SG - Customer Delivery Manager

Job Description

What the role is:

As a Customer Delivery Manager (In-life) you will be responsible for the delivery of services to one or more Computacenter customers. This may be part of a team of Customer Delivery Managers on a larger account, or you may take responsibility for the full scope of services on a smaller engagement or set of accounts.

Within your area of responsibility, you will contribute to an effective governance model to manage the teams and partners who deliver the service, ensuring that high quality and customer satisfaction are maintained, that issues are successfully addressed and that the services meet their contractual and financial performance targets.

You will engage stakeholders within the customer organisation. You'll make sure that Computacenter is responsive to their needs and that they understand the quality and value that we deliver for them.

Where you'll fit in:

• You'll be part of the Delivery Leadership team for the account(s), normally reporting to a Delivery Lead or Delivery Director
• You'll have clear areas of responsibility that may vary from time to time
• You may lead a small direct team; you'll almost certainly lead a virtual (matrix) delivery organisation
• You're likely to have a role within the customers IT team. Where we operate in an ecosystem of suppliers you will have stakeholders within those suppliers to work with
• You'll also form part of a wider community of Customer Delivery Managers and will have the opportunity to actively contribute to wider in-country Delivery initiatives

The stuff you'll do:

• Delivery Leadership:
  • You'll manage your services to make sure that we deliver what we've promised to our customers and our own organisation
  • You'll identify and manage service improvements where necessary to improve the quality, efficiency or effectiveness of our services, react to issues or better align our services to our customers needs, working with our group services colleagues
  • You'll measure performance of your services overall, including our internal delivery organisation and partners. You'll implement positive recognition, and interventions where improvements are necessary
  • Identify risks in service delivery, assess commercial implications and take measures to eliminate risk or avoid risks
  • You'll understand the role that your services perform in the customers business
  • You'll prepare and deliver service reports and participate in reviews with customers and colleagues

• Change Delivery Management
• You'll use your contacts and insight to identify new ways in which Computacenter can add value to our customers through the improvement of existing services
• You'll demonstrate awareness of relevant project management approaches and make sure that changes to our services go into life successfully
• Business Management
  • You'll have the chance to input into account strategy in conjunction with our Group Services colleagues
  • You'll make sure that the teams you lead (both direct line and virtual) understand the account strategy, customer priorities and their role within both
• Contract Management
  • You'll support our Group Services colleagues in the development, negotiation and agreement of contract changes within the Customer account as appropriate
  • You'll be involved in managing the contracts that relate to your scope of service. You'll ensure compliance and manage exceptions
• Financial Management
  • You're likely to have responsibility for the financial performance of your assigned services. You'll contribute to accurate forecasting and cost management
  • You'll input to and support our Group Services colleagues where appropriate, for costing support of services in Presales
• Relationship Management
  • You are likely to be the primary interface to one or more stakeholders within the customer organisation. You'll ensure that you maintain a positive and constructive relationship to the benefit of both organisations
• People Management
  • Perform all Line Management responsibilities for all Direct Reports. Ensure that your team, direct and virtual, is appropriately motivated and engaged and that individual performance is managed
  • Support the people strategy for the account, including capacity and succession planning, people and capability development and talent identification and retention
  • Support the communications strategy in support of the account and employee engagement strategies

How you'll be measured:

• You'll have clear targets which will be set and discussed regularly. These are likely to include objective measures of Customer Satisfaction, delivery quality and financial cost performance

What you'll know:

• You'll be a proven practitioner in IT Service Management
• You're likely trained in ITIL, at least to Foundation status
• You'll know that its not all about ITIL. You'll be able to show that you understand how IT services fit in a customers business and how we as a service provider can add value

What you'll also be:

• Motivated to succeed as a Team - You'll know that success is about how teams work together, both within Computacenter and the customer. You'll do all you can to remove organisational boundaries using a "One Customer One Team" approach
• Collaborative - You'll openly share ideas with colleagues across Computacenter and you'll contribute to initiatives that improve our organisation outside of your account
• Inclusive - You'll be aware of & sensitive to both unconscious bias and cultural difference and role model a positive approach to building an inclusive working environment
• Inspiring - Its likely that you will lead other people, most of whom aspire to develop their careers into more senior roles. You'll be a role model to them and support them in their growth
• Creative - You'll be able to come up with solutions to do better for our customers, for our company and ideally for both at the same time!
• Curious - You'll want to get to the root of issues, asking the five whys (Six Sigma) and using both data to understand and improve performance
• Able to tell a story - You'll be able to credibly present your service performance and improvement ideas to different audiences, talking at an appropriate level of detail
• Advocate Value - You'll play an active role in the adoption & use of the Customer Value Framework, continually improving and adding value to Computacenter services delivered to the customer

Originally posted on Himalayas