Delivery Lead

Overview

In this Delivery Lead role, you manage service and change delivery for an account or set of accounts, leading a team across direct and matrix structures. You establish a governance model to meet service levels, financial targets, and customer satisfaction, driving service excellence. You work with cross-functional teams to improve delivery efficiency and effectiveness, and to articulate value and risk management. A key hook is leading with a collaborative, ‘One Customer One Team’ mindset to shape outcomes for the customer and Computacenter.

Responsibilities

• Lead and manage run and change service delivery to meet promises to customer and organization.
• Drive continual improvement of delivery processes and services to add customer-relevant value.
• Objectively manage performance of internal and partner delivery teams.
• Identify risks in service delivery, assess commercial implications, and mitigate risks.
• Lead change for customers and coordinate complex changes across the organization.
• Support account strategy with Group Services to present a unified team to the customer.
• Ensure clear communications plans and messaging across customer-facing and internal channels.
• Support contract changes, schedule management, and compliance.
• Manage account finances, forecasting, and cost management to meet financial baselines.
• Define and support engagement strategy with senior stakeholders; maintain positive relationships.

Key requirements

• Experienced practitioner in IT Service Management.
• ITIL training, possibly Expert status.
• Ability to understand how IT services fit a customer’s business and add value.
• Strong leadership and people management capabilities.
• Ability to work with cross-functional teams and partners.
• Capacity to manage change and drive business outcomes.

• Motivated to succeed as a team
• Collaborative
• Inclusive
• IT Service Management
• ITIL
• Change delivery management

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