Customer Delivery Lead

3 weeks ago

Hatfield, United Kingdom Computacenter Full time

**Customer Delivery Lead**:
**Location**: UK - Hatfield, UK - London, UK - Reading | **Job-ID**:203265 | **Contract type**:Standard |** Business Unit**: IT Service Delivery/Managed Services

**Life on the team**

As Delivery Lead 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 within the Public Sector.
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. You’ll have a small team of direct reports, and a larger number of Computacenter and partner employees to manage within the matrix. You’ll make sure that they all understand their role within the customer and are appropriately engaged, motivated and led.

**What you’ll do**
- Delivery Leadership Management
- Lead and manage the delivery of run and change services to deliver what’s promised
- Manage performance of our internal and partner delivery teams
- Look to continually improve both the efficiency & effectiveness of delivery
- Identify risks in service delivery, assess commercial implications
- Change Delivery Management
- Pulling Computacenter together to deliver more complex change. Demonstrate awareness of relevant project management approaches
- You’ll use your contacts and insight to identify new ways in which Computacenter can add value to our customers
- Business Management
- Work with the Snr Delivery Lead/Delivery Director as well as Group Services and other colleagues, as appropriate, to support the account strategy
- Make sure that colleagues in our delivery functions, and our partners who deliver to the customer, understand the strategy, the customers’ business
- Contribute to and deliver against a communications plan, both customer-facing & internal, ensuring clear & consistent messaging
- Contract Management
- Support Group Services in the development, negotiation and agreement of contract changes within the Customer account
- Support management of contract schedules that relate to your scope of service
- Financial Management
- Manage finances of your account or assigned services to ensure accurate forecasting and cost management
- Support Group Services, where appropriate of costing for services in Presales
- Relationship Management
- Work with the Service Director/Lead and account team to define and support the engagement strategy with the customer and other stakeholders
- Be primary interface to one or more senior stakeholders within customer organisation
- People Management
- Line Management responsibilities for all Direct Reports

**What you’ll need**
- 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
- Demonstrate understanding on 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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