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Lead Delivery Manager
Location: UK - Cust. Site ENG, UK - Bristol | Job-ID: 212092 | Contract type: Standard | Business Unit: Customer Success & Service Delivery
Life on the team
As a Lead Delivery Manager within Computacenter 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 ensure 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 colleagues 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 ensure that they all understand their role within the customer and are appropriately engaged, motivated, and led.
You will need to be within 1 to 2 hours travelling distance to the customer site (Corsham UK) and will be required to be on call on a rota basis. This role will also require SC clearance and potentially DV clearance. You will also be required to be on site at the customer site 3 to 5 days a week.
What you’ll do
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.
* 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 or avoid risks.
Change Delivery Management
* Lead change for our customers, from simple in-life service change to complex change involving multiple stakeholders.
* Use your contacts and insight to identify new ways in which Computacenter can add value to our customers.
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 place in that business.
* Contribute to and deliver against a communications plan, ensuring clear & consistent messaging across various media.
Contract Management
* Support Group Services in the development, negotiation and agreement of contract changes within the Customer account.
* Manage the contract schedules related to your scope of service, ensuring compliance and managing exceptions.
* Manage the finances of your account or assigned services to ensure accurate forecasting and cost management.
* Support Group Services in costing for services in Presales, where appropriate.
Relationship Management
* Work with the Service Director/Lead and account team to define and support the engagement strategy with the customer and stakeholders.
* Maintain a positive and constructive relationship with senior stakeholders within the customer organisation.
People Management
* Perform all Line Management responsibilities for all Direct Reports, ensuring motivation and engagement.
* Support the people strategy for the account, including capacity and succession planning.
* Support the communications strategy for account and employee engagement.
How you’ll be measured:
You’ll have clear targets which will be set and discussed regularly, likely including objective measures of Customer Satisfaction, delivery quality, and financial performance.
What you’ll need
What you’ll know:
* You’ll be an experienced practitioner in IT Service Management.
* You’re likely trained in ITIL, possibly to Expert status.
* You’ll understand how IT services fit in a customer’s business and how we as a service provider can add value.
What you’ll also be:
* Motivated to succeed as a Team, understanding the importance of collaboration.
* Collaborative, sharing ideas with colleagues and contributing to initiatives.
* Inclusive, aware of unconscious bias and cultural differences.
* Inspiring, leading other Delivery Managers and supporting their growth.
* Creative, finding solutions for our customers and the company.
* Curious, investigating issues thoroughly and using data appropriately.
* Able to tell a story, presenting service performance and improvement ideas effectively.
Additional information
Country: UK
Location: Corsham – Based at customer site 3-5 days per week
Hours: 37.5 (plus on call)
Role Type: Permanent
About us
With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries.
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