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Lead Delivery Manager
Computacenter. Lead and manage run and change services for an account, group of accounts or significant service area .
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 managing service delivery, financial performance, and customer satisfaction. Proven ability to lead teams, implement governance models, and drive continuous improvement in service processes.
Highest-signal resume keywords
IT Service ManagementITIL CertificationService Level ManagementFinancial ManagementStakeholder Relationship 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 Delivery ManagementChange ManagementContract ManagementRisk AssessmentForecastingCost ControlPresales Service CostingProject ManagementData AnalysisSix Sigma
Soft Skills
LeadershipCommunicationCollaborationMotivationCreativity
Certifications & Qualifications
ITIL ExpertSC ClearanceDV Clearance
Industry Keywords
Governance ModelCustomer SatisfactionDelivery QualityCapacity PlanningSuccession Planning
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Lead and manage run and change services for an account, group of accounts or significant service area
- Lead direct reports and larger matrix-managed teams of Computacenter and partner employees
- Establish and operate an effective governance model
- Ensure services meet customer commitments, service levels and financial targets
- Support business growth and overall customer satisfaction through service excellence
- Manage internal and partner delivery-team performance
- Monitor performance, explain its business impact and drive improvements
- Improve the efficiency and effectiveness of delivery processes and services throughout the contract lifecycle
- Identify and mitigate service-delivery risks and commercial implications
- Lead customer service changes, including complex organisational change
- Identify new ways to add value to customers
- Support account strategy and present Computacenter as a joined-up team
- Ensure delivery colleagues and partners understand the account strategy and customer business
- Develop and deliver customer-facing and internal communications plans
- Support development, negotiation and agreement of contract changes
- Manage contract schedules, compliance and exceptions
- Manage account or assigned-service finances, forecasting and cost control
- Support presales service costing
- Define and support customer engagement strategy
- Act as primary interface for senior customer stakeholders
- Manage direct reports and motivate direct and virtual teams
- Support capacity planning, succession planning, capability development, talent identification and retention
- 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 or ability to lead and manage service and change delivery
- Ability to manage teams directly and through matrix management
- Ability to manage service levels, financial targets and customer satisfaction
- Understanding of project management approaches
- Ability to identify service-delivery risks, assess commercial implications and mitigate risks
- Ability to manage contract schedules, compliance and exceptions
- Ability to manage finances, forecasting and cost control
- Ability to support contract changes and presales costing
- Ability to manage senior customer-stakeholder relationships
- Ability to perform line-management responsibilities
- Ability to support capacity and succession planning, capability development and talent retention
- Ability to communicate clearly with varied audiences, verbally and in writing
- SC clearance required and potentially DV clearance, or willingness to complete
- Ability to work at the client site a minimum of 3 days per week / when required
- Collaborative, inclusive, inspiring, creative and curious approach
- Ability to use data and Six Sigma “five whys” analysis
- Ability to present service performance and improvement ideas appropriately to different audiences
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
- Support for people and capability development, talent identification and retention