Operations Delivery Manager

About the role
As an Operations Delivery Manager, you will be responsible for leading and managing all day-to-day operational delivery activities for in-scope service outcomes and service Change, specific to Operational & Field Services, and all dependencies, across the wider Field & Lifecycle Services organisation.

 

What you'll do

• Partner with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
• Operational Delivery
  • You will ensure that all in-scope contractual obligations, for Operational & Field Services are compliant,
  • These may include, but not be limited to:
    • Operating efficiencies, Cost of delivery, Data Accuracy, Procedural conformance, Aged Incidents (backlog), In support of Technical Contracts Management (Asset Tracking accuracy), Stock Levels, Service Levels, Key Performance Indicators, Training / capability, Headcount availability.
  • Identify and manage Service improvements where necessary, or possible to improve Customer Satisfaction, quality, reduce repeat issues or better align the operational delivery of services to your account(s) local, regional, or global requirements.
  • Measure performance of all in-scope Services delivered in your region of coverage, overall, and our internal delivery organisation and partners.
  • Be aware of and potentially own any interventions were escalated by the account(s); or where escalations, improvements or updates are required.
  • Own any interventions within any Delivery Engine, where your Service outcome is dependent upon their associated outcomes.
  • Understand the role that our Services perform, and where they impact the customer(s) business.
  • Ensure accuracy of data entry in all appropriate systems.
  • Identify and highlight gaps, or inefficiencies in existing processes, work instructions.
  • Prepare, validate, and deliver in-scope data sets to Delivery Leadership, enabling the creation of Service Reports.
  • Prepare, validate, and deliver in-scope management reports, providing relevant updates, findings, and recommendations to the Field & Lifecycle Services, and Operations Lead.
  • Represent Field & Lifecycle Services, and participate in local or regional Service reviews alongside Delivery Leadership, where required.
  • Prepare, validate, and cascade in-scope reports for operational purposes to your team(s) to steer and manage the day-to-day delivery of operations.
  • Operate as part of a collective Operational Delivery Management community, providing knowledge, lessons learned and support to all other Operational Delivery Managers, as part of your account(s) within your region of coverage.
  • Operate upon your own initiative, where necessary and be required to maintain a compliant operational delivery outcome within your Region of coverage.
  • Collaboratively engage, and escalate as necessary, with all supporting teams across Field & Lifecycle Services as agreed, and reflected in appropriate document management systems, as agreed with the Operational & Field Services organisation during the Transition Programme to ensure operational delivery is achieved.
• Change Management
  • Assessing and approving Change:
    • Where Changes are deemed in-scope of the Operational & Field Services organisation, or specifically to your region of coverage,
    • Where Changes may impact Services delivered by the Operational & Field Services organisation, or specifically to your region of coverage,
  • Facilitating Change:
    • For in-scope changes delivered by the Operational & Field Services organisation, where changes may be defined as,
      • a simple in-life Service changes, 
      • a specific Change within your region of coverage, 
      • a complex change as part of a wider Computacenter or account(s) initiative(s)
  • Ensure that any, approved, in-scope change(s) are delivered successfully,
    • Make, as appropriate, the Operational & Field Services organisation, the Field & Lifecycle Services, Operations Lead, and Delivery Leadership aware of any Change, or actions that could be construed as a Change, by any Parties where this activity in unplanned, not approved, or outside of the agreed Change scope.
  • Use your engagement with the account(s), and all operational Service teams available to you, to identify and communicate across the Operational & Field Services organisation, your region of coverage, and the Field & Lifecycle Services, Operations Lead, new ways to deliver existing Services, and/or add increased value to our customer(s).
• Relationship Management
  • Act as the primary point of contact for in-scope operational o