Customer Delivery Manager

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