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About the Role

As a Customer Delivery Manager, you will lead the service delivery of Group Services to assigned customers. You will contribute to an effective governance model to manage delivery teams and partners, ensuring high quality, customer satisfaction, issue resolution, and meeting contractual and financial performance targets. You will engage stakeholders within the customer organization, ensuring Computacenter is responsive to their needs and demonstrates its value.

Responsibilities

Lead and manage Team Leaders directly and indirectly through matrix management.
Implement and operate an effective governance model to ensure services meet required outcomes.
Assure all contractual service levels and KPIs.
Assure all contractual obligations for both Computacenter and the Customer.
Drive customer satisfaction through effective compliments and complaints processes.
Manage and resolve customer operational escalations.
Drive continual service improvement and end-user experience.
Understand and advocate for team members to ensure employee enablement and satisfaction.
Lead initiatives to improve team productivity.
Drive innovation and automation with recently deployed tooling.
Improve the end-user experience.
Develop ServiceNow Dashboards and reports.
Assure all operational reporting on service level and service performance.
Chair daily, weekly, and monthly internal governance meetings.
Support service review reporting from operational teams.
Meet financial targets, including reporting that drives contractual billing.
Play a key role in the account leadership team to grow the Computacenter business.
Act as a coach and mentor to other employees for continuous development.
Engage as a Senior Manager in the wider organization, working within strategic change and transformational initiatives.

Requirements

Legally eligible to work in the United States.
Bachelor’s degree in Business, Information Technology or related field, or equivalent experience.
Experienced practitioner in IT Service Management.
Trained in ITIL, possibly to Expert status.
Understand how IT services fit into a customer's business and how Computacenter adds value.
Expert Microsoft Excel and PowerPoint skills.
Analytical skills to understand data and agent performance.
Master of influence with the ability to articulate technical and process requirements.
Ability to present effectively to all levels of Management.
Good knowledge and experience of SAP, MS Office and MS Teams.
Excellent attention to detail.
Strategic thinking and tactical execution skills.
Good knowledge of the IT industry and an understanding of IT technologies and products.
Excellent written and verbal communication skills.
Comfortable communicating with colleagues in different countries where English is not the first spoken language.
Good self-organization and time management skills.
Ability to prioritize and handle multiple requests simultaneously.
Ability to build trust, be assertive when required, and show initiative and enthusiasm.
Resilience and ability to deal with stressful situations.
Business and financial acumen with strong analytical skills.
Demonstrate an understanding of product supply chains.
Commercially astute.
Team-oriented working and thinking.

Skills

IT Service Management
ITIL
Microsoft Excel
Microsoft PowerPoint
SAP
MS Office
MS Teams
ServiceNow Dashboards
Analytical skills
Communication skills
Strategic thinking
Tactical execution
Self-organization
Time management
Prioritization
Influencing
Presentation skills
Financial acumen
Business acumen

Location

Work Type

Full-time

Experience Level

Experienced practitioner

Education Level

Bachelor's degree in Business, Information Technology or related field, or equivalent experience

Salary/Compensations

$88,240

Benefits

Competitive compensation plans
Long-term career opportunities
Attractive mix of benefit plans for health, future financial security, and peace of mind

About the Company

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations.
We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business.
We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 21,000 people worldwide.
In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta.
www.computacenter.com/us