Delivery Lead in Corsham

Location: UK - Mobile England, UK - Cust site - Corsham

Contract type: Standard

Business Unit: Customer Success & Service Delivery

Life on the team

As Delivery Lead 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 will probably have a small team of direct reports, and a larger number of Computacenter and partner employees to manage within the matrix. You will make sure that they all understand their role within the customer and are appropriately engaged, motivated and led.

Where you will fit in:

• You will be part of the Delivery Leadership team, either in your own right or reporting into a Senior Delivery Lead or Delivery Director.
• You will have clear areas of accountability and will be given appropriate autonomy to lead the areas of the service that you are responsible for.
• You will also form part of a wider community of Delivery Leads and will have the opportunity to actively contribute to wider in-country Delivery initiatives.
• You are likely to have a role within the customer’s day to day Delivery leadership.

What you will do

• Lead and manage the delivery of run and change services to deliver what we have 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 are 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.

• It’s likely that you will have a role leading change for our customers.
• Sometimes this will be relatively simple in-life service change, sometimes in supporting our Group Services colleagues it will be pulling the Computacenter organisation together to deliver more complex change.
• In carrying out these duties, you will demonstrate awareness of relevant project management approaches.
• You will use your contacts and insight to identify new ways in which Computacenter can add value to our customers.

• You will 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 will make sure that colleagues in our delivery functions, and our partners who deliver to the customer, understand the strategy, the customer’s business and our place in that business.
• You will contribute to and deliver against a communications plan, both customer-facing & internal, ensuring clear & consistent messaging both verbally & in written form across various media.

• You will support Group Services in the development, negotiation and agreement of contract changes within the Customer account.
• You will support the management of the contract schedules that relate to your scope of service.
• You will ensure compliance and manage exceptions.
• You will manage the finances of your account or assigned services to ensure accurate forecasting and cost management to achieve or exceed financial baselines.
• You will support Group Services, where appropriate of costing for services in Presales.

• You will 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 will ensure that you maintain a positive and constructive relationship to the benefit of both organisations.

• 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 you will be measured

You will have clear targets which will be set and discussed regularly. These are likely to include objective measures of Customer Satisfaction, delivery quality and financial performance.

What you will need

• You will be an experienced practitioner in IT Service Management.
• You are likely trained in ITIL, possibly to Expert status.
• You will know that it’s not all about ITIL. You will be able to show that you understand how IT services fit in a customer’s business and how we as a service provider can add value.

• Motivated to succeed as a Team.
• Collaborative.
• Inclusive.
• Inspiring.
• Creative.
• Curious.
• Able to tell a story.
• Advocate Value.

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

Our business may be about technology, but first of all it’s about people. With over 20,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.

As an equal opportunities employer, we are committed to ensuring fair and equal access to opportunities for all. Your application will be considered on its merits, regardless of your age, disability, ethnicity, gender identity, or any other characteristics protected by law. What matters most to us is that you share our vision and values, and bring the experience and skills we are looking for.

We are proud to be a Disability Confident Employer. We welcome applications from disabled people and accept applications in alternative formats. We also guarantee to interview applicants who have a disability.

If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we would love to hear from you!