Customer Delivery Manager

Location: UK - Reading

Contract type: Standard

Business Unit: Customer Success & Service Delivery

Life on the team

In short – we drive the delivery of high-quality services and customer satisfaction. Our Delivery Leadership team is the central point of contact into Group Delivery for Customers and Service Management. We are responsible for consistently delivering high quality competitive Group Delivery services, delighting our customers, and ensuring services are being delivered against measures that matter around quality and innovation.

What you’ll do

As a Customer Delivery Manager (In-life) you will be responsible for the delivery of services to one or more 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. You’ll make sure that Computacenter is responsive to their needs and that they understand the quality and value that we deliver for them.

Where you’ll fit in:

• 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. 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 & managing risks in service delivery, assess commercial implications and take measures to eliminate risk or avoid risks.
• Change Delivery Management - You’ll have a role leading change for our customers. 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 organisation. You’ll ensure that you maintain a positive and constructive relationship to the benefit of both organisations.

What you’ll need

Experience managing & delivering complex services utilising offshore capabilities (ideally device lifecycle management). Demonstratable experience managing customer relationships at a senior level. You’ll be an experienced practitioner in IT Service Management. You’ll know that it’s not all about ITIL. You’ll 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.

Additional information

Country: UK

Location: Bracknell - Hybrid working

Hours: 37.5

Role Type: Permanent

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.