Strategic Customer Delivery Lead

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

Benefits offered by this job

Competitive compensation

Job summary

Computacenter seeks an In-Life Customer Delivery Manager to lead service delivery for one or more customers in the US. You will govern teams and partners to meet contractual and financial targets while ensuring high customer satisfaction.

You will guide Team Leaders, drive improvements, resolve escalations, and partner with the account leadership to grow the business, mentoring colleagues along the way.

Qualifications

• Experience in IT service management disciplines and governance.
• Ability to translate IT services into business value.

Responsibilities

• Lead and manage several Team Leaders, directly and indirectly through a matrix structure.
• Implement and operate governance for internal and customer sides to deliver services as per contracts.
• Ensure SLAs, KPIs, obligations, and financial targets are met.
• Drive customer satisfaction through effective complaints processes and issue resolution.
• Manage escalations and drive continual service improvement and end-user experience.
• Develop ServiceNow dashboards and reports; prepare operational performance reviews.
• Support billing reporting and collaboration with account leadership to grow the business.
• Mentor and develop team members; participate in wider organizational initiatives.

Skills

IT Service Management

ITIL

Governance

Stakeholder management

Leadership

Excel

PowerPoint

SAP

MS Office

MS Teams

Education

Bachelor’s degree in business, IT or related field

Tools

ServiceNow

Excel

Job description

Computacenter seeks an In-Life Customer Delivery Manager to lead service delivery for one or more customers in the US. You will govern teams and partners to meet contractual and financial targets while ensuring high customer satisfaction.

You will guide Team Leaders, drive improvements, resolve escalations, and partner with the account leadership to grow the business, mentoring colleagues along the way.