Senior IT Service Delivery & Change Lead

Computacenter AG & Co. oHG; Indianapolis (IN); On-site; USD 110,000 - 160,000; Full time

Job summary

Computacenter AG & Co. oHG in the United States seeks a Delivery Manager to lead and manage service and change delivery for key accounts within one of our larger programs. You will guide a team and ensure governance, service levels and financial targets are met.

The role emphasizes delivery leadership, change delivery, contract management and relationship management, with responsibility for performance, risk, and value delivery across customer engagements.

Qualifications

• Legally eligible to work in the United States
• Bachelor’s degree in Business, Information Technology or related field, or equivalent experience
• 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.
• Good knowledge and experience 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 where English is not the first spoken language
• Good self-organization and time management skills
• Ability to prioritize and handle multiple requests simultaneously
• Can build trust, be assertive when required and shows initiative and enthusiasm
• Resilience, and able to deal with stressful situations
• Business and financial acumen with strong analytical skills
• Demonstrate an understanding of product supply chains
• Commercially astute
• Team-oriented working and thinking

Responsibilities

• 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.
• 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.
• 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.
• 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
• 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.

Skills

IT Service Management

ITIL

SAP

MS Office

MS Teams

Excellent communication

Education

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

Tools

SAP

MS Office

MS Teams

Job description

Computacenter AG & Co. oHG in the United States seeks a Delivery Manager to lead and manage service and change delivery for key accounts within one of our larger programs. You will guide a team and ensure governance, service levels and financial targets are met.

The role emphasizes delivery leadership, change delivery, contract management and relationship management, with responsibility for performance, risk, and value delivery across customer engagements.