Customer Delivery Manager

Location: UK - Sheffield Job-ID: 218528 Contract type: Standard Business Unit: Customer Success & Service Delivery

Life on the team

Our Delivery Leadership team is the central point of contact for customers into Group Delivery ensuring high-quality service and a consistently strong customer experience.

Youll join a supportive and collaborative team working on a complex and very high-profile account. This is a fast-paced environment where service performance and customer outcomes really matter with clear opportunities to develop and progress your career.

What youll do

As a Customer Delivery Manager youll be responsible for delivering services into one of our large and complex customer accounts.

Youll take ownership of service performance ensuring delivery meets contractual financial and customer satisfaction targets. Working within a matrix model youll coordinate and influence delivery teams and partners to maintain quality manage risk and drive continual improvement.

On a day to day basis this looks like:

• Take ownership of key ITIL processes including Problem Change Knowledge Management and Customer Satisfaction (NPS).
• Use data and insight to identify trends risks and improvement opportunities.
• Act as a key point of contact for customer stakeholders ensuring we remain responsive and deliver measurable value.
• Work with globally distributed teams service teams.
• Lead through influence in a matrix environment taking accountability for outcomes.

What youll need

Experience:

• Experience in IT service management or operational leadership such as service desk team leader or similar roles.
• Experience managing performance stakeholders or service delivery environments.

Skills and behaviours:

• A strong governance mindset with the ability to oversee and improve services through others.
• Strong analytical and problem-solving skills.
• Ability to work independently manage priorities and take ownership of outcomes.
• Confident stakeholder engagement and influencing skills.
• Resilient and comfortable working in a fast-paced high-demand environment.

Desirable:

• ITIL knowledge or certification.
• Experience with ServiceNow or similar ITSM tools.
• Experience working in large or complex service environments.

About us

We are a leading independent technology and services provider trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source transform and manage their technology infrastructure to deliver digital transformation enabling people and their business.

Were a place where you can belong

With over 21000 people across 22 countries we are proud of our inclusive culture - where everyone can thrive feel valued and truly belong.

Youll see this reflected in our recruitment process too. We aim to provide fair access to opportunities and an inclusive barrierfree experience. All that matters to us is that you share our vision and values and bring the skills and experience we need.

As a Disability Confident Committed employer we offer a guaranteed interview scheme. If you opt in and meet the minimum criteria for the role youll be guaranteed an interview and were happy to support any reasonable adjustments. Please let us know when you apply.

If you share our values and want to make a meaningful impact in a supportive forward-thinking environment - wed love to hear from you!