Customer Delivery Manager (213420)
Customer Delivery Manager (213420)
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1 Vacancy
Job Description
Location: UK - Manchester Job-ID: 213420 Contract type: Standard Business Unit: Customer Success & Service Delivery
Life on the team
In short we drive the delivery of high-quality services and customer satisfaction.
Our Delivery Leadership team is the central point of contact into Group Delivery for Customers and Service Management.
We are responsible to consistently deliver high quality competitive Group Delivery services delighting our customers and ensuring services are being delivered against measures that matter around quality and innovation.
Due to a new customer win we are looking for someone to be based out of our customers site 5 days a week in Manchester.
What youll do
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. Youll make sure that Computacenter is responsive to their needs and that they understand the quality and value that we deliver for them.
Where youll fit in:
- Youll be part of the Delivery Leadership team for the account(s) reporting to a Lead Delivery Manager
- Youll have clear areas of responsibility that may vary from time to time.
- You may lead a small direct team; youll almost certainly lead a virtual (matrix) delivery organisation.
- Youre 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.
- Youll 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.
How youll be measured:
- Youll 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 youll need
- Youll be a proven practitioner in IT Service Management
- Youre likely trained in ITIL at least to Foundation 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.
Youll need to be:
- Motivated to succeed as a Team Youll know that success is about how teams work together both within Computacenter and the customer. Youll do all you can to remove organisational boundaries using a One Customer One Team approach
- Collaborative Youll openly share ideas with colleagues across Computacenter and youll contribute to initiatives that improve our organisation outside of your account
- Inclusive Youll be aware of and 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. Youll be a role model to them and support them in their growth
- Creative Youll 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 Youll 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 Youll be able to credibly present your service performance and improvement ideas to different audiences talking at an appropriate level of detail
- Advocate Value Youll 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.
About us
With over 20000 employees across the globe we work at the heart of digitisation advising organisations on IT strategy implementing the most appropriate technology and helping our customers to source transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the worlds greatest organisations driving digital transformation enabling people and their business.
Required Experience:
Manager
Employment Type
Full Time
