Customer Delivery Manager - MS Teams, AV

Location: IND - Bangalore 24/7 | Job-ID: 220488 | Contract type: Standard |Business Unit: Customer Success & Service Delivery

Life on the team

Are you passionate about delivering excellent customer outcomes and improving the way people connect and collaborate? Join Computacenter's Delivery Leadership community and take ownership of a strategically important Meeting Room as a Service offering.

You will work across the customer, Computacenter delivery teams, service lines, AV specialists, OEMs and partners. Your focus will be strong governance, dependable service performance, clear customer communication and continual improvement, using a One Customer One Team approach.

What the role is

As Customer Delivery Manager for MRaaS, you will be accountable for the in-life delivery of meeting room and collaboration services within your agreed scope. You will ensure that contractual, service, financial and customer commitments are understood, governed and delivered.

You will be the primary operational interface for key customer stakeholders, bringing together a virtual delivery organisation to manage performance, resolve issues, reduce risk and improve the end-user meeting experience. Technical diagnosis and engineering remain with the appropriate MRaaS specialists; your role is to lead the service and its outcomes.

What you'll do

Customer and service leadership

• Own end-to-end service delivery for the assigned MRaaS scope and make sure we deliver what we have promised to the customer and Computacenter.
• Build trusted relationships with customer workplace, collaboration, IT operations and service management stakeholders.
• Lead regular operational, service and executive governance reviews, with clear reporting, decisions, actions and escalation paths.
• Understand the business impact of meeting room services and translate operational performance into a clear customer narrative.

Operational governance and improvement

• Govern service levels, key performance indicators, room availability, ticket trends, ageing, major incidents and customer experience measures.
• Coordinate Incident, Problem, Change and Request Management across internal teams, partners and customer resolver groups.
• Maintain risks, issues, dependencies, actions and Service Improvement Plans, ensuring ownership and timely progress.
• Use data and recurring-failure analysis to improve service quality, efficiency and effectiveness.
• Ensure new or changed services transition successfully into business-as-usual operations, with operational readiness and clear acceptance.

Partner, commercial and lifecycle management

• Manage service performance across AV vendors, OEMs, field services, logistics and other delivery partners.
• Coordinate escalations, replacement activity and cross-team dependencies through to resolution.
• Support meeting room deployments, refreshes, moves, adds and changes, ensuring effective handover into support.
• Contribute to financial governance, forecasting, cost control, contract compliance and management of service exceptions.
• Identify opportunities to add value, improve the service and support retention or growth of the customer relationship.

People and collaboration

• Lead and motivate a virtual, matrix delivery organisation, creating clarity of ownership and shared priorities.
• Where applicable, fulfil line-management responsibilities and support capability, succession and engagement plans.
• Contribute to the wider Customer Delivery Manager and Delivery Leadership community by sharing learning and reusable good practice.

What you'll need

• Proven experience in IT service delivery, customer delivery or managed services, with accountability for service outcomes.
• Strong customer-facing experience, including service reviews, senior stakeholder communication and escalation management.
• Good working knowledge of ITIL service management practices and service governance.
• Experience coordinating internal teams, suppliers and partners in a matrix environment.
• Ability to interpret service and commercial data, identify risks and convert insight into action.
• Clear written and verbal communication, with confidence presenting to operational and leadership audiences.

Desirable knowledge and experience

• Meeting room, workplace technology, unified communications or audio-visual managed services.
• Microsoft Teams Rooms, Teams Admin Center, Teams Rooms Pro Management, Cisco collaboration or AV vendor management platforms.
• ServiceNow or a comparable enterprise IT service management platform.
• Global or multi-region service delivery, including coordination across cultures, time zones and support partners.
• ITIL 4 Foundation; project, programme, SIAM or Microsoft collaboration certification would be advantageous.

What you'll bring

• Customer focus: you understand customer priorities and make service value visible.
• Ownership: you lead issues through to resolution and maintain governance discipline.
• Collaboration: you remove organisational boundaries and bring teams together around outcomes.
• Curiosity: you use data, challenge recurring issues and look for practical improvements.
• Commercial awareness: you balance service quality, contractual obligations, cost and risk.
• Inclusive leadership: you value different perspectives and create an environment where people can contribute and grow.

How you'll be measured

• Achievement of agreed service levels, contractual commitments and delivery quality measures.
• Customer satisfaction, stakeholder confidence and effective management of escalations.
• Progress and realised outcomes from service improvement, risk reduction and problem management.
• Financial performance, forecast accuracy, cost control and contract compliance within the assigned scope.
• Effectiveness of partner performance, governance, communication and team engagement.

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