Customer Delivery Lead - IT Service Excellence

Computacenter (UK) Ltd; Los Angeles (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Computacenter (UK) Ltd in Los Angeles is seeking an experienced In-Life Customer Delivery Manager to lead and govern the service delivery for Group Services across customer accounts. You will drive governance, client satisfaction, and financial performance while coordinating multiple teams and reporting to senior stakeholders.

You will manage Team Leaders, drive continual service improvement, build dashboards, and participate in strategic change within the Group Delivery organization.

Qualifications

• Legally eligible to work in the United States.
• Bachelor’s degree in Business, IT or related field.
• Experienced IT Service Management practitioner, ITIL trained (Expert status preferred).
• Strong Excel and PowerPoint skills.
• Excellent communication and stakeholder management.
• Knowledge of SAP, MS Office and MS Teams.
• Analytical mindset and data storytelling.
• Ability to influence with clear communication across management levels.
• Cross-country collaboration and global delivery awareness.
• Strong organizational and time management abilities.

Responsibilities

• Lead and manage several Team Leaders, directly and indirectly via matrix management.
• Implement governance to ensure services meet outcomes and SLAs.
• Engage customer stakeholders to demonstrate value and ensure satisfaction.
• Drive customer satisfaction, manage escalations and improve end-user experience.
• Develop ServiceNow dashboards and operational reports.
• Chair governance meetings and support service reviews.
• Meet financial targets and support contractual billing.
• Coach and mentor colleagues and contribute to strategic initiatives.

Skills

IT Service Management

ITIL

Excel & PowerPoint

Data analysis

Stakeholder management

Communication skills

SAP

MS Office

MS Teams

Governance leadership

Process improvement

Education

Bachelor’s degree in Business, Information Technology or related field

Job description

Computacenter (UK) Ltd in Los Angeles is seeking an experienced In-Life Customer Delivery Manager to lead and govern the service delivery for Group Services across customer accounts. You will drive governance, client satisfaction, and financial performance while coordinating multiple teams and reporting to senior stakeholders.

You will manage Team Leaders, drive continual service improvement, build dashboards, and participate in strategic change within the Group Delivery organization.