Life on the team
As a Customer Delivery Manager (In-life) you will be responsible for the delivery of services to Computacenter customers. This may be part of a team of Customer Delivery Managers on a larger account, or you may take responsibility for the full scope of services on a smaller engagement or set of accounts.
Within your area of responsibility, you will contribute to an effective governance model to manage the teams and partners who deliver the service, ensuring that high quality and customer satisfaction are maintained, that issues are successfully addressed and that the services meet their contractual and financial performance targets.
You will engage stakeholders within the customer organisation. Youll make sure that Computacenter is responsive to their needs and that they understand the quality and value that we deliver for them.
You will need to be within 1 to 2 hours travelling distance to the customer site (Corsham UK) and will be required to be on call on a rota basis. This role will also require SC clearance and potentially DV clearance. You will also be required to be on site at the customer site 3 to 5 days a week.
Where youll fit in: Youll be part of the Delivery Leadership team for the account(s), normally reporting to a Lead Delivery Manager, Delivery Lead, Senior Delivery Lead or Delivery Director.
Youll have clear areas of responsibility that may vary from time to time.
You may lead a small direct team; youll almost certainly lead a virtual (matrix) delivery organisation.
Youre likely to have a role within the customers IT team. Where we operate in an ecosystem of suppliers you will have stakeholders within those suppliers to work with.
Youll also form part of a wider community of Customer Delivery Managers and will have the opportunity to actively contribute to wider in-country Delivery initiatives.
What youll do
Delivery Leadership Youll manage your services to make sure that we deliver what weve promised to our customers and our own organisation
Youll identify and manage service improvements where necessary to improve the quality, efficiency or effectiveness of our services, react to issues or better align our services to our customers needs, working with our group services colleagues
Youll measure performance of your services overall, including our internal delivery organisation and partners. Youll implement positive recognition, and interventions where improvements are necessary
Identify risks in service delivery, assess commercial implications and take measures to eliminate risk or avoid risks
Youll understand the role that your services perform in the customers business
Youll prepare and deliver service reports and participate in reviews with customers and colleagues.
Change Delivery Management Youll use your contacts and insight to identify new ways in which Computacenter can add value to our customers through the improvement of existing services
Youll demonstrate awareness of relevant project management approaches and make sure that changes to our services go into life successfully.
Business Management Youll 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
Youll 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
Youll contribute to and deliver against a communications plan, both customer-facing & internal, ensuring clear & consistent messaging both verbally & in written form across various media.
Contract Management Youll support our Group Services colleagues in the development, negotiation and agreement of contract changes within the Customer account as appropriate
Youll be involved in managing the contracts that relate to your scope of service. Youll ensure compliance and manage exceptions.
Financial Management Youre likely to have responsibility for the financial performance of your assigned services. Youll contribute to accurate forecasting and cost management
Youll input to and support our Group Services colleagues where appropriate, for costing support of services in Presales.
Relationship Management You are likely to be the primary interface to one or more stakeholders within the customer organisation. Youll ensure that you maintain a positive and constructive relationship to the benefit of both organisations.
People Management Perform all Line Management responsibilities for all Direct Reports. Ensure that your team, direct and virtual, is appropriately motivated and engaged and that individual performance is managed
Support the people strategy for the account, including capacity and succession planning, people and capability development and talent identification and retention
Support the communications strategy in support of the account and employee engagement strategies.
How youll be measured:
Youll have clear targets which will be set and discussed regularly. These are likely to include objective measures of Customer Satisfaction, delivery quality and financial cost performance.
What you'll need
You'll need to hold current SC clearance to apply for this position. You'll also need to be located 1-2 hours from the customer site (or willing to relocate).
What youll know: Youll be a proven practitioner in IT Service Management.
Youre likely trained in ITIL, at least to Foundation status.
Youll know that its not all about ITIL. Youll 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.
What youll also be: Motivated to succeed as a Team Youll know that success is about how teams work together, both within Computacenter and the customer. Youll do all you can to remove organisational boundaries using a One Customer One Team approach.
Collaborative Youll openly share ideas with colleagues across Computacenter and youll contribute to initiatives that improve our organisation outside of your account.
Inclusive Youll be aware of and sensitive to both unconscious bias and cultural difference and role model a positive approach to building an inclusive working environment.
Inspiring Its likely that you will lead other people, most of whom aspire to develop their careers into more senior roles. Youll be a role model to them and support them in their growth.
Creative Youll be able to come up with solutions to do better for our customers, for our company and ideally for both at the same time!
Curious Youll want to get to the root of issues, asking the five whys (Six Sigma) and using both data to understand and improve performance.
Able to tell a story Youll be able to credibly present your service performance and improvement ideas to different audiences, talking at an appropriate level of detail.
Advocate Value Youll play an active role in the adoption & use of the Customer Value Framework, continually improving and adding value to Computacenter services delivered to the customer.
Additional information
Country: UK Location: Corsham Based at customer site 3-5 days per week Hours: 37.5 (plus on call) Role Type: Permanent
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