Customer Delivery Manager

About the role

As an (In-Life) Customer Delivery Manager (“CDM”) you will be responsible for leading the service delivery of our Group Services to one or many Customers. The specific Service Lines/Offerings and Customer(s) will be assigned by your Line Manager. You may be a part of a team of Customer Delivery Managers on a larger account, or you may take responsibility for the full scope of services on a smaller engagement or set of accounts. Within your area of responsibility, you will contribute to an effective governance model to manage the teams and partners who deliver the service, ensuring that high quality and customer satisfaction are maintained, that issues are successfully addressed and that the services meet their contractual and financial performance targets. You will engage stakeholders within the customer organization. You’ll make sure that Computacenter is responsive to their needs and that they understand the quality and value that we deliver for them.

Responsibilities

• Lead and manage several Team Leaders, both directly and indirectly through a matrix management.
• Implement and operate an effective governance model (both internal & Customer) to ensure that the Services are delivered to satisfy both the Customer’s and Computacenter’s required outcomes, leading the day‑to‑day running of the operations which includes, but is not limited to:
• Assurance of all contractual Service levels and KPIs
• Assurance of all contractual obligations on both Computacenter and the Customer
• Drive Customer satisfaction through an effective compliments and complaints processes
• Manage and resolve Customer operational escalations
• Drive continual service improvement and end user experience on the run Services delivered
• Understand and advocate the voice of team members to ensure employee enablement and satisfaction
• Lead initiatives to improve our team’s productivity
• Drive innovation and automation with recently deployed tooling
• Improve the end user experience
• Develop ServiceNow Dashboards and reports
• Assurance of all Operational Reporting on Service Level and Service Performance
• Chair various Daily/Weekly/Monthly internal governance meetings
• Support Service Review reporting from the operational teams
• Meet financial targets, including reporting which drives contractual billing
• Play a key role in the account leadership team working together to grow the Computacenter business with the Customer.
• Act as a coach and mentor to other employees to ensure the continuous development of Comput