Delivery Director

About the role

As a Delivery Director in a Computacenter Delivery Region, 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, and U.S.A. You will contribute to the functional strategy while establishing team-specific objectives and goals. Through direct and matrix management, you will create leadership and followership, developing and motivating teams to ensure the delivery of both functional and business targets.

You will implement and operate an effective governance model to ensure services are delivered to satisfy both the Customer’s and Computacenter’s required outcomes. This includes aligning with the CC 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 a Senior Executive level, acting as a point of escalation and guidance for major or complex issues and campaigns.

You will play a key role in the Delivery Leadership senior team, working together to grow Computacenter’s business. Additionally, you will serve as a coach and mentor to other employees to ensure the continuous development of Computacenter and its people. You will also engage as a senior manager in the wider organization, participating in strategic change, cost optimization, and ongoing transformational initiatives within our Group Delivery business.

Responsibilities

• Lead and drive the performance of internal and third-party delivery teams against agreed standards, service levels, and policies to ensure optimized customer satisfaction.
• Drive continual improvement of both the efficiency and effectiveness of delivery processes and services, adding value relevant to the customer throughout the contract lifecycle while supporting Group Delivery strategies and objectives.
• Implement governance according to the policies and operating models defined by Computacenter. Develop processes within Delivery Leadership to identify and manage risks in service delivery, assess commercial implications, and take measures to eliminate or avoid risks.
• Support the delivery of Change Services (projects, programs, and professional services engagements).
• Work alongside and support Sales and Services colleagues in a matrix leadership role to achieve contracted outcomes for both the Customer and Computacenter.
• Work with key stakeholders to support, socialize, and lead an account strategy and execution plan, focusing on Run services in your delivery location while supporting Group Delivery operational colleagues to deliver service excellence.
• Develop and implement a Communications Plan covering your Group Delivery location and extended Delivery Leadership teams, ensuring clear and consistent messaging across various media.
• Take accountability for capacity planning, including all Computacenter ISPs and cross-vendor optimization (e.g., reduced site occupancy, remote service delivery, and location strategy).
• Support Group Services colleagues in the negotiation and agreement of new contracts within the Customer account.
• Lead the management of all agreed contracts in relation to delivery in your location, ensuring compliance with contractual requirements, associated policies, and both internal and external standards.

Financial Management

• Lead and manage the delivery of contracted Run Services in your region to ensure accurate forecasting and cost management, achieving or exceeding agreed baseline cost targets.
• Support Group Services colleagues in costing for services in Presales (if part of Group Delivery) or as part of a larger "Service Design."
• Partner with Group Delivery senior management in your location to meet Group Delivery objectives related to regional operations.
• Collaborate with the Delivery Leadership senior team to ensure consistent achievement of Group Delivery objectives for our customers.

People Management

• Perform all line management responsibilities for direct reports.
• Ensure your team, both direct and virtual, is appropriately motivated, engaged, and that individual performance is managed.
• Develop, maintain, and execute a People strategy, including succession planning, capability development, 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 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 the wider in-country Services and Computacenter business.

Requirements

• Legally eligible to work in the United States.
• Bachelor’s degree in Business, Information Technology, or a related field, or equivalent experience.
• Experience managing customers and operations in a multi-client Managed Service Provider (MSP) environment.
• Proven ability to inspire and develop teams to perform at their best.
• Talent for influencing senior colleagues to improve and grow operations and services effectively.
• Experience as a practitioner in IT Service Management.
• ITIL certification to Expert status is preferred.