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Customer Delivery Manager
Computacenter. Deliver services to Computacenter customers across assigned accounts or engagements .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Management, with a strong focus on service quality, customer satisfaction, and financial performance. Capable of leading teams, managing stakeholder relationships, and implementing service improvements while utilizing project management methodologies.
Highest-signal resume keywords
IT Service ManagementITIL FoundationService Performance MeasurementCustomer Value FrameworkProject Management
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 ManagementContract ManagementFinancial Performance ForecastingService Improvement ImplementationRisk Assessment and MitigationData Analysis for Performance ImprovementRoot Cause Investigation (Five Why's)Capacity PlanningSuccession PlanningTalent Identification
Soft Skills
Collaborative WorkTeam LeadershipCommunication SkillsInspiration and SupportCultural Awareness
Certifications & Qualifications
ITIL Certification
Industry Keywords
Governance ModelsCustomer StakeholdersService Delivery RisksEmployee Engagement StrategiesCustomer Satisfaction Targets
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Deliver services to Computacenter customers across assigned accounts or engagements
- Contribute to governance models for delivery teams and partners
- Maintain service quality, customer satisfaction, and contractual and financial performance
- Engage customer stakeholders and communicate service quality and value
- Lead a small direct team and/or a virtual matrix delivery organisation
- Manage services and deliver against commitments
- Identify and implement service improvements
- Measure service performance across internal delivery teams and partners
- Identify service-delivery risks, assess commercial implications, and mitigate risks
- Prepare and deliver service reports and participate in customer and colleague reviews
- Identify opportunities to add value through improved services
- Apply project management approaches to ensure service changes go live successfully
- Support account strategy and joined-up customer communications
- Develop and deliver customer-facing and internal communications plans
- Support development, negotiation, and agreement of contract changes
- Manage service-related contracts, compliance, and exceptions
- Support financial performance, forecasting, cost management, and presales costing
- Manage relationships with customer stakeholders
- Perform line-management responsibilities and manage team motivation and performance
- Support capacity planning, succession planning, capability development, talent identification, and retention
- Support communications and employee-engagement strategies
- Meet targets relating to customer satisfaction, delivery quality, and financial cost performance
Requirements
What you’ll need- Proven practitioner in IT Service Management
- Likely 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 work collaboratively across organisational boundaries using a “One Customer One Team” approach
- Awareness of unconscious bias and cultural differences
- Ability to inspire and support people in their career growth
- Ability to develop creative solutions for customers and the company
- Ability to investigate root causes using the “five why’s” (Six Sigma)
- Ability to use data to understand and improve performance
- Ability to present service performance and improvement ideas to different audiences
- Ability to adopt and use the Customer Value Framework
- Ability to work with customer stakeholders, delivery teams, partners, and suppliers
Benefits
Comp & perks- Guaranteed interview scheme for applicants who opt in and meet the minimum criteria (Disability Confident Committed employer)
- Reasonable adjustments available during recruitment
- Inclusive, barrier-free recruitment experience
- Opportunity to contribute to wider in-country Delivery initiatives
- Opportunity to contribute to initiatives that improve the organisation outside the account
- Support for career growth and capability development