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Life on the team
Are you passionate about delivering excellent services and delighting Computacenter customers? We’re a rapidly growing team supporting Computacenter customers across the globe.
• You’ll be part of the Delivery Leadership team for the account(s), normally reporting to a Delivery Lead or Delivery Director.
• You’ll have clear areas of responsibility that may vary from time to time.
• You may lead a small direct team; you’ll almost certainly lead a virtual (matrix) delivery organisation.
• You’re likely to have a role within the customer’s IT team. Where we operate in an “ecosystem” of suppliers you will have stakeholders within those suppliers to work with.
• You’ll also form part of a wider community of Delivery leads and will have the opportunity to actively contribute to wider in-country Delivery initiatives.
If you are excited about pursuing your career in Service Delivery Leadership, you are at the right place. COME JOIN US, COME GROW WITH US.
What you’ll do
Delivery Leadership:
- 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 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.
Relationship Management
- You’ll work with the Delivery Lead/Snr 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.
People Management
- Perform all Line Management responsibilities for all Direct Reports. Ensure that your team, direct and virtual, is appropriately motivated and engaged and that individual performance is managed.
- Support the people strategy for the account, including capacity and succession planning, people and capability development and talent identification and retention
- Support the communications strategy in support of the account and employee engagement strategies.
What you’ll need
- 15 – 20 Years of experience required.
- You’ll be a proven practitioner in IT Service Management.
- You’re likely trained in ITIL, at least to Foundation 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.
- Experience managing senior stakeholders.
- Experience managing Managed services.
You will also be
- Motivated to succeed as a Team – You’ll know that success is about how teams work together, both within Computacenter and the customer. You’ll do all you can to remove organisational boundaries using a “One Customer One Team” approach.
- Collaborative – You’ll openly share ideas with colleagues across Computacenter and you’ll contribute to initiatives that improve our organisation outside of your account.
- Inclusive – You’ll be aware of & sensitive to both unconscious bias and cultural difference and role model a positive approach to building an inclusive working environment.
- Inspiring – It’s likely that you will lead other people, most of whom aspire to develop their careers into more senior roles. You’ll be a role model to them and support them in their growth.
- Creative – You’ll be able to come up with solutions to do better for our customers, for our company and ideally for both at the same time!
- Curious – You’ll want to get to the root of issues, asking “the five why’s” (Six Sigma) and using both data to understand and improve performance.
- Able to tell a story – You’ll be able to credibly present your service performance and improvement ideas to different audiences, talking at an appropriate level of detail.
- Advocate Value – You’ll play an active role in the adoption & use of the Customer Value Framework, continually improving and adding value to Computacenter services delivered to the customer.
