Customer Delivery Manager

Computacenter AG & Co. oHG; Bristol; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Delivery Manager to oversee service delivery and enhance customer satisfaction. In this pivotal role, you will lead a team, manage stakeholder relationships, and ensure that services are delivered to meet contractual obligations. You will be responsible for identifying service improvements and managing risks effectively. This position offers the opportunity to work closely with customers, contributing to their success while ensuring that your team is motivated and engaged. If you are passionate about service excellence and have a knack for relationship management, this role is tailored for you.

Qualifications

• Proven experience in service delivery and customer relationship management.
• Ability to manage risks and ensure compliance with contracts.

Responsibilities

• Lead service delivery and ensure customer satisfaction is maintained.
• Manage relationships with stakeholders and oversee contract compliance.

Skills

Customer Relationship Management

Service Delivery Management

Stakeholder Engagement

Risk Management

Contract Management

Education

Bachelor's Degree in Business or IT

Tools

Project Management Software

Job description

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Customer Delivery Manager

Location: UK - Cust. Site ENG, UK - Bristol | Job-ID: 212085 | Contract type: Standard | Business Unit: Customer Success & Service Delivery

Life on the team

As a Customer Delivery Manager (In-life), you will be responsible for the delivery of services to Computacenter customers. This may be part of a team of Customer Delivery Managers on a larger account, or you may take responsibility for the full scope of services on a smaller engagement or set of 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 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.

You will need to be within 1 to 2 hours travelling distance to the customer site (Corsham UK) and will be required to be on call on a rota basis. This role will also require SC clearance and potentially DV clearance. You will also be required to be on site at the customer site 3 to 5 days a week.

Where you’ll fit in:

• You’ll be part of the Delivery Leadership team for the account(s), normally reporting to a Lead Delivery Manager, Delivery Lead, Senior Delivery Lead or Delivery Director.
• You’ll have clear areas of responsibility that may vary from time to time.
• You may lead a small direct team; you’ll almost certainly 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.

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.
• Identify risks in service delivery, assess commercial implications, and take measures to eliminate 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.
• You’ll make sure that colleagues in our delivery functions and our partners who deliver to the customer understand the strategy, the customers’ business, and our place in that business.
• You’ll contribute to and deliver against a communications plan, both customer-facing & internal, ensuring clear & consistent messaging both verbally & in written form across various media.

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.
• 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.

How you’ll be measured:

You’ll have clear targets which will be set and discussed regularly. These are likely to include objective measures of Customer Satisfaction, delivery quality, and financial cost performance.

Additional information

Country: UK
Location: Corsham – Based at customer site 3-5 days per week
Hours: 37.5 (plus on call)

Role Type: Permanent

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.