Customer Delivery Manager

Life on the team

Location: Stratford Upon Avon

Hours: Full time

Role Type: Permanent

Summary:

In short – we drive the delivery of high-quality services and customer satisfaction.

Our Delivery Leadership team is the central point of contact into Group Delivery for Customers and Service Management.

We are responsible to consistently deliver high quality competitive Group Delivery services, delighting our customers, and ensuring services are being delivered against measures that matter around quality and innovation.

What you’ll do

As a Customer Delivery Manager (In-life) you will be responsible for the delivery of services to one of Computacenter’s large public sector customers. You’ll take responsibility for the full scope of services on this account.

Within your area of responsibility, you will contribute to an effective governance model to matrix 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 organisation. You’ll make sure that Computacenter is responsive to their needs and that they understand the quality and value that we deliver for them.

Where you’ll fit in:

• You’ll be part of the Delivery Leadership team for the account reporting to the Delivery Lead.
• You’ll have clear areas of responsibility that may vary from time to time.
• You’ll 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 Customer Delivery Managers and will have the opportunity to actively contribute to wider in-country Delivery initiatives.

How you’ll be measured:

• You’ll have clear targets which will be set and discussed regularly. These will include objective measures of Customer Satisfaction, delivery quality and financial cost performance.

What you’ll need

You’ll need to know:

• 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.

You’ll need to 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 and 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.