through matrix management. You will operate an effective governance model to make sure that your services deliver in line with our contractual obligations in the customers estate.  This means meeting service levels, meeting financial targets, stakeholder management and supporting our Group Services colleague to grow the business and drive overall customer satisfaction, through the delivery of service excellence.

You’ll have a larger number of geographically dispersed Computacenter and partner employees to manage and ensure they are delivering the service to our customer.  You’ll make sure that they all understand their role within the customer environment and are appropriately engaged, motivated, and led.

This is an exciting opportunity for you to join an established team, giving you the ability to contribute to the processes and success of this account. 

We are proud that Computacenter is a place where people matter just as we are of our managers who are real advocates for their people, helping them to power their personal development and enabling them to reach their full potential.  We may be international in our reach and reputation, but you will be empowered to be able to influence what goes on and to make a real impact

 

The role

As a Customer Delivery Manager you will be responsible for the delivery of services across multiple UK sites.  You will be part of a team of Customer Delivery Managers who will deliver services that will interlink with the delivery of your services. You will be required to travel within the role.

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 will engage stakeholders within the customer organisation.  You’ll make sure that Computacenter is responsive to their needs and that they understand the quality and value that we deliver for them.

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.
    • You’ll 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

  • 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.

 

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. 
 

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