Location: UK - Hatfield, UK - London, UK - Milton Keynes, UK - Reading | Job-ID: 220060 | Contract type: Standard | Business Unit: Customer Success & Service Delivery
Life on the team
We are excited to announce that we are looking to hire a Global Service Delivery Leadership Director into our thriving Group Managed Services organisation within Computacenter. This is a highly visible leadership role, responsible for running a large, high-performing function that delivers exceptional service outcomes for our customers while balancing operational excellence, commercial performance and strong stakeholder engagement.
So, who are we?
Service Delivery Leadership represents our services to key internal and external stakeholders. Working within Group Managed Services and collaborating closely with Sales, Service Management and our internal delivery engines, the function is accountable for ensuring that services are delivered to the quality, cost and commercial commitments agreed with our customers. It is a high-performing environment and a strong breeding ground for talent, where leaders are expected to challenge positively, drive service improvement and ensure our services remain relevant, competitive and aligned to customer needs.
What you’ll do
As Global Service Delivery Leadership Director, you will lead a substantial international service delivery community of around 300 people across core countries and nearshore/offshore locations. You will be responsible for ensuring the function delivers against customer commitments, service levels, cost baselines and commercial targets, while building strong relationships across Sales, Service Management, customers and senior stakeholders.
Specific tasks include:
- Lead a large, high-performing function: Inspire, motivate and develop a diverse service delivery community of approximately 300 people across the globe.
- Deliver customer commitments: Ensure services are delivered in line with agreed SLAs, customer expectations, operational standards and contractual commitments, with a strong focus on service improvement and customer satisfaction.
- Drive commercial and operational performance: Own functional performance against headcount, utilisation, cost optimisation and P&L-related targets, ensuring the baseline of each opportunity is delivered effectively.
- Partner with Sales and customers: Work closely with Sales, customers and Service Management to understand customer challenges, support new opportunities and guide decision-making with a pragmatic, commercially aware approach.
- Manage escalations and service improvement: Take ownership of complex customer escalations, drive service improvement plans and ensure teams are focused on resolving issues at pace in a high-pressure environment.
- Provide governance and assurance: Service Delivery form part of the Governance sign-off process for deal reviews, service changes, operational assurance and compliance with policy, process and company values.
- Build strategic relationships: Develop trusted relationships with senior internal stakeholders, customers and service partners, remaining visible across the organisation and representing the function with credibility.
- Champion global collaboration: Contribute to a one-team global leadership approach, working collaboratively across functions and geographies to deliver consistent, high-quality service outcomes.
What you’ll need
- Senior service delivery leadership experience: A strong background in leading complex service delivery operations within a large organisation, with the credibility to understand how services are delivered and where performance can be improved.
- Commercial and operational acumen: The ability to balance customer, operational and commercial priorities, with experience working against targets linked to utilisation, cost, service performance and customer outcomes.
- Stakeholder and customer management: Proven experience working with Sales, customer-facing teams and senior stakeholders, with the confidence to guide, challenge and influence in a constructive and diplomatic way.
- Resilience and tenacity: A calm, confident and self-motivated leader who can remain focused in a fast-paced environment, handle escalations thoughtfully and support teams to deliver meaningful service improvement.
- Clear communication: Strong written and verbal communication skills, with the ability to be concise, credible and effective when engaging at senior and executive levels.
- Political awareness and collaboration: The ability to navigate a complex organisation, balance facts, data and stakeholder perspectives, and work collaboratively across functions, countries and cultures.
- People leadership: Experience motivating, inspiring and developing large teams and leadership communities, creating clarity, accountability and momentum across a broad function.
Why join us?
This is a diverse, challenging and highly visible role for someone who enjoys operating at pace, influencing across a complex organisation and seeing the direct impact of their leadership on customer outcomes. You will have the opportunity to lead a critical function, work closely with senior leaders across Sales and Service Management, win customers over through service excellence and play a key role in shaping how we deliver for our customers globally.
The role will involve regular travel across key locations, including Hatfield and Blackfriars, as well as engagement with teams and stakeholders across our core countries and global delivery locations.
About us
Computacenter is a leading independent provider of IT infrastructure services, with about 21,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.
We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.
Interested in joining a company with a strong sense of community?
We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether #peoplematter
