Delivery Director - Service Quality & Governance

Job Introduction
A fantastic opportunity has arisen within GIO UK to recruit new strategic management roles to focus on making Computacenter's managed service offerings competitive and appealing so we retain and win more business on mutually beneficial terms. Each role will be to accountable for the end to end services that are delivered from our Shared Service Model and are tactically aligned to the ITIL V3 service delivery model to support cross functional support & delivery by removing some of the traditional barriers that have existed.

To enable more flexibility in the technical team structures, reducing the tower model, through skillset ownership, in a move towards Bi-modal IT, each delivery Director will have a number of Heads of functions reporting through, making sure the delivery of quality services, maximises performance, whilst minimising risk and impact.

The successful candidate will have a strong understanding of managed services and the Shared Service Model and how this relates to the overall computacenter strategy. They will have a good technical understanding of Datacenter Services which are underpinned by the ITIL Service Lines; Service Operations, Design & Transition. They will have a strong understanding of key business processes which will include but not limited too; Service Transition (Was Service Integration), Management Operating System, Management System Framework & Service Operating Model.

Ideally the successful candidate must have strong financial management understanding and will have managed a Cost Centre/Profit Centre P&L; Can demonstrate an understanding of various financial levers and constraints and can evidence.

Role Responsibility

Strategic & Relationship Management (70%)

• Contribute to business strategy and prioritise projects and objectives accordingly

• Accountable for the Strategic leadership & management of their services & teams

• Demonstrates credibility at a senior leadership level by communicating effectively with directors and Executives regards ongoing operational issues

• Take accountability for the delivery of significant business focused projects/deliverables to defined targets

• Develop service offerings to assist in operational activity

• Creates Advocates of our customers

• Develops productive relationships with key stake holders

• Develops and promotes collaboration accountability and collaboration by removing traditional barriers

• Provides feedback for Performance Management of own team members

• Providing coaching, mentoring and support to staff under direct line management enabling the business to retain its talent

Operational & Management Assurance (30%)

• Takes proactive ownership of complex operational issues and provide appropriate support to other team members

• Motivate team to help ensure the delivery of function and business targets

• Accountable for ensuring adoption of CC best practice and service offerings to ensure consistency of service

• Fully understand the service Computacenter has been engaged to deliver in line with contractual arrangements

• Accountable for the profit and loss of the individual Cost Centres under their responsibility

• Drive service excellence whilst maintaining contractual SLAs

• Identify tooling & Process efficiency improvements to drive down costs whilst improving Customer perception of GIO services

• Assure adherence to CC policies and procedures

The Ideal Candidate
Broad in-depth experience of a Blue Chip IT Operations environment

Demonstrable experience as Manager of an Operations team

Strong ability to build relationships to all levels within the organisation

Strong ability to delivery business change (process, technology & culture)

Evidence of adaptability/flexible to changing demands

Ability to work under pressure

Ability to influence

Demonstrate strong understanding of P&L management as it relates to a Cost Centre.

Strong practical and working knowledge of ITIL Services

Demonstrable knowledge of similar operational environments

Excellent communication skills at all levels

Excellent decision making/problem solving skills

Strong leadership skills

Strong planning and organisation skills

Strong People Management skills - interpersonal skills, performance management skills, interviewing

Good understanding of an outsourced delivery environment/model

Experience of implementation of governance frameworks across global virtual teams

Understanding of internal/external customer business needs

Experience of managing global virtual teams

Proven track record of driving and delivering consistent and constant service improvement

Package Description
Delivery Director

Competitive Salary + comprehensive and flexible benefits

Milton Keynes/Hatfield/Nottingham

About the Company
Computacenter is Europe's leading independent provider of IT infrastructure services & solutions

Our focus is on corporate and government organisations, typically of from 500 to 10,000 employees, and large enterprises of 10,000 or more employees.

Over 12,000 staff employed across the Group. 2016 adjusted profit before tax was GBP86.4 million. Revenues were GBP3.25 billion

Over 70% of Computacenter's Group revenue comes from services, software, and sales of enterprise products such as servers and connectivity/networking technology

Achieve great things - for yourself, our customers and our business

At Computacenter we win together by making sure all our people have the autonomy to get things done and to find excellent solutions for our customers.