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Customer Delivery Manager
Computacenter. Contribute to an effective governance model for teams and partners delivering services .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Management and ITIL practices, with a strong focus on service delivery, performance measurement, and customer engagement. Capable of leading teams, managing risks, and implementing service improvements to enhance customer value and operational efficiency.
Highest-signal resume keywords
IT Service ManagementITIL FoundationService Delivery Risk ManagementProject Management ApproachesData Analysis and Six Sigma
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Quality ManagementCustomer Satisfaction MeasurementContract ManagementFinancial Performance ManagementService Reporting
Soft Skills
Team LeadershipStakeholder EngagementCommunication SkillsCollaborationMotivation
Certifications & Qualifications
ITIL FoundationSC ClearanceDV Clearance
Industry Keywords
Governance ModelService ImprovementsCapacity PlanningEmployee Engagement StrategiesForecasting
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Contribute to an effective governance model for teams and partners delivering services
- Maintain service quality, customer satisfaction, issue resolution, and contractual and financial performance
- Engage customer stakeholders and communicate the quality and value delivered by Computacenter
- Report to the Lead Delivery Manager as part of the account Delivery Leadership team
- Lead a virtual matrix delivery organisation
- Manage services and ensure delivery against customer and organisational commitments
- Identify and manage service improvements to improve quality, efficiency and effectiveness
- Measure service performance across internal delivery teams and partners, applying recognition and interventions as needed
- Identify, assess and mitigate service delivery risks
- Prepare and deliver service reports and participate in customer and colleague reviews
- Identify opportunities to add customer value through service improvements
- Support successful implementation of service changes using relevant project management approaches
- Support account strategy and present Computacenter as a joined-up team
- Communicate strategy and customer/business context to delivery functions and partners
- Deliver customer-facing and internal communications plans
- Support contract changes, contract management, compliance and exception management
- Contribute to forecasting, financial performance and cost management, including presales costing support
- Act as primary interface for customer stakeholders and maintain constructive relationships
- Perform line management responsibilities for direct reports
- Support capacity and succession planning, capability development, talent identification and retention, communications and employee engagement strategies
Requirements
What you’ll need- Proven practitioner in IT Service Management
- Trained in ITIL, at least to Foundation status
- Understanding of how IT services fit into a customer’s business
- Understanding of how a service provider can add value
- Ability to lead and motivate direct and virtual teams
- Ability to identify and manage service delivery risks and commercial implications
- Awareness of relevant project management approaches
- Ability to prepare and deliver service reports and present service performance to different audiences
- Ability to understand and improve performance using data and Six Sigma "five whys"
- Ability to work collaboratively with customers, Computacenter colleagues, Group Services and delivery partners
- Ability to support contract, financial, forecasting and cost management activities
- Must obtain SC clearance and potentially DV clearance, or be willing to complete the clearance process
- Ability to work from the client site a minimum of 3 days per week / when required, mainly in the Preston area and other locations
Benefits
Comp & perks- Guaranteed interview scheme for candidates who opt in and meet the minimum criteria
- Reasonable adjustments available during the recruitment process
- Inclusive, barrier-free recruitment experience