Delivery Lead

Life on the team

Are you passionate about Service Delivery and ready to explore your capabilities We are a rapidly growing team and we support India managing various IT Infra End-user Datacentre operations/ refresh projects/ programs. We provide a platform which lets you explore and utilize your talent and skill into Service Delivery management. If you are excited about pursuing your career in Service Management you are at the right place. COME JOIN US COME GROW WITH US.

What youll do

• As Delivery Lead 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 organisation. 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.
• Youll be part of the Delivery Leadership team either in your own right or reporting into a Senior Delivery Lead or Delivery Director.
• Youll have clear areas of accountability and will be given appropriate autonomy to lead the areas of the service that you are responsible for.
• Youll also form part of a wider community of Delivery Leads and will have the opportunity to actively contribute to wider in-country Delivery initiatives.
• Youre likely to have a role within the customers day to day Delivery leadership. Depending on the customer you may have a seat at their operational or strategic table. You may need to work as part of a virtual leadership team with other suppliers.

What youll need

• 15 - 18 years or relevant experience.
• 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 performance.
• Youll be an experienced practitioner in IT Service Management.
• Youre certified in ITIL and PMP/ Prince 2.
• 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.

Delivery Leadership Management

• Lead and manage the delivery of run and change services to deliver what weve promised our customer and our own organisation.
• Constantly drive us to do better for our customer and our own organisation.
• 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 in-life service change sometimes in supporting out Group Services colleagues it will be pulling the Computacenter organisation together to deliver more complex 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 joined-up 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 customer-facing & 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 accurate forecasting 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 organisation. Youll 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.