IT Service Delivery Manager 212013

About the role
As a Delivery Manager you will be accountable for leading and managing service and change delivery for an account a group of accounts or for a significant area of service within one of our larger accounts.

You will lead a team both directly and through matrix management. You will operate an effective governance model to make sure that your services deliver what we have promised to our customer and to our organization. This means meeting service levels meeting financial targets and supporting our Group Services colleague to grow the business and drive overall customer satisfaction through the delivery of service excellence.

Youll probably have a small team of direct reports and a larger number of Computacenter and partner employees to manage within the matrix. Youll make sure that they all understand their role within the customer and are appropriately engaged motivated and led.

What youll be doing

• Delivery Leadership Management
  • Lead and manage the delivery of run and change services to deliver what weve promised our customer and our own organization.
  • Constantly drive us to do better for our customer and our own organization.
  • Objectively manage performance of our internal and partner delivery teams.
  • Be able to demonstrate understanding of our performance what it means to our customers business and what were doing to improve.
  • Look to continually improve both the efficiency & effectiveness of delivery processes and services adding value that is relevant to the customer throughout the contract lifecycle.
  • Identify risks in service delivery assess commercial implications and take measures to eliminate risk or avoid risks
• Change Delivery Management
  • Its likely that youll have a role leading change for our customers. Sometimes this will be relatively simple inlife service change sometimes in supporting out Group Services colleagues it will be pulling the Computacenter organization together to deliver more complex change. In carrying out these duties you will demonstrate awareness of relevant project management approaches.
  • Youll use your contacts and insight to identify new ways in which Computacenter can add value to our customers.
• Business Management
  • Youll work with the Snr Delivery Lead/Delivery Director as well as Group Services and other colleagues as appropriate to support the account strategy and to ensure that Computacenter presents itself as a single joinedup team to the customer.
  • Youll make sure that colleagues in our delivery functions and our partners who deliver to the customer understand the strategy the customers business and our place in that business.
  • Youll contribute to and deliver against a communications plan both customerfacing & internal ensuring clear & consistent messaging both verbally & in written form across various media.
• Contract Management
  • Youll support Group Services in the development negotiation and agreement of contract changes within the Customer account
  • Youll support the management of the contract schedules that relate to your scope of service. Youll ensure compliance and manage exceptions.
• Financial Management
  • Youll manage the finances of your account or assigned services to ensure accurateforecasting and cost management to achieve or exceed financial baselines.
  • Youll support Group Services where appropriate of costing for services in Presales
• Relationship Management
  • Youll work with the Service Director/Lead and account team to define and support the engagement strategy with the customer and other stakeholders
  • You are likely to be the primary interface to one or more senior stakeholders within the customer organization. Youll ensure that you maintain a positive and constructive relationship to the benefit of both organizations.

What you have

• Legally eligible to work in the United States
• Bachelors degree in Business Information Technology or related field or equivalent experience
• Youll be an experienced practitioner in IT Service Management.
• Youre likely trained in ITIL possibly to Expert status.
• Youll know that its not all about ITIL. Youll 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.
• Good knowledge and experience of SAP MS Office and MS Teams
• Excellent attention to detail
• Strategic thinking and tactical 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 selforganization and time management skills
• Ability to prioritize and handle multiple requests simultaneously
• Can build trust be assertive when required and shows initiative and enthusiasm
• Resilience and able to deal with stressful situations
• Business and financial acumen with strong analytical skills
• Demonstrate an understanding of product supply chains
• Commercially astute

What you can expect

Theres so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and longterm career opportunities we provide an attractive mix of benefit plans to contribute to your good health future financial security and peace of mind.

About us

Computacenter is a leading independent technology partner trusted by large corporate and public sector organizations. We help our worldrenowned customers to source transform and manage their IT infrastructure to deliver digital transformation enabling users and their business. Were a public company quoted on the London FTSE 250 (CCC.L) and employ over 20000 people worldwide. In the US we support some of the countrys bestknown 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. Experience:

Manager