Delivery Manager

Computacenter•Houston, TX

About The Position

The Delivery Manager is accountable for leading and managing service and change delivery for an account, a group of accounts, or a significant service area within a larger account. The role leads a small number of direct reports and manages a larger group of company and partner employees through matrix management. It establishes effective governance to ensure services meet customer and organizational commitments, service levels, and financial targets while supporting business growth and customer satisfaction through service excellence. The role oversees run and change services, team performance, delivery improvement, service risks, contract matters, financial management, and customer relationships. It works with senior delivery, account, and Group Services colleagues to support account strategy, coordinate complex change, maintain consistent customer and internal communications, and ensure delivery teams and partners understand the customer's business and the account strategy. The Delivery Manager may be the primary interface for one or more senior customer stakeholders. Annual compensation: $108K–$155K USD. The company describes its compensation plans and long-term career opportunities as competitive and offers a mix of benefit plans intended to support health, future financial security, and peace of mind.

Requirements

Legally eligible to work in the United States.
Bachelor’s degree in Business, Information Technology, or a related field, or equivalent experience.
Experienced practitioner in IT Service Management.
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 understanding of IT technologies and products.
Excellent written and verbal communication skills, including comfort communicating with colleagues in countries where English is not the first spoken language.
Good self-organization and time-management skills.
Ability to prioritize and handle multiple requests simultaneously.
Ability to build trust, be assertive when required, and show initiative and enthusiasm.
Resilience and ability to deal with stressful situations.
Business and financial acumen with strong analytical skills.
Understanding of product supply chains.
Commercial astuteness.
Team-oriented working and thinking.

Nice To Haves

Training in ITIL, potentially to Expert status.

Responsibilities

Lead and manage delivery of run and change services in line with commitments to the customer and the organization.
Continuously improve service delivery for both the customer and the organization.
Objectively manage the performance of internal and partner delivery teams, understand service performance and its impact on the customer’s business, and drive improvements.
Improve the efficiency and effectiveness of delivery processes and services, adding relevant value throughout the contract lifecycle.
Identify service-delivery risks, assess commercial implications, and take steps to eliminate or avoid risks.
Lead customer change, ranging from in-life service changes to more complex changes involving the broader organization.
Apply awareness of relevant project management approaches and identify new ways to add value for customers.
Work with senior delivery leadership, Group Services, and other colleagues to support account strategy and present a coordinated team to the customer.
Ensure delivery colleagues and partners understand the account strategy, the customer’s business, and the company’s role in that business.
Contribute to and deliver customer-facing and internal communications plans with clear, consistent verbal and written messaging across media.
Support development, negotiation, and agreement of customer contract changes and management of relevant contract schedules.
Ensure contract compliance and manage exceptions.
Manage account or assigned-service finances, including accurate forecasting and cost management, to meet or exceed financial baselines.
Support service costing in presales where appropriate.
Work with service and account leadership to define and support customer and stakeholder engagement strategy.
Act as the primary interface for one or more senior customer stakeholders where applicable, maintaining constructive relationships that benefit both organizations.
Lead and motivate direct reports and matrix-managed company and partner employees, ensuring they understand their roles and are appropriately engaged.