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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 our 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.
Skills
- Service Delivery Leadership
- Commercial Acumen
- Operational Acumen
- Stakeholder Management
- Customer Management
- Resilience
- Tenacity
- Communication Skills
- Political Awareness
- Collaboration
- People Leadership
Location
- GBR - CC Hatfield Adm
- GBR - CC Blackfr. CC
- GBR - CC Milton Keynes
- GBR - CC Reading
Work Type
- Standard
Experience Level
- Senior
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.
- Interested in joining a company with a strong sense of community?
- We’re growing. We’re hiring. We encourage. We empower. We support.#winningtogether #peoplematter