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Location: UK - Cust site - Corsham | Job-ID: 214193 | Contract type: Standard | Business Unit: Customer Success & Service Delivery

Life on the team

As a Lead Delivery Manager within Computacenter 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 make sure that your services deliver what we have promised to our customer and to our organisation. This means meeting service levels, meeting financial targets and supporting our Group Services colleague 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 make sure that they all understand their role within the customer and are appropriately engaged, motivated and led.

You will need to be within an 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 five days a week.

Where you’ll fit in:

• You’ll be part of the Delivery Leadership team, either in your own right or reporting into a Delivery Lead, Senior Delivery Lead or delivery Director.
• You’ll have clear areas of accountability and will be given appropriate autonomy to lead the areas of the service that you are responsible for.
• You’ll also form part of a wider community of Delivery Managers and will have the opportunity to actively contribute to wider in-country Delivery initiatives.
• You’re likely to have a role within the customer’s day to day Delivery leadership. Depending on the customer you may have a seat at their operational or strategic table. You may need to work as part of a virtual leadership team with other suppliers.

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 organisation.
• Constantly drive us to do better for our customer and our own organisation.
• Objectively manage performance of our internal and partner delivery teams.
• Be able to 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 that is relevant to the customer throughout the contract lifecycle.
• Identify risks in service delivery, assess commercial implications and take measures to eliminate risk or avoid risks.

Change Delivery Management

• It’s likely that you’ll have a role leading change for our customers. Sometimes this will be relatively simple in-life service change, sometimes in supporting out Group Services colleagues it will be pulling the Computacenter organisation together to deliver more complex change. In carrying out these duties, you will 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

• 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 Group Services in the development, negotiation and agreement of contract changes within the Customer account
• You’ll support the management of the contract schedules that relate to your scope of service. You’ll ensure compliance and manage exceptions.
• You’ll manage the finances of your account or assigned services to ensure accurate forecasting and cost management to achieve or exceed financial baselines.
• You’ll support Group Services, where appropriate of costing for services in Presales

Relationship Management

• You’ll work with the Service Director/Lead and account team to define and support the engagement strategy with the customer and other stakeholders
• You are likely to be the primary interface to one or more senior 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 performance.

What you’ll need

What you’ll know:

• 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. 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.

You'll also need to be:

• SC and DV cleared.
• Experience in a similar position - ideally focused around incident management.
• 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 act and encourage your people 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 & 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 Delivery Managers, 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 and intuition appropriately. You’ll avoid “I think, I feel, it seems” as much as you can, in favour of “I know”.
• 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.

Additional information

Location: Corsham – Based at customer site five 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.