About the role
As a Delivery Director you will be accountable for leading a team of Delivery Managers aligned to Customer accounts in Computacenter’s core sales regions, United Kingdom, Germany, France, Canada and USA.
You will contribute to the functional strategy whilst establishing team-specific objectives and goals. You will create leadership and followership through leading and managing teams of people, both directly and through matrix management and will develop and motivate teams to ensure the delivery of both functional and business targets. You will implement and operate an effective governance model to ensure that the services are delivered to satisfy both the customer’s and Computacenter’s required outcomes, including but not limited to aligning with the Computacenter operating model, service levels, OLAs, customer satisfaction and financial targets as well as driving positive change in pursuit of service excellence.
You will establish productive relationships and networks at Senior executive level as well as acting as a point of escalation and guidance for major and or complex issues and campaigns. You will also play a key role in the senior team involved in the delivery service and will work together to grow Computacenter’s business in this area.
You will be a coach and mentor to other employees to ensure the continuous development of Computacenter and its people. You will also be a senior manager in the wider organization, working within strategic change, cost optimization and ongoing transformational initiatives related to the delivery business and for the Computacenter conglomerate of companies (“Group”).
What you’ll be doing
- Lead and drive the performance of internal and third-party delivery teams against agreed standards, service levels and polices in support of the above and to ensure optimised customer
satisfaction
- Lead and drive the continual improvement of both the efficiency & effectiveness of delivery processes and services, adding value that is relevant to the customer throughout the contract
lifecycle, whilst also supporting Group delivery strategies and objectives
- Implement governance according to the policies and operating models defined by Computacenter.
- Employ and develop processes within delivery leadership to identify and manage risks in service delivery, assess commercial implications and take measures to eliminate and or avoid risks.
- Support the delivery of change services (projects, programs, and professional services engagements)
- Work alongside and support the sales and services colleagues in a matrix leadership role to support the achievement of contracted outcomes for the customer and Computacenter
- In Account – Work with the key stakeholders to support, socialize and lead an account strategy and execution plan. Supporting the aspects related to Run in your delivery location whilst
also supporting the Group delivery operational colleagues to deliver service excellence.
- You will develop and implement a communications plan, covering your Group delivery location & the extended delivery leadership teams, ensuring clear & consistent messaging both verbally &
in written form across various media.
- Be accountable for capacity planning including all Computacenter ISPs and cross vendor focusing on optimization (i.e., reduced site occupancy, remote delivery of service and location
strategy etc.)
- Support our Group services function, the negotiation and agreement of new contracts within customer accounts
- Lead the management of all agreed contracts in relation to delivery in your location and ensure compliance to contractual requirements, associated policies, internal and external.
- Financial Management
- Lead and manage the delivery of contracted Run Services in your region to ensure accurate forecasting and cost management to achieve or exceed the agreed baseline cost targets
- Support our Group services colleagues where appropriate, in the costing for services in presales (if Group Delivery) if not part of a larger ‘service Design’
- Work in partnership with the Group delivery senior management in your location to ensure that we meet our Group delivery objectives related to the operations in that region.
- Work in partnership with the delivery leadership to ensure achievement of Group delivery objectives in a consistent way for customers.
- Perform all line management responsibilities for all direct reports. Ensure that your team, both direct and virtual, is appropriately motivated and engaged and that individual performance
is managed.
- Develop, maintain, and execute a people strategy, including succession planning, people and capability development and talent identification and retention
- Lead the development and execution of an employee engagement and enablement strategy.
- Proactively support the employee engagement strategies of other managers with people or teams engaged in the customer account to maximize overall people engagement.
- Develop, maintain, and execute a communications strategy in support of Delivery leadership’s goals and the employee engagement strategy
- Act as a mentor, coach and leader within wider in-country services and Computacenter business.
What you have
- Experienced in the management of customers and operations in a multi-client MSP environment
- Experienced in IT Service Management
- Expert in ITIL.
- An understanding of how IT services fit in a customer’s business and how to add value.
- Good knowledge and experience of SAP, MS Office and MS Teams
- Excellent attention to detail
- Strategic thinking and tactical execution skills
- Good knowledge of the IT industry and an understanding of IT technologies and products
- Excellent written and verbal communication skills
- Comfortable communicating with colleagues in different countries where English is not the first spoken language
- Good self-organization and time management skills
- Ability to prioritize and handle multiple requests simultaneously
- Can build trust, be assertive when required and shows initiative and enthusiasm
- Resilience, and able to deal with stressful situations
- Business and financial acumen with strong analytical skills
- Demonstrate an understanding of product supply chains
- Commercially astute
- Team-oriented working and thinking
What you can expect
There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.
About us
Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 20,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us