Operations Delivery Manager
Computacenter
full-time
Posted on:
Location Type: Office
Location: California • New York • United States
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About the role
- Ensure the delivery of services and the achievement of the contractual obligations
- Act as the primary point of contact for in-scope operational outcomes for the end-to-end DaaS service for key customers
- Accountable to own P&L and understanding how this contributes to the overall department P&L
- Identify and manage service improvements where necessary, also identify opportunities to improve customer satisfaction, quality, reduce repeat issues or better align the operational delivery of services
- Promotes a safe and healthy work environment by establishing, following, and enforcing standards and procedures and complying with legal regulations
- Partners with business leaders to deliver services that support company objectives and are consistent with Winning Together values
- Actively manages Service Quality and ensures “service excellence” ethos promotes Customer interaction through onsite Service Managers, attending service review meetings along with the rest of the account team on a regular basis
- Manages the standardization of processes and procedures across the globe
- Acts as a point of escalation on complex issues or complaints related to DaaS and provides appropriate support to other team members, and the customer
- Instrumental in the support of service integration, new business activities, projects and the expansion of services, support
- Actively manages longevity of Contracted Services through contract renewals
- Embrace and support Computacenter’s mission and core values
- Identify performance deviations from the contract
- Collaborates with the relevant stakeholders and prepares recommended changes together with Delivery Leadership
- Drives continuous improvement initiatives to meet Computacenter’s strategic and operational goals
Requirements
- Legally eligible to work in the United States
- At least three years of specialized vocational education or study (Bachelor) plus work experience of at least three years
- Preferred Advanced academic background, preferably to good degree level or equivalent
- Fully qualified in relevant professional qualification relevant to the role
- ITIL Foundation certification, plus ITIL modules if applicable
- Persuasiveness and confident appearance
- Structured, determined and results-oriented work
- High implementation strength
- Distinct understanding of service and service orientation
- Strong integrative skills and high social competence
- Very good skills in working with heterogeneous teams
- Leadership skills
- Proven track record of work experience in a challenging commercial environment
- Proven commercial acumen
- Good working knowledge of relevant functional systems
- Experience in dealing with and influencing multi-tier management
- Experience of developing best practice policies and procedures for functional area
- People Management experience/Training
- Managing a result orientated operation
Benefits
- Competitive compensation plans
- Attractive mix of benefit plans to contribute to good health, future financial security, and peace of mind
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
P&L managementservice integrationcontract renewalsservice quality managementprocess standardizationcontinuous improvementcustomer satisfaction improvementbest practice policy developmentoperational deliveryvocational education
Soft Skills
persuasivenessresults-orientedstructured workhigh implementation strengthservice orientationintegrative skillssocial competenceleadership skillsinfluencing skillspeople management
Certifications
ITIL Foundation certification