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About the Role

This is a highly visible leadership role responsible for running a large, high-performing function that delivers exceptional service outcomes for customers while balancing operational excellence, commercial performance, and strong stakeholder engagement.

Responsibilities

• Lead a large, high-performing function: Inspire, motivate and develop a diverse service delivery community of approximately 300 people across the globe.
• Deliver customer commitments: Ensure services are delivered in line with agreed SLAs, customer expectations, operational standards and contractual commitments, with a strong focus on service improvement and customer satisfaction.
• Drive commercial and operational performance: Own functional performance against headcount, utilisation, cost optimisation and P&L-related targets, ensuring the baseline of each opportunity is delivered effectively.
• Partner with Sales and customers: Work closely with Sales, customers and Service Management to understand customer challenges, support new opportunities and guide decision-making with a pragmatic, commercially aware approach.
• Manage escalations and service improvement: Take ownership of complex customer escalations, drive service improvement plans and ensure teams are focused on resolving issues at pace in a high-pressure environment.
• Provide governance and assurance: Service Delivery form part of the Governance sign-off process for deal reviews, service changes, operational assurance and compliance with policy, process and company values.
• Build strategic relationships: Develop trusted relationships with senior internal stakeholders, customers and service partners, remaining visible across the organisation and representing the function with credibility.
• Champion global collaboration: Contribute to a one-team global leadership approach, working collaboratively across functions and geographies to deliver consistent, high-quality service outcomes.

Requirements

• Senior service delivery leadership experience: A strong background in leading complex service delivery operations within a large organisation, with the credibility to understand how services are delivered and where performance can be improved.
• Commercial and operational acumen: The ability to balance customer, operational and commercial priorities, with experience working against targets linked to utilisation, cost, service performance and customer outcomes.
• Stakeholder and customer management: Proven experience working with Sales, customer-facing teams and senior stakeholders, with the confidence to guide, challenge and influence in a constructive and diplomatic way.
• Resilience and tenacity: A calm, confident and self-motivated leader who can remain focused in a fast-paced environment, handle escalations thoughtfully and support teams to deliver meaningful service improvement.
• Clear communication: Strong written and verbal communication skills, with the ability to be concise, credible and effective when engaging at senior and executive levels.
• Political awareness and collaboration: The ability to navigate a complex organisation, balance facts, data and stakeholder perspectives, and work collaboratively across functions, countries and cultures.
• People leadership: Experience motivating, inspiring and developing large teams and leadership communities, creating clarity, accountability and momentum across a broad function.

Location

• UK - Hatfield
• UK - London
• UK - Milton Keynes
• UK - Reading

Work Type

• Standard

About the Company

• Computacenter is a leading independent provider of IT infrastructure services, with about 21,000 employees worldwide.
• We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.
• We offer a friendly, open working environment without too much fuss about hierarchy.
• We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.
• We’re growing. We’re hiring. We encourage. We empower. We support.#winningtogether #peoplematter