Job Details

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 organization. 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

1. Delivery Leadership Management
   • Lead and manage the delivery of run and change services to deliver what we've promised our customer and our own organization.
   • Constantly drive us to do better for our customer and our own organization.
   • 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.
2. Change Delivery Management
   • Lead change for our customers, which may involve relatively simple in-life service change or more complex changes in collaboration with Group Services.
   • Utilize contacts and insights to identify new ways in which Computacenter can add value to our customers.
3. Business Management
   • Work with the Snr Delivery Lead/Delivery Director as well as Group Services and other colleagues to support the account strategy.
   • Ensure that colleagues in our delivery functions and our partners understand the strategy, the customers' business, and our role in that business.
   • Contribute to and deliver against a communications plan, ensuring clear & consistent messaging across various media.
4. Contract Management
   • Support Group Services in the development, negotiation, and agreement of contract changes within the Customer account.
   • Manage the contract schedules that relate to your scope of service, ensuring compliance and managing exceptions.
5. Manage the finances of your account or assigned services to ensure accurate forecasting and cost management to achieve or exceed financial baselines.
6. Support Group Services in costing for services in Presales.
7. Relationship Management
   • Work with the Service Director/Lead and account team to define and support the engagement strategy with the customer and other stakeholders.
   • Act as the primary interface to senior stakeholders within the customer organization, maintaining a positive and constructive relationship.

What you have

• Legally eligible to work in the United States.
• Bachelor's degree in Business, Information Technology or related field, or equivalent experience.
• Experienced practitioner in IT Service Management.
• Trained in ITIL, possibly to Expert status.
• Understanding of how IT services fit in a customer's business and how we 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.
• Understanding of product supply chains.
• Commercially astute.

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 20,000 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