About the role
The Operations Delivery Manager is an exciting opportunity that is responsible for Operational control and quality assurance across multiple business lines. You will be responsible for leading and managing all day-to-day operational delivery activities for in-scope service outcomes specific to Device as a Service (DaaS) and related dependencies within the Professional Services and Technology Sourcing team You will successfully establish, implement and ensure the sustainability of deal-specific operational governance in complex deals (role-, communication- and reporting-structure) with the onsite and field team, along with implementing operational measures to ensure and enhance customer satisfaction.
Annual compensation: Up to $130K USD
What you'll be doing
Accountabilities
- 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.
- Offering innovative service improvement ideas with consideration and usage of AI.
- 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.
Change Management
- 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.
Success Criteria
- The success of this role is highly dependent on the following criteria:
- Oversees the SLA/ KPI/ OPI achievement across multiple areas including stock availability, data accuracy, service performance, cost of delivery and headcount availability.
- Effectively escalates issues and opportunities.
- Feedback from manager, peers, and customers
What you have
- Offering service improvement ideas with consideration/usage of AI
- Professional & Personable
- Relationship Oriented
- Pragmatic/Open Minded/Responsive to change
- Forward thinking and open minded
- Engaging with a practical communication style
- Solutions to Problems
- 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
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 21,000 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
