Delivery Lead in London

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.
• 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.

• Lead change for our customers, sometimes in supporting our Group Services colleagues in delivering more complex change.
• Demonstrate awareness of relevant project management approaches.
• Use your contacts and insight to identify new ways in which Computacenter can add value to our customers.

• Work with the Snr Delivery Lead/Delivery Director as well as Group Services and other colleagues to support the account strategy.
• Ensure that Computacenter presents itself as a single, joined-up team to the customer.
• Contribute to and deliver against a communications plan, ensuring clear & consistent messaging across various media.

• Support Group Services in the development, negotiation and agreement of contract changes within the Customer account.
• Support the management of the contract schedules that relate to your scope of service.
• Ensure compliance and manage exceptions.

• Manage the finances of your account or assigned services to ensure accurate forecasting and cost management.
• Support Group Services in costing for services in Presales.

• Work with the Service Director/Lead and account team to define and support the engagement strategy with the customer and other stakeholders.
• 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 is appropriately motivated and engaged and that individual performance is managed.
• Support the people strategy for the account, including capacity and succession planning.

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 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 – openly share ideas with colleagues.
• Inclusive – aware of & sensitive to both unconscious bias and cultural difference.
• Inspiring – likely to lead other Delivery Managers.
• Creative – able to come up with solutions to do better for our customers.
• Curious – want to get to the root of issues.
• Able to tell a story – credibly present your service performance and improvement ideas.
• Advocate Value – play an active role in the adoption & use of the Customer Value Framework.

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation.

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.

We are proud to be a Disability Confident Employer. We welcome applications from disabled people and accept applications in alternative formats.

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!