Customer Delivery Manager

Computacenter PLC; England; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A global IT services provider in the United Kingdom is seeking a Customer Delivery Manager to ensure quality and satisfaction for their clients. The role involves managing services, engaging with stakeholders, and delivering effective improvements. Candidates should have proven experience in IT Service Management and certification in ITIL. This position offers a dynamic work environment with opportunities for professional growth and is crucial for maintaining performance standards and customer satisfaction.

Qualifications

• Proven experience in IT Service Management.
• Trained in ITIL to at least Foundation status.
• Ability to lead and manage virtual teams.

Responsibilities

• Ensure high quality and customer satisfaction in service delivery.
• Manage and implement service improvements.
• Communicate performance metrics and service reports.

Skills

IT Service Management

Creative problem-solving

Data analysis

Communication skills

Collaboration

Education

ITIL Foundation certification

Job description

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Overview

As a Customer Delivery Manager (In‑life) you will be responsible for the delivery of services to Computacenter customers. You will be part of a team of Customer Delivery Managers on one of our largest UK accounts and will contribute to an effective governance model to manage the teams and partners who deliver the service. Your role will ensure high quality and customer satisfaction are maintained, issues are successfully addressed, and services meet contractual and financial performance targets. You will engage stakeholders within the customer organisation, ensuring Computacenter is responsive to their needs and delivers quality and value. You will need to travel to our customer site two days per week (Corsham UK) and will require SC clearance, meaning you must be eligible and willing to undergo the required security checks.

Responsibilities

• Manage your services to deliver promised outcomes to customers and the organisation.


• Identify and manage service improvements to enhance quality, efficiency, and effectiveness.


• Measure performance of your services, including internal delivery and partner performance.


• Implement positive recognition and interventions when improvements are required.


• Identify risks in service delivery, assess commercial implications, and take measures to eliminate or avoid risk.


• Understand the role your services play in the customer’s business.


• Prepare and deliver service reports and participate in reviews with customers and colleagues.

Change Delivery Management

• Use your contacts and insight to identify new ways to add value to customers through service improvement.Demonstrate awareness of relevant project management approaches and ensure changes to services are successfully implemented.

Business Management

• Work with the Senior Delivery Lead/Delivery Director and Group Services to support the account strategy and present a single, joined‑up team to the customer.


• Ensure delivery functions and partners understand the strategy, the customer’s business, and our role.


• Contribute to and deliver against a communications plan, both customer‑facing and internal, ensuring clear and consistent messaging across media.

Contract Management

• Support Group Services in developing, negotiating, and agreeing contract changes within the customer account.


• Manage contracts related to your scope of service, ensuring compliance and handling exceptions.

Financial Management

• Take responsibility for the financial performance of your assigned services, contributing to accurate forecasting and cost management.


• Provide costing support for services in Presales where appropriate.

Relationship Management

• Serve as the primary interface with one or more stakeholders within the customer organisation, maintaining a positive and constructive relationship.

People Management

• Perform all line management responsibilities for direct and virtual reports, ensuring motivation, engagement, and performance management.


• Support the people strategy for the account, including capacity, succession planning, capability development, and talent retention.


• Support employee engagement strategies and communications.

Performance Measurement

• Targets will be set and discussed regularly, covering customer satisfaction, delivery quality, and financial cost performance.

Key Competencies

• Creative – Come up with solutions that benefit both customers and Computacenter.


• Curious – Dive into issues requesting “the five why’s” (Six Sigma) and use data to improve performance.


• Able to tell a story – Credibly present service performance and improvement ideas to diverse audiences.


• Advocate Value – Actively promote and adopt the Customer Value Framework, continuously adding value to services delivered.

Where You’ll Fit In

• Part of the Delivery Leadership team for the account, reporting to a Lead Delivery Manager.


• Lead a virtual (matrix) delivery organisation with variability in responsibilities over time.


• Possibly act within the customer’s IT team, operating within an ecosystem of suppliers and internal stakeholders.


• Engage with a wider community of Customer Delivery Managers and contribute to in‑country delivery initiatives.

Other Requirements

• Proven practitioner in IT Service Management.


• Trained in ITIL to at least Foundation status.


• Understand how IT services fit within customers’ businesses and how Computacenter can add value.


• Motivated to succeed as a team – remove organisational boundaries using a "One Customer One Team" approach.


• Collaborative – actively share ideas across Computacenter and contribute to organisational improvement initiatives.


• Inclusive – aware of unconscious bias, cultural differences, and model a positive, inclusive working environment.


• Inspiring – lead and support others in developing their careers toward senior roles.

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