As a Lead Delivery Manager within Computacenter 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.
You’ll probably have a direct report or two, and a larger number of Computacenter and partner employees to manage within the matrix. You’ll make sure that they all understand their role within the customer and are appropriately engaged, motivated and led.
You will need to commute to the customer site (Cambridge, UK) as and when required.
Where you’ll fit in:
* Part of the Delivery Leadership team, either in your own right or reporting into a Delivery Lead, Senior Delivery Lead or delivery Director.
* Clear areas of accountability with appropriate autonomy to lead the areas of the service that you are responsible for.
* Part of a wider community of Delivery Managers with opportunity to contribute to wider in‑country Delivery initiatives.
* Likely to have a role within the customer’s day‑to‑day Delivery leadership, with a seat at their operational or strategic table.
What you’ll do
Delivery Leadership Management
* 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.
* Demonstrate understanding of our performance, what it means to our customer’s business, and what we’re doing to improve.
* Improve the efficiency & effectiveness of delivery processes and services, adding value 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.
Change Delivery Management
* Lead change for our customers, from simple in‑life service change to complex projects requiring collaboration across the Computacenter organisation.
* Use contacts and insight to identify new ways for Computacenter to add value to our customers.
Business Management
* Work with the Snr Delivery Lead/Delivery Director and Group Services to support the account strategy and present Computacenter as a single, joined‑up team to the customer.
* Ensure colleagues in our delivery functions and partners understand the strategy, the customer’s business and our place in that business.
* Deliver against a communications plan, both customer‑facing & internal.
Contract Management
* Support Group Services in the development, negotiation and agreement of contract changes within the Customer account.
* Manage contract schedules related to your scope of service, ensuring compliance and managing exceptions.
* Manage the finances of your account or assigned services for accurate forecasting and cost management to achieve or exceed financial baselines.
* Support costing for services in Presales, where appropriate.
Relationship Management
* Define and support the engagement strategy with the customer and other stakeholders.
* Act as the primary interface to senior stakeholders within the customer organisation, maintaining a positive and constructive relationship.
People Management
* Perform all line management responsibilities for direct reports, ensuring motivation, engagement and performance management.
* Support the people strategy for the account: capacity and succession planning, capability development and talent retention.
* Support the communications strategy for employee engagement.
How you’ll be measured
You’ll have clear targets set and discussed regularly, likely including objective measures of customer satisfaction, delivery quality and financial performance.
What you’ll need
What you’ll know
* Experienced practitioner in IT Service Management.
* Likely trained in ITIL, possibly to Expert status.
* Understanding of how IT services fit into a customer’s business and how to add value as a service provider.
What you’ll also be
* Motivated to succeed as a team, knowing that success is about teamwork across Computacenter and the customer.
* Promoting a “One Customer One Team” approach.
* Collaborative, openly sharing ideas and contributing to organisational initiatives.
* Inclusive, aware of unconscious bias and cultural differences, modelling a positive inclusive environment.
* Inspiring, role‑modeling for other Delivery Managers and supporting their growth.
* Creative, able to devise solutions that benefit customers and the company.
* Curious, using data and intuition to solve problems, avoiding speculative reasoning.
* Able to tell a story, presenting performance and improvement ideas credibly to various audiences.
Additional information
Country: UK
Location: Cambridge, UK - Hybrid
Hours: Full time
Role Type: Permanent
Seniority level
* Mid‑Senior level
Employment type
* Full‑time
Job function
* Information Technology
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