IT Service Delivery Manager

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About the role
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 organization. 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 small team of direct reports, 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.

What you'll be doing

• Delivery Leadership Management
  • Lead and manage the delivery of run and change services to deliver what we’ve promised our customer and our own organization.
  • Constantly drive us to do better for our customer and our own organization.
  • 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
• Change Delivery Management
  • 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 organization 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.
• Business Management
  • 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.
• Contract Management
  • 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
• Relationship Management
  • 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 organization. You’ll ensure that you maintain a positive and constructive relationship to the benefit of both organizations.

What you have

• 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…