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Delivery Lead
Computacenter. Lead and manage run and change services for customer accounts or significant service areas .
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 delivery, performance management, and customer engagement strategies. Proven ability to lead teams through matrix management while driving continuous improvement and financial performance.
Highest-signal resume keywords
IT Service ManagementITIL CertificationMatrix ManagementService Performance ManagementSC Clearance
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 DeliveryChange ManagementContract ManagementFinancial ForecastingRisk AssessmentCustomer Engagement StrategyService CostingPerformance ImprovementProject ManagementCapacity Planning
Soft Skills
Team LeadershipCollaborationProblem-SolvingCommunicationTalent Development
Certifications & Qualifications
ITIL Expert
Industry Keywords
Governance ModelService ExcellenceCustomer SatisfactionOrganisational ChangeCultural Awareness
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Lead and manage run and change services for customer accounts or significant service areas
- Lead direct reports and larger teams of Computacenter and partner employees through matrix management
- Establish and operate an effective governance model
- Ensure services meet customer commitments, service levels and financial targets
- Drive service excellence, continuous improvement, efficiency and effectiveness
- Objectively manage internal and partner delivery team performance
- Identify service delivery risks, assess commercial implications and mitigate risks
- Lead customer change, from in-life service changes to complex organisational change
- Identify opportunities for Computacenter to add value to customers
- Support account strategy and present Computacenter as a joined-up team
- Deliver customer-facing and internal communications plans
- Support development, negotiation and agreement of contract changes
- Manage contract schedules, compliance and exceptions
- Manage account or service finances, forecasting and cost control
- Support service costing in presales
- Define and support customer engagement strategy
- Act as primary interface for senior customer stakeholders
- Perform line-management responsibilities and manage individual performance
- Support people, capacity, succession, capability development, talent and retention strategies
- Contribute to customer satisfaction, delivery quality and financial performance targets
Requirements
What you’ll need- Experienced practitioner in IT Service Management
- Likely trained in ITIL, possibly to Expert status
- Understanding of how IT services fit into a customer’s business and how a service provider can add value
- Experience leading teams, including through matrix management
- Ability to manage service and change delivery
- Awareness of relevant project management approaches
- Ability to manage service performance, risks, contracts, finances and customer relationships
- Ability to support capacity and succession planning, capability development, talent identification and retention
- Motivated to succeed as a team and encourage a “One Customer One Team” approach
- Collaborative and able to contribute to wider organisational initiatives
- Awareness of unconscious bias and cultural differences
- Ability to inspire and develop Delivery Managers
- Creative and curious approach to problem-solving, including use of “the five why’s” (Six Sigma)
- Ability to present service performance and improvement ideas to different audiences
- Ability to adopt and use the Customer Value Framework
- SC clearance required and potentially DV clearance, or willingness to complete
Benefits
Comp & perks- Guaranteed interview scheme for applicants with disabilities who meet the minimum criteria and opt in
- Reasonable adjustments during the recruitment process
- Inclusive, barrier-free recruitment experience