Customer Delivery Manager

Lead and manage several Team Leaders directly and indirectly through matrix management Implement and operate an effective governance model to ensure Services satisfaction Assurance of all contractual Service levels and KPIs Assurance of all contractual obligations on Computacenter and the Customer Drive Customer satisfaction through effective complaints processes Manage and resolve Customer operational escalations Drive continual service improvement and end-user experience Advocate for team members’ voice to ensure satisfaction Lead initiatives to improve team’s productivity Drive innovation and automation with recently deployed tooling Improve end user experience Develop ServiceNow Dashboards and reports Assurance of all Operational Reporting on Service Level and Performance Chair various internal governance meetings Support Service Review reporting from operational teams Meet financial targets and reporting driving contractual billing Coach and mentor other employees for continuous development Engage as a Senior Manager in wider organizational transformations Requirements Legally eligible to work in the United States Bachelor’s degree in Business, Information Technology or related field, or equivalent experience Experienced practitioner in IT Service Management ITIL trained, possibly to Expert status Expert Microsoft Excel and PowerPoint skills Analytical with data Influential in articulating technical and process requirements Good knowledge 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 Good self-organization and time management skills Ability to prioritize and handle multiple requests simultaneously Can build trust, be assertive, and show initiative and enthusiasm Resilience and able to deal with stressful situations Business and financial acumen with strong analytical skills Understanding of product supply chains Commercially astute Team-oriented working and thinking Core Competencies Demonstrates expertise in IT Service Management, with a strong focus on driving customer satisfaction, managing operational escalations, and implementing effective governance models. Proficient in developing ServiceNow dashboards and reports while ensuring compliance with contractual obligations and KPIs. Highest-signal resume keywords IT Service Management ITIL Certification ServiceNow Dashboard Development Microsoft Excel Expertise Analytical Skills ATS Optimization Keywords Hard Skills IT Service Management ITIL Certification ServiceNow Dashboard Development Microsoft Excel PowerPoint SAP Data Analysis Operational Reporting KPI Assurance Contractual Compliance Soft Skills Excellent Communication Skills Team Leadership Strategic Thinking Self-Organization Resilience Certifications & Qualifications ITIL Certification Industry Keywords Customer Satisfaction Governance Model Operational Escalations Continuous Improvement Product Supply Chains Tools & Technologies ServiceNow Microsoft Office MS Teams #J-18808-Ljbffr Jobtailor