Customer Delivery Manager

About the role

As an (In-Life) Customer Delivery Manager (“CDM”) you will be responsible for leading the service delivery of our Group Services to one or many Customers. The specific Service Lines/Offerings and Customer(s) will be assigned by your Line Manager. You may be a 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 organization. You’ll make sure that Computacenter is responsive to their needs and that they understand the quality and value that we deliver for them.

What you'll be doing

You will lead and manage several Team Leaders, both directly and indirectly through a matrix management. You’ll implement and operate an effective governance model (both internal & Customer) to ensure that the Services are delivered to satisfy both the Customer’s and Computacenter’s required outcomes, leading the day to day running of the Operations which includes, but is not limited, to:

Assurance of all contractual Service levels and KPIs

Assurance of all contractual obligations on both Computacenter and the Customer

Drive Customer satisfaction through an effective compliments and complaints processes

Manage and resolve Customer operational escalations

Drive continual service improvement and end user experience on the run Services delivered

Understand and advocate the voice our team members to ensure employee enablement and satisfaction

Lead initiatives to improve our team’s productivity

Drive innovation and automation with recently deployed tooling

Improve the end user experience

Develop ServiceNow Dashboards and reports

Assurance of all Operational Reporting on Service Level and Service Performance

Chair various Daily/Weekly/Monthly internal governance meetings

Support Service Review reporting from the operational teams

Meet financial targets, including reporting which drives contractual billing.

You’ll also play a key role in the account leadership team working together to grow the Computacenter business with the Customer. As part of your role, you will be a coach and mentor to other employees to ensure the continuous development of Computacenter and its people, not just as a Line Manager within your own team. You’ll also have a responsibility to engage and play a part as a Senior Manager in the wider organization, working within strategic change and ongoing transformational initiatives in our Group Delivery business.

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.

You’ll demonstrate Expert Microsoft Excel and PowerPoint skills.

You’ll love being analytical with the data to understand the story that the data and the agents are telling

You’ll be a master of influence with the ability to articulate technical and process requirements and to present effectively to all levels of Management.

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