Customer Delivery Manager Country: UK Location: Hybrid-working Hours: 37.5 Role Type: Permanent Life on the team As a Delivery Manager, you will be accountable for leading and managing service and change delivery for an account, a group of accounts or for a significant area of service within one of our larger accounts. You will lead a team, both directly and through matrix management. You will operate an effective governance model to make sure that your services deliver what we have promised to our customer and to our organisation. This means meeting service levels, meeting financial targets and supporting our Group Services colleague to grow the business and drive overall customer satisfaction, through the delivery of service excellence. Youll have a larger number of geographically dispersed Computacenter and partner employees to manage and ensure they are delivering the service to our customer. Youll make sure that they all understand their role within the customer and are appropriately engaged, motivated, and led. This is a fantastic opportunity for you to join an established team, giving you the ability to contribute to the processes and success of this team. We are proud that Computacenter is a place where people matter just as we are of our managers who are real advocates for their people, helping them to power their personal development and enabling them to reach their full potential. We may be international in our reach and reputation, but you will be empowered to be able to influence what goes on and to make a real impact What youll do On a day-to-day basis this looks like: Delivery Leadership Management Lead and manage the delivery of run and change services to deliver what weve 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 customers business, and what were 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 & managing risks in service delivery, assess commercial implications and take measures to eliminate risk or avoid risks. Change Delivery Management Youll have a role leading change for our customers Youll use your contacts and insight to identify new ways in which Computacenter can add value to our customers. 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 Group Services in the development, negotiation, and agreement of contract changes within the Customer account Youll support the management of the contract schedules that relate to your scope of service. Youll ensure compliance and manage exceptions. Financial Management Youll manage the finances of your account or assigned services to ensure accurate forecasting and cost management to achieve or exceed financial baselines Youll support Group Services, where appropriate of costing for services in Presales. Relationship Management Youll 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 Youll ensure that you maintain a positive and constructive relationship to the benefit of both organisations. What youll need Experience managing & delivering complex services utilising offshore capabilities Demonstratable experience managing customer relationships at a senior level Youll be an experienced practitioner in IT Service Management 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 You are an experienced Delivery Manager, and you know how to manage, support, and motivate employees with different cultural and national background. Equal opportunities At Computacenter, we strive to create a working culture where all our people can be free to be themselves; where they are valued, respected and supported to reach their full potential and experience a sense of belonging. We recognise that not everyone starts from the same place. As part of our meritocratic approach, we take steps to ensure that there is fair and equitable access to opportunities for all. We are a proud equal opportunities employer and we take our equality responsibilities seriously when we consider qualified candidates for employment without regard to age, disability, ethnicity, gender identity, marital status, pregnancy, parenthood, religion or belief, sex or sexual orientation, veteran status, or any other characteristics protected by law. Our commitment to equal opportunity and zero-tolerance of discrimination extends to all aspects of the employment relationship, including, but not limited to, hiring, promotions, working conditions, compensation, and benefits. Our approach to where we work is simple: we want to help our people effectively navigate hybrid working. Our offices continue to be a place where we connect and collaborate with each other.