Operations Delivery Manager

About the role

As an Operations Delivery Manager, you will be responsible for leading and managing all day-to-day operational delivery activities for in-scope service outcomes and service Change, specific to Operational & Field Services, and all dependencies, across the wider Field & Lifecycle Services organisation.

What you'll do

• Partner with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
• Operational Delivery
  • You will ensure that all in-scope contractual obligations, for Operational & Field Services are compliant,
  • These may include, but not be limited to:
    • Operating efficiencies, Cost of delivery, Data Accuracy, Procedural conformance, Aged Incidents (backlog), In support of Technical Contracts Management (Asset Tracking accuracy), Stock Levels, Service Levels, Key Performance Indicators, Training / capability, Headcount availability.
  • Identify and manage Service improvements where necessary, or possible to improve Customer Satisfaction, quality, reduce repeat issues or better align the operational delivery of services to your account(s) local, regional, or global requirements.
  • Measure performance of all in-scope Services delivered in your region of coverage, overall, and our internal delivery organisation and partners.
  • Be aware of and potentially own any interventions were escalated by the account(s); or where escalations, improvements or updates are required.
  • Own any interventions within any Delivery Engine, where your Service outcome is dependent upon their associated outcomes.
  • Understand the role that our Services perform, and where they impact the customer(s) business.
  • Ensure accuracy of data entry in all appropriate systems.
  • Identify and highlight gaps, or inefficiencies in existing processes, work instructions.
  • Prepare, validate, and deliver in-scope data sets to Delivery Leadership, enabling the creation of Service Reports.
  • Prepare, validate, and deliver in-scope management reports, providing relevant updates, findings, and recommendations to the Field & Lifecycle Services, and Operations Lead.
  • Represent Field & Lifecycle Services, and participate in local or regional Service reviews alongside Delivery Leadership, where required.
  • Prepare, validate, and cascade in-scope reports for operational purposes to your team(s) to steer and manage the day-to-day delivery of operations.
  • Operate as part of a collective Operational Delivery Management community, providing knowledge, lessons learned and support to all other Operational Delivery Managers, as part of your account(s) within your region of coverage.
  • Operate upon your own initiative, where necessary and be required to maintain a compliant operational delivery outcome within your Region of coverage.
  • Collaboratively engage, and escalate as necessary, with all supporting teams across Field & Lifecycle Services as agreed, and reflected in appropriate document management systems, as agreed with the Operational & Field Services organisation during the Transition Programme to ensure operational delivery is achieved.
• Change Management
  • Assessing and approving Change:
    • Where Changes are deemed in-scope of the Operational & Field Services organisation, or specifically to your region of coverage,
    • Where Changes may impact Services delivered by the Operational & Field Services organisation, or specifically to your region of coverage,
  • Facilitating Change:
    • For in-scope changes delivered by the Operational & Field Services organisation, where changes may be defined as,
      • a simple in-life Service changes,
      • a specific Change within your region of coverage,
      • a complex change as part of a wider Computacenter or account(s) initiative(s)
  • Ensure that any, approved, in-scope change(s) are delivered successfully,
    • Make, as appropriate, the Operational & Field Services organisation, the Field & Lifecycle Services, Operations Lead, and Delivery Leadership aware of any Change, or actions that could be construed as a Change, by any Parties where this activity in unplanned, not approved, or outside of the agreed Change scope.
  • Use your engagement with the account(s), and all operational Service teams available to you, to identify and communicate across the Operational & Field Services organisation, your region of coverage, and the Field & Lifecycle Services, Operations Lead, new ways to deliver existing Services, and/or add increased value to our customer(s).
• Relationship Management
  • Act as the primary point of contact for in-scope operational outcomes for Operational & Field Services in your region of coverage.
  • Act as the primary contact for the Operational & Field Services organisation for your region of coverage, for the Field & Lifecycle Services, Operations Lead, and to your operational delivery team(s).
  • Escalate into the Field & Lifecycle Services, Operations Lead for all account(s) operational delivery issues that cannot be resolved locally, regionally or may have a significant operational, financial, or reputational impact to your assigned account(s) on a local, country, regional or global level.
  • Engage with the Service Management and Delivery Leadership team(s) assigned to the account(s).
  • Ensure that you maintain a positive and constructive relationship within your team, with Service Management, with Delivery Leadership, across the wider Computacenter matrix of Stakeholders and the account(s), to benefit all parties.
• Business Management
  • Support the account(s) development in conjunction with Operational & Field Services, the Field & Lifecycle Services, Operations Lead and Delivery Leadership,
  • Make sure that the team(s) you lead, both directly and virtually, clearly understand the account(s) Contractual obligations, customer(s) priorities and their role within.
• Contract Management
  • Understand our contract with the assigned account(s), where you are able to explain, to an appropriate level of detail using the available Contract summary, the Services and obligations specific to Operational & Field Services.
  • Involved in reviewing any Contractual changes that may directly or indirectly change the scope of Services that you are responsible for.
  • Identify and highlight any potential impacts to the Services you are responsible for, to ensure compliance and manage expectations at a local office, in-Country or Regional level.
• General Management & Leadership
  • Motivate your team to succeed, removing all organisational boundaries to deliver ‘Great Service’ to your account(s).
  • Inspire, acting as a role model to all within your team who want to develop their careers, whilst supporting those who are happy to deliver day-to-day outcomes.
  • Engaged and where possible, share ideas with colleagues within your team, across the account, the wider Field & Lifecycle Services, Leadership team and Group, Delivery.
  • Identify, or contribute to initiatives that improve Field & Lifecycle Services outside of your assigned account(s),
  • Encourage those in your team, to identify improvements to the in-scope Services for your assigned account(s), and for Computacenter.
  • You will want to get to the root of any issues, challenging others, asking 'why’ and using available data to understand, mitigate and improve performance and Service outcomes.
  • Credibly present your Service performance and improvement ideas to different audiences, presenting at an appropriate level of detail.
• Embrace and support Computacenter’s mission and core values.

What you have

• Legally eligible to work in the United States
• Bachelor’s degree in Business, Information Technology or related field, or equivalent experience
• 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 shows initiative and enthusiasm
• Resilience, and able 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

What you can expect

There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.

About us

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 20,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us