Delivery Manager

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 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’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 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 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 organisation 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.

Financial Management

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 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 understand how IT services fit in a customers’ business and how we as a service provider can add value.

Good knowledge and experience of SAP, MS Office and MS Teams

Excellent attention to detail

Strategic thinking and tactical execution skills

Good knowledge of the IT industry and an understanding of IT technologies and products

Excellent written and verbal communication skills

Comfortable communicating with colleagues in different countries where English is not the first spoken language

Good self-organization and time management skills

Ability to prioritize and handle multiple requests simultaneously

Can build trust, be assertive when required and shows initiative and enthusiasm

Resilience, and able to deal with stressful situations

Business and financial acumen with strong analytical skills

Demonstrate an understanding of product supply chains

Commercially astute

Team-oriented working and thinking

What you can expect

There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.

About us

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 21,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us