Customer Delivery Manager

Computacenter; Cambridge; On-site; GBP 65,000 - 90,000; Full time

Job summary

Computacenter in the United Kingdom seeks a Customer Delivery Manager (In-life) to lead service delivery for key accounts from within the Delivery Leadership team in Cambridge. You’ll ensure services meet contractual and financial targets and act as the primary customer interface.

You’ll manage governance, drive improvements, report on performance, coordinate with partners, and develop a high-performing, inclusive delivery culture.

Qualifications

• Proven practitioner in IT Service Management.
• ITIL Foundation certification (Foundation status) preferred.
• Understanding of how IT services fit in a customer’s business.

Responsibilities

• Lead service delivery to Computacenter customers and ensure contractual/financial performance.
• Identify risks and drive continuous service improvements with stakeholders.
• Prepare and deliver service reports and participate in reviews with customers.

Skills

IT Service Management

ITIL Foundation

Education

ITIL Foundation

Job description

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.

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 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.
• 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.

What you’ll need

What you’ll know:

• 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.

What you’ll also be:

• Motivated to succeed as a Team – You’ll know that success is about how teams work together, both within Computacenter and the customer. You’ll do all you can to remove organisational boundaries using a "One Customer One Team" approach.
• 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.
• Inspiring – It’s likely that you will lead other people, most of whom aspire to develop their careers into more senior roles. 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.