Senior Customer Delivery Manager

About the role
As a Senior Customer 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 organization, working within strategic change and ongoing transformational initiatives in our Group Delivery business.

What you'll be doing

• You'll be a part of the Delivery Leadership team, either in your own right or reporting through the Delivery Lead/Senior Delivery Lead to our customers.
• You'll have clear areas of accountability and will be given appropriate autonomy to lead the areas of the service that you are responsible for.
• You'll also form part of a wider community of Delivery Lead’s and will have the opportunity to actively contribute to wider in-country Delivery initiatives.

Delivery Leadership

• Lead and manage the delivery of run and change services to deliver what we’ve promised our customer and our own organization.
• Constantly drive us to do better for our customer and our own organization.  
• Objectively manage performance of our internal and partner delivery teams.
• Be able to 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 risk or avoid risk.

Change Delivery Management

• It’s likely that you’ll have a role leading change for our customers.  Sometimes this will be relatively simple in-life service change, sometimes in supporting out Group Services colleagues it will be pulling the Computacenter 
  organization together to deliver more complex change. In carrying out these duties, you will demonstrate awareness of relevant project management approaches.
• You’ll use your contacts and insight to identify new ways in which Computacenter can add value to our customers.  

Business Leadership

• Work with the Senior Delivery Manager/Delivery Director as well as Group Services and other colleagues, as appropriate, to support the account strategy and to ensure that Computacenter presents itself as a single, joined-up team to the customer.
• Contribute to and deliver against a communications plan, both customer-facing & internal, ensuring clear & consistent messaging both verbally & in written form across various media.

Contract Management

• Support Group Services in the development, negotiation, and agreement of contract changes within the Customer account.
• Support the management of the contract schedules that relate to your scope of service.  You’ll ensure compliance and manage exceptions.

Financial Management

• Manage the finances of your account or assigned services to ensure accurate forecasting and cost management to achieve or exceed financial baselines.

Relationship Management

• Work with the Delivery Lead/Snr Lead and account team to define and support the engagement strategy with the customer and other stakeholders. 
• Primary interface to one or more senior stakeholders within the customer organization ensuring that you maintain a positive and constructive relationship to the benefit of both organizations.

What you have

• Legally eligible to work in the United States.
• 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 w