IT Service Delivery Manager
About the role
As a Delivery Manager, 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 ensure that your services deliver what we have promised to our customer and to our organization. This means meeting service levels, financial targets, and supporting our Group Services colleagues to grow the business and drive overall customer satisfaction through the delivery of service excellence.
You’ll probably have a small team of direct reports and a larger number of Computacenter and partner employees to manage within the matrix. You’ll ensure 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 we’ve promised our customer and our own organization.
- Constantly drive us to do better for our customer and our own organization.
- Objectively manage performance of our internal and partner delivery teams.
- 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 relevant to the customer throughout the contract lifecycle.
- Identify risks in service delivery, assess commercial implications, and take measures to eliminate or avoid risks.
- Change Delivery Management
- Lead change for our customers, which may involve relatively simple in-life service change or supporting our Group Services colleagues in delivering complex change.
- Utilize contacts and insights to identify new ways for Computacenter to add value to our customers.
- Business Management
- Work with the Snr Delivery Lead/Delivery Director and Group Services to support the account strategy and ensure that Computacenter presents itself as a single, joined-up team to the customer.
- Ensure that colleagues in our delivery functions and our partners understand the strategy, the customers’ business, and our place in that business.
- Contribute to and deliver against a communications plan, ensuring clear & consistent messaging both verbally & in written form across various media.
- Contract Management
- Support Group Services in the development, negotiation, and agreement of contract changes within the Customer account.
- Manage the contract schedules related to your scope of service, ensuring compliance and managing exceptions.
- Manage the finances of your account or assigned services to ensure accurate forecasting and cost management to achieve or exceed financial baselines.
- Support Group Services in 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.
- Act as the primary interface to one or more senior stakeholders within the customer organization, maintaining a positive and constructive relationship.
What you have
- Legally eligible to work in the United States.
- Bachelor’s degree in Business, Information Technology, or related field, or equivalent experience.
- Experienced practitioner in IT Service Management.
- Trained in ITIL, possibly to Expert status.
- Understanding of how IT services fit in a customer’s business and how we as a service provider can add value.
- Good knowledge and experience of SAP, MS Office, and MS Teams.
- Excellent attention to detail.
- Strategic thinking and tactical execution skills.
- Good knowledge of the IT industry and understanding of IT technologies and products.
- Excellent written and verbal communication skills.
- Comfortable communicating with colleagues in different countries where English is not the first spoken language.
- Good self-organization and time management skills.
- Ability to prioritize and handle multiple requests simultaneously.
- Can build trust, be assertive when required, and shows initiative and enthusiasm.
- Resilience, able to deal with stressful situations.
- Business and financial acumen with strong analytical skills.
- Understanding of product supply chains.
- Commercially astute.
- Team-oriented working and thinking.
What you can expect
There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.
About us
Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 20,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco, Irvine, Norcross, Plano, and New York City; and Integration Centers in Silicon Valley and Atlanta.