Customer Delivery Manager

Jobtailor; California (MO); On-site; USD 120,000 - 170,000; Full time

Job summary

Jobtailor seeks an experienced Senior IT Service Management leader to drive governance, compliance, and customer satisfaction across services for multiple teams. The role focuses on managing escalations, delivering ServiceNow dashboards, and ensuring contractual obligations are met.

The ideal candidate will have ITIL expertise, advanced Excel/PowerPoint skills, and a strong ability to influence across borders, fostering continual service improvement and operational excellence.

Qualifications

• Legally eligible to work in the United States.
• Bachelor’s degree in Business, IT or related field, or equivalent experience.
• Experienced practitioner in IT Service Management.
• ITIL trained, possibly to Expert status.
• Excellent Excel and PowerPoint skills.
• Analytical with data.
• Good knowledge of SAP, MS Office and MS Teams.

Responsibilities

• Lead and manage several Team Leaders directly and indirectly through matrix management.
• Implement and operate a governance model to ensure services satisfaction.
• Assure all contractual Service Levels and KPIs.
• Ensure contractual obligations on Computacenter and the Customer are met.
• Drive customer satisfaction through effective complaints processes.
• Manage and resolve customer operational escalations.
• Drive continual service improvement and end-user experience.
• Advocate for team members’ voice to ensure satisfaction.
• Lead initiatives to improve team productivity.
• Drive innovation and automation with recently deployed tooling.
• Improve end user experience.
• Develop ServiceNow dashboards and reports.
• Assure all operational reporting on SLA and performance.
• Chair internal governance meetings.
• Support service review reporting from operational teams.
• Meet financial targets and reporting driving contractual billing.
• Coach and mentor other employees for continuous development.
• Engage as a Senior Manager in wider organizational transformations.

Skills

IT Service Management

ITIL Certification

Excel

PowerPoint

Data Analysis

Analytical Skills

Communication

Team Leadership

Strategic Thinking

Time Management

Prioritization

Stakeholder Management

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

SAP

Microsoft Office

MS Teams

Microsoft Excel

PowerPoint

Job description

• Lead and manage several Team Leaders directly and indirectly through matrix management
• Implement and operate an effective governance model to ensure Services satisfaction
• Assurance of all contractual Service levels and KPIs
• Assurance of all contractual obligations on Computacenter and the Customer
• Drive Customer satisfaction through effective complaints processes
• Manage and resolve Customer operational escalations
• Drive continual service improvement and end-user experience
• Advocate for team members’ voice to ensure satisfaction
• Lead initiatives to improve team’s productivity
• Drive innovation and automation with recently deployed tooling
• Improve end user experience
• Develop ServiceNow Dashboards and reports
• Assurance of all Operational Reporting on Service Level and Performance
• Chair various internal governance meetings
• Support Service Review reporting from operational teams
• Meet financial targets and reporting driving contractual billing
• Coach and mentor other employees for continuous development
• Engage as a Senior Manager in wider organizational transformations

Requirements

• Legally eligible to work in the United States
• Bachelor’s degree in Business, Information Technology or related field, or equivalent experience
• Experienced practitioner in IT Service Management
• ITIL trained, possibly to Expert status
• Expert Microsoft Excel and PowerPoint skills
• Analytical with data
• Influential in articulating technical and process requirements
• Good knowledge of SAP, MS Office and MS Teams
• Excellent attention to detail
• Strategic thinking and tactical execution skills
• Good knowledge of the IT industry and an understanding of IT technologies and products
• Excellent written and verbal communication skills
• Comfortable communicating with colleagues in different countries
• Good self-organization and time management skills
• Ability to prioritize and handle multiple requests simultaneously
• Can build trust, be assertive, and show initiative and enthusiasm
• Resilience and able to deal with stressful situations
• Business and financial acumen with strong analytical skills
• Understanding of product supply chains
• Commercially astute
• Team-oriented working and thinking

Core Competencies

Demonstrates expertise in IT Service Management, with a strong focus on driving customer satisfaction, managing operational escalations, and implementing effective governance models. Proficient in developing ServiceNow dashboards and reports while ensuring compliance with contractual obligations and KPIs.

Highest-signal resume keywords

• IT Service Management
• ITIL Certification
• ServiceNow Dashboard Development
• Microsoft Excel Expertise
• Analytical Skills

ATS Optimization Keywords

Hard Skills

• IT Service Management
• ITIL Certification
• ServiceNow Dashboard Development
• Microsoft Excel
• PowerPoint
• SAP
• Data Analysis
• Operational Reporting
• KPI Assurance
• Contractual Compliance

Soft Skills

• Excellent Communication Skills
• Team Leadership
• Strategic Thinking
• Self-Organization
• Resilience

Certifications & Qualifications

• ITIL Certification

Industry Keywords

• Customer Satisfaction
• Governance Model
• Operational Escalations
• Continuous Improvement
• Product Supply Chains

Tools & Technologies

• ServiceNow
• Microsoft Office
• MS Teams