Customer Delivery Director

Customer Delivery Director (Customer Aligned)

Country: UK

Location: Hybrid - frequent travel to customer sites

Hours: 37.5

Role Type: Permanent

Life on the team

As a Service Director/Senior Delivery Lead (In-Life) you will be accountable for leading the delivery of contracted Run Services for a large customer account or a portfolio of smaller accounts.

You will lead and manage teams of people, both directly and through matrix management. You’ll implement and operate an effective governance model to ensure that the services are delivered to satisfy both the Customer’s and Computacenter’s required outcomes, including but not limited to service levels, customer satisfaction and financial targets.

You’ll also play a key role in the account leadership team working together to grow Computacenter’s business with the Customer.

You’ll have a role to play as 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 organisation, working within strategic change and ongoing transformational initiatives in our Group Delivery business.

You’ll be a member of the Senior Leadership Team of the customer account. Working alongside our Group Services colleagues to lead and deliver for the customer a “One Strategy” approach.

What you’ll do

Delivery Leadership

• Lead and manage the delivery of the contracted scope of IT services (Run Services) to achieve the contracted service levels, delivery outputs and service outcomes.
• Manage the performance of internal and Third-Party delivery teams (where the Third Party supports group delivery services) against agreed standards, service levels and polices in support of the above and to ensure optimised customer satisfaction.
• Lead the continual improvement of 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

• Support our Group Services colleagues during the delivery of Change Services (projects, programmes, and professional services engagements) through matrix leadership relevant to Group Delivery Services.
• Working alongside and supporting our Sales colleagues in this matrix leadership role to support the achievement of contracted outcomes for both the Customer and Computacenter.

Business Leadership

• In Account – Work with the Service Director to support, socialise and lead an account strategy and execution plan. Owning the aspects related to Run whilst supporting the aspects related to Relationship Management and account growth.
• You’ll develop and deliver against a Communications Plan, both customer-facing & internal, ensuring clear & consistent messaging both verbally & in written form across various media.
• Take accountability for capacity planning to include all Computacenter ISPs and cross vendor with a view to optimisation (i.e. reduced site occupancy, remote delivery of service and location strategy etc.)

Contract Management

• Support our Group Services colleagues in the negotiation and agreement of new contracts within the Customer account.
• Lead the management of all agreed contracts in relation to delivery and ensure compliance to associated policies, internal and external.
• Support our Group Services colleagues in the execution of Contract Management, Change Control and Governance activities for all agreed contracts for the Customer account in relation to Group Delivery services, leveraging expertise and support from Legal and Commercial teams, and others.

Financial Management

• Lead and manage the delivery of contracted Run Services to ensure accurate forecasting and cost management to achieve or exceed the agreed baseline cost targets.
• Support our Group Services colleagues where appropriate, in the costing for services in Presales (if Group Delivery).

Relationship Management

• Work in partnership with the Service Director and Account Manager(s) in the Relationship Strategy and stakeholder management activities for the account as agreed.
• Lead the relationship with the Customer’s Senior Management team for service delivery related activities within the account.
• Actively manage internal stakeholders on behalf of the account to secure and maintain ongoing engagement and support in delivery of contracted services (Run) and in support of the account targets, goals, and strategies.

People Management

• Perform all Line Management responsibilities for all Direct Reports. Ensure that your team, both direct and virtual, is appropriately motivated and engaged and that individual performance is managed.
• Develop, maintain, and execute a People strategy for the account, including succession planning, people and capability development and talent identification and retention.
• Lead the development and execution of an Employee Engagement and Enablement strategy for the account, focussing directly on Delivery People, but also proactively supporting the Employee Engagement strategies of other Managers with people or teams engaged in the Customer Account to maximise overall people engagement for the account.
• Develop, maintain, and execute a communications strategy in support of the account strategy and goals and the Employee Engagement strategy.
• Use coaching skills to lead and develop Services and other people within the customer account.
• Act as a Mentor or Coach within wider in-country Services and CC business outside of the teams delivering within the customer account.

What you'll need

Motivated to Succeed as a Team – You’ll not only want to do well; you will lead your team and those around you to ensure you all succeed

• You’ll set clear direction, goals and measures of success along the way and you will enable and engage your team (both direct and virtual) to understand what success looks like and to want to achieve it.
• You’ll take a lead in collaborating as “One Customer One Team” with your Group Services and other colleagues, to ensure common goals and focal points of success.
• You’ll recognise the Winning Together values as your own.

Horizon and Focus – You’ll be able to focus and be effective as both a Manager ‘looking down’ and a Leader ‘looking out and up’

• You’ll simultaneously have both ‘Management’ and ‘Leadership’ points of focus in your work and will balance your time, efforts and decisions to satisfy both
• Your Management focal point will be on ensuring you and all of the people and teams (direct and matrix; internal and Third Party) work effectively and efficiently to deliver the contracted services and achieve the required contracted outcomes, service levels, customer satisfaction, financial targets.
• But equally important will be your Leadership focal point. This is about understanding the wider business and industry context of the services relationship with your customer and the strategies of the wider in-country Services and CC business areas, to enable you to play a proactive role. That role should include being active in the development, socialisation and execution of strategic change programmes to maintain our customer and industry relevance and optimise our future delivery models and Services offerings.

Curious and keen – You’ll be eager to learn and be interested in new thinking, new ways of working and new industry developments

• You’ll have a keen interest in self-development, both personal and professional, and be able to evidence continuous and ongoing development in both.
• You’ll maintain an active, broad and deep understanding of your Customer’s business and industry and over time seek to become one of, if not THE, subject matter expert on your customer within Computacenter.
• You’ll maintain an active interest in the developments of Computacenter solutions as contained in the Services Catalogue, the IT Services industry and new technologies and products related to our market and offerings. Always seeking to know enough to be credible with your Customer and your team.

Collaborative – You’ll want to ensure that you share your expertise and best practices with your colleagues and peers to ensure that Delivery Leadership is a place where we all can win

• You’ll be an active participant in sharing and collaborating across your own Sector and the wider Group Delivery Leadership Team

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 – As a leader you will inspire others in their developmental goals and be a role model to them whilst supporting their career aspirations