Job Description

**Full-time direct hire role payable up to $120k to $125k, with a 10% bonus annually**

Position Overview

As a Delivery Manager, you will be accountable for leading and managing service and change delivery for an account, a group of accounts, or for a significant area of service within one of our larger accounts.

You will lead a team, both directly and through matrix management. You will operate an effective governance model to make sure that your services deliver what we have promised to our customers and our organisation. This means meeting service levels, meeting financial targets, and supporting our Group Services colleague to grow the business and drive overall customer satisfaction through the delivery of service excellence.

You will probably have a small team of direct reports and a larger number of organization and partner employees to manage within the matrix. You will make sure that they all understand their role within the customer and are appropriately engaged, motivated, and led.

Duties/Responsibilities:

• Delivery Leadership Management
• Lead and manage the delivery of run and change services to deliver what we’ve promised our customers and our organisation.
• Constantly drive us to do better for our customers and our organisation.
• Objectively manage the performance of our internal and partner delivery teams.
• Be able to demonstrate understanding of our performance, what it means to our customers’ business, and what we’re doing to improve.
• Look to continually improve both the efficiency & effectiveness of delivery processes and services, adding value that is relevant to the customer throughout the contract lifecycle.
• Identify risks in service delivery, assess commercial implications, and take measures to eliminate risks or avoid risks.

Change Delivery Management

• You will likely have a role leading change for our customers. Sometimes this will be relatively simple in-life service change, sometimes in supporting out Group Services colleagues, it will be pulling the organization together to deliver more complex change. In carrying out these duties, you will demonstrate awareness of relevant project management approaches.
• You will use your contacts and insight to identify new ways in which the organization can add value to its customers.

Business Management

• You will work with the Senior Delivery Lead/Delivery Director as well as Group Services and other colleagues, as appropriate, to support the account strategy and to ensure that the organization presents itself as a single, joined-up team to the customer.
• You will make sure that colleagues in our delivery functions and our partners who deliver to the customer understand the strategy, the customers’ business, and our place in that business.
• You will contribute to and deliver against a communications plan, both customer-facing & internal, ensuring clear & consistent messaging both verbally and in written form across various media.

Contract Management

• You will support Group Services in the development, negotiation, and agreement of contract changes within the Customer account.
• You will support the management of the contract schedules that relate to your scope of service.
• You will ensure compliance and manage exceptions.

Financial Management

• You will manage the finances of your account or assigned services to ensure accurate forecasting and cost management to achieve or exceed financial baselines.
• You will support Group Services, where appropriate, in costing for services in Presales.

Relationship Management

• You will work with the Service Director/Lead and the account team to define and support the engagement strategy with the customer and other stakeholders.
• You are likely to be the primary interface to one or more senior stakeholders within the customer organization. You’ll ensure that you maintain a positive and constructive relationship to the benefit of both organizations.

Location

• This role will be located at a client site.

Reporting

• This position will report to a Senior Delivery Manager.
• You’ll be part of the Delivery Leadership team, either in your own right or reporting through the Senior Delivery Lead/Delivery Director to our customers.
• You’ll have clear areas of accountability and will be given appropriate autonomy to lead the areas of the service that you are responsible for.
• You’ll also form part of a wider community of Delivery Leads and will have the opportunity to actively contribute to wider in-country Delivery initiatives.
• You’re likely to have a role within the customer’s day-to-day Delivery leadership. Depending on the customer, you may have a seat at their operational or strategic table. You may need to work as part of a virtual leadership team with other suppliers.

Supervisory Duties

• People Management
• Perform all Line Management responsibilities for all Direct Reports. Ensure that your team, direct and virtual, is appropriately motivated and engaged, and that individual performance is managed.
• Support the people strategy for the account, including capacity and succession planning, people and capability development, and talent identification and retention
• Support the communications strategy in support of the account and employee engagement strategies.

Education & Experience Required

• Legally eligible to work in the United States
• Bachelor’s degree in Business, Information Technology, or related field, or equivalent experience
• You’ll be an experienced practitioner in IT Service Management.
• You’re likely trained in ITIL, possibly to Expert status.
• You’ll know that it’s not all about ITIL. You’ll be able to show that you understand how IT services fit in a customer’s business and how we, as a service provider, can add value.

Skills & Competencies

• 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 show initiative and enthusiasm
• Resilience and abeing ble 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

Additional

• Motivated to succeed as a Team – You’ll know that success is about how teams work together, both within the orgainizationComputacenter and the customer.
• You’ll act and encourage your people to remove organisational boundaries using a “One Customer One Team” approach.
• Collaborative – You’ll openly share ideas with colleagues across the organization, and you’ll contribute to initiatives that improve our organization outside of your account.
• Inclusive – You’ll be aware of & sensitive to both unconscious bias and cultural difference, and role model a positive approach to building an inclusive working environment.
• Inspiring – It’s likely that you will lead other Delivery Managers, most of whom aspire to develop their careers into more senior roles. You’ll be a role model to them and support them in their growth.
• Creative – You’ll be able to come up with solutions to do better for our customers, for our company, and ideally for both at the same time!
• Curious – You’ll want to get to the root of issues, asking “the five whys” (Six Sigma) and using both data and intuition appropriately. You’ll avoid “I think, I feel, it seems” as much as you can, in favor of “I know”.
• Able to tell a story – You’ll be able to credibly present your service performance and improvement ideas to different audiences, talking at an appropriate level of detail.
• Advocate Value – You’ll play an active role in the adoption & use of the Customer Value Framework, continually improving and adding value to the organization's services delivered to the customer.

Pay: Up to $120k to $125k, with a 10% bonus annually

100% onsite in Greer, SC with travel required (10% +/-)

Immediate start pending successful interview and relevant checks

LIMITATIONS AND DISCLAIMER

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.

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