Global Service Delivery Leadership Director

Location: UK
- Hatfield UK
- London UK
- Milton Keynes UK
- Reading Job-: 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 youll 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 youll 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…