At a Glance
- Tasks: Lead a global team of 300, ensuring exceptional service delivery and customer satisfaction.
- Company: Join Computacenter, a leading IT infrastructure services provider with a collaborative culture.
- Benefits: Enjoy a dynamic work environment, opportunities for travel, and a focus on teamwork.
- Other info: Be part of a diverse team that values performance and community.
- Why this job: Make a real impact by shaping service delivery and influencing customer outcomes globally.
- Qualifications: Proven leadership in service delivery, strong communication skills, and commercial acumen.
The predicted salary is between 56059 - 68517 £ per year.
Location: UK - Hatfield, UK - London, UK - Milton Keynes, UK - Reading | Job-ID: 220060 | Contract type: Standard | Business Unit: Customer Success & Service Delivery
Life on the team
We are excited to announce that we are looking to hire a Global Service Delivery Leadership Director into our thriving Group Managed Services organisation within Computacenter. This is a highly visible leadership role, responsible for running a large, high-performing function that delivers exceptional service outcomes for our customers while balancing operational excellence, commercial performance and strong stakeholder engagement.
So, who are we?
Service Delivery Leadership represents our services to key internal and external stakeholders. Working within Group Managed Services and collaborating closely with Sales, Service Management and our internal delivery engines, the function is accountable for ensuring that services are delivered to the quality, cost and commercial commitments agreed with our customers. It is a high-performing environment and a strong breeding ground for talent, where leaders are expected to challenge positively, drive service improvement and ensure our services remain relevant, competitive and aligned to customer needs.
What you’ll do
As Global Service Delivery Leadership Director, you will lead a substantial international service delivery community of around 300 people across core countries and nearshore/offshore locations. You will be responsible for ensuring the function delivers against customer commitments, service levels, cost baselines and commercial targets, while building strong relationships across Sales, Service Management, customers and senior stakeholders.
- Lead a large, high-performing function: Inspire, motivate and develop a diverse service delivery community of approximately 300 people across the globe.
- Deliver customer commitments: Ensure services are delivered in line with agreed SLAs, customer expectations, operational standards and contractual commitments, with a strong focus on service improvement and customer satisfaction.
- Drive commercial and operational performance: Own functional performance against headcount, utilisation, cost optimisation and P&L-related targets, ensuring the baseline of each opportunity is delivered effectively.
- Partner with Sales and customers: Work closely with Sales, customers and Service Management to understand customer challenges, support new opportunities and guide decision-making with a pragmatic, commercially aware approach.
- Manage escalations and service improvement: Take ownership of complex customer escalations, drive service improvement plans and ensure teams are focused on resolving issues at pace in a high-pressure environment.
- Provide governance and assurance: Service Delivery form part of the Governance sign-off process for deal reviews, service changes, operational assurance and compliance with policy, process and company values.
- Build strategic relationships: Develop trusted relationships with senior internal stakeholders, customers and service partners, remaining visible across the organisation and representing the function with credibility.
- Champion global collaboration: Contribute to a one-team global leadership approach, working collaboratively across functions and geographies to deliver consistent, high-quality service outcomes.
What you’ll need
- Senior service delivery leadership experience: A strong background in leading complex service delivery operations within a large organisation, with the credibility to understand how services are delivered and where performance can be improved.
- Commercial and operational acumen: The ability to balance customer, operational and commercial priorities, with experience working against targets linked to utilisation, cost, service performance and customer outcomes.
- Stakeholder and customer management: Proven experience working with Sales, customer-facing teams and senior stakeholders, with the confidence to guide, challenge and influence in a constructive and diplomatic way.
- Resilience and tenacity: A calm, confident and self-motivated leader who can remain focused in a fast-paced environment, handle escalations thoughtfully and support teams to deliver meaningful service improvement.
- Clear communication: Strong written and verbal communication skills, with the ability to be concise, credible and effective when engaging at senior and executive levels.
- Political awareness and collaboration: The ability to navigate a complex organisation, balance facts, data and stakeholder perspectives, and work collaboratively across functions, countries and cultures.
- People leadership: Experience motivating, inspiring and developing large teams and leadership communities, creating clarity, accountability and momentum across a broad function.
Why join us?
This is a diverse, challenging and highly visible role for someone who enjoys operating at pace, influencing across a complex organisation and seeing the direct impact of their leadership on customer outcomes. You will have the opportunity to lead a critical function, work closely with senior leaders across Sales and Service Management, win customers over through service excellence and play a key role in shaping how we deliver for our customers globally. The role will involve regular travel across key locations, including Hatfield and Blackfriars, as well as engagement with teams and stakeholders across our core countries and global delivery locations.
About us
Computacenter is a leading independent provider of IT infrastructure services, with about 21,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.
We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.
Interested in joining a company with a strong sense of community?
We’re growing. We’re hiring. We encourage. We empower. We support.
Global Service Delivery Leadership Director in London employer: Computacenter
As a Senior Consultant at our company, you'll be part of a dynamic team that values innovation and collaboration, working in a vibrant location that fosters creativity and professional growth. We offer competitive benefits, a supportive work culture that encourages continuous learning, and unique opportunities to lead impactful projects in the cloud technology space. Join us to not only advance your career but also to make a meaningful contribution to cutting-edge solutions in enterprise private cloud platforms.
StudySmarter Expert Advice🤫
We think this is how you could land Global Service Delivery Leadership Director in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Computacenter. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Computacenter before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Global Service Delivery Leadership Director in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Computacenter:Your cover letter is your chance to shine! Tell us why you want to work at Computacenter specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Computacenter!
How to prepare for a job interview at Computacenter
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
