Senior Delivery Manager

About the role
As a Senior Delivery Manager, 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.

 

What you'll do

• 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 Customer One Team" approach
• You'll be Computacenter's primary senior management presence in terms of all service delivery (Run). You'll facilitate engagement at a more senior level in line with the relevant customer relationship strategy and agreed governance model.
• You'll be the lead Line Manager for all Delivery Leadership people working in the account, managing a line of other Delivery Managers as appropriate to the specific account.
• As lead Line Manager you are accountable for the delivery of all Run Services. You'll also be responsible for providing a point of visible and active leadership in the Customer account for all other non-Services Computacenter people and teams, as well as contracted Third Party teams (associated with Group Delivery services), that deliver services into the customer account under Computacenter's contract(s). You will use matrix management skills to lead effective delivery for the Customer and Computacenter.

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 optimized 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, programs, 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, socialize 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 optimization (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 b