Delivery Director

Computacenter; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

Computacenter is seeking a Delivery Director in the United States to lead delivery managers aligned to key customer accounts across the UK, Germany, France, and the U.S. You will drive governance, programme execution, and service excellence while building executive-level relationships.

You will champion a strong people strategy, coach delivery leaders, and partner with Sales to ensure contracted outcomes and ongoing transformation across Group Delivery initiatives.

Qualifications

• Experience leading multi-client MSP delivery teams.
• Proven ability to drive service levels and customer satisfaction.
• Strong governance and risk management capabilities.
• Experience in change services and projects.
• Ability to mentor and develop a high-performance team.
• Legally eligible to work in the United States.

Responsibilities

• Lead and drive performance of internal and Third-Party delivery teams against standards and SLAs.
• Develop and implement governance models, manage risks, and ensure contractual compliance.
• Support delivery of Change Services (projects, programmes, engagements).
• Collaborate with Sales and Services in a matrix leadership role to achieve outcomes.
• Lead account strategy and execution for Run services in the delivery location.
• Develop communications plans across Delivery Leadership teams and stakeholders.
• Plan capacity across all ISPs and cross-vendor resources for optimisation.
• Participate in presales costing and Group Services collaboration as needed.
• Mentor, coach and lead within wider CC business and in-country Services.
• Drive employee engagement and a people strategy aligned with business goals.

Skills

Leadership

Delivery management

IT Service Management

ITIL Expert

Governance

Capacity planning

Stakeholder management

Contract management

Education

Bachelor's degree in Business, IT, or related field

Job description

As a Delivery Director in a Computacenter Delivery Region, you will be accountable for leading a team of Delivery Managers aligned to Customer accounts in Computacenter’s core sales regions, United Kingdom, Germany, France, and U.S.A.

You will contribute to the functional strategy whilst establishing team-specific objectives and goals. You will create leadership and followership through leading and managing teams of people, both directly and through matrix management and will develop and motivate teams to ensure the delivery of both functional and business targets. You will implement and operate an effective governance model to ensure that the services are delivered to satisfy both the Customer’s and Computacenter’s required outcomes, including but not limited to aligning with the CC operating model, service levels, OLAs, customer satisfaction and financial targets as well as driving positive change in pursuit of service excellence.

You will establish productive relationships and networks at a Senior Executive level as well as acting as a point of escalation and guidance for major and or complex issues and campaigns. You will also play a key role in the Delivery Leadership senior team working together to grow Computacenter’s business.

You will have a role to play as a coach and mentor to other employees to ensure the continuous development of Computacenter and its people. You will also have a responsibility to engage and play a part as a senior manager in the wider organisation, working within strategic change, cost optimisation and ongoing transformational initiatives in our Group Delivery business.

What you'll be doing

• Lead and drive the performance of internal and Third-Party delivery teams against agreed standards, service levels and polices in support of the above and to ensure optimised customer satisfaction
• Lead and drive the continual improvement of both the efficiency & effectiveness of delivery processes and services, adding value that is relevant to the customer throughout the contract lifecycle, whilst also supporting Group Delivery strategies and objectives
• Implement governance according to the policies and operating models defined by Computacenter. Employ and develop processes within Delivery Leadership to identify and manage risks in service delivery, assess commercial implications and take measures to eliminate and or avoid risks.
• Support the delivery of Change Services (projects, programmes, and professional services engagements)
• Working alongside and supporting our Sales and Services colleagues in a matrix leadership role to support the achievement of contracted outcomes for both the Customer and Computacenter
• In Account – Work with the key stakeholders to support, socialise and lead an account strategy and execution plan. Supporting the aspects related to Run in your delivery location whilst also supporting your Group Delivery operational colleagues to deliver service excellence.
• You will develop and Implement a Communications Plan, covering your Group Delivery location & the extended Delivery Leadership teams, ensuring clear & consistent messaging both verbally & in written form across various media.
• Take accountability for capacity planning to include all Computacenter ISPs and cross vendor with a view to optimisation (i.e., reduced site occupancy, remote delivery of service and location strategy etc.)
• Support our Group Services colleagues in the negotiation and agreement of new contracts within the Customer account
• Lead the management of all agreed contracts in relation to delivery in your location and ensure compliance to contractual requirements, associated policies, internal and external.
• Lead and manage the delivery of contracted Run Services in your region to ensure accurate forecasting and cost management to achieve or exceed the agreed baseline cost targets
• Support our Group Services colleagues where appropriate, in the costing for services in Presales (if Group Delivery) if not part of a larger ‘service Design’
• Work in partnership with the Group Delivery senior management in your location to ensure that we meet our Group Delivery objectives related to the operations in that region.
• Work in partnership with the Delivery Leadership senior to ensure that we meet our Group Delivery objectives in a consistent way for our customers.
• Perform all Line Management responsibilities for all Direct Reports. Ensure that your team, both direct and virtual, is appropriately motivated and engaged and that individual performance is managed.
• Develop, maintain, and execute a People strategy, including succession planning, people and capability development and talent identification and retention
• Lead the development and execution of an Employee Engagement and Enablement strategy. Proactively support the Employee Engagement strategies of other Managers with people or teams engaged in the Customer Account to maximise overall people engagement.
• Develop, maintain, and execute a communications strategy in support of Delivery Leadership’s goals and the Employee Engagement strategy
• Act as a Mentor, Coach and Leader within wider in-country Services and CC business.

What you have

• Legally eligible to work in the United States
• Bachelor’s degree in Business, Information Technology or related field, or equivalent experience
• Experienced in the art of managing customers and operations in a multi-client MSP environment
• You will know to inspire and develop your team to be their best
• You will be talented at influencing senior colleagues to improve and grow our operations and services effectively
• You will be an experienced practitioner in IT Service Management
• You are likely trained in ITIL to Expert status.