Computacenter AG & Co. oHG
IT Operations Manager
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Location: UK - Cust. Site ENG, UK - London | Job-ID: 219428 | Contract type: Standard | Business Unit: Others
IT Operations Manager OSG (Onsite Services Group) Service Owner
London
3-4 days onsite
Life on the team
The OSG Service Owner is responsible for the delivery of the onsite and field engineering outcomes to one of Computacenter’s customers. As the Service Owner, they will align directly to the customer, providing clear information about our service provision and ensuring that the customer’s requirements are understood and executed across the regionally aligned onsite teams and Field Service teams, when applicable.
The OSG Service Owner will engage directly with the Service Desk, Global Service Coordination and other Computacenter delivery partners, alongside Service Delivery Leadership, to ensure the required end-to-end governance is in place.
The Service Owner will own any issues impacting the Team Leaders’ and technicians’ ability to deliver the required service to our customer.
What you’ll do
The Operations Manager, OSG Service Owner, will ensure that all in-scope contractual service obligations are compliant.
These include, but are not limited to:
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Oversee onsite engineering
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Manage customer deliverables with regional Team Leaders and onsite technicians
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Engage Global Service Coordination to ensure effective Work Order Task assignment to technicians and PIN allocation for Locker request services
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Quality Management
- Ensure all onsite activities are detailed in process, Standard Operating Procedures (SOPs) and ServiceNow Knowledge articles, working with the customer and Computacenter stakeholders as required
- Ensure technicians receive customer specific training
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Cost of delivery
- Work within the agreed financial delivery model
- Identify opportunities to reduce operating costs and leverage resources and best practices
- Identify risk to financial performance against model and report to Service Delivery Leadership and Service Management
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Maintain “Good Stock” levels
- Liaise with customer and Computacenter for seed stock
- Ensure repair cycle activities are returning defective stock to Good Stock in timely manner
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Maintain Service Performance
- Measure and monitor Service levels and KPIs
- Monitor open and aging incidents and requests assessing risk to service performance
- Produce and execute necessary improvement actions
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Headcount availability
- Short-term absenteeism
- Annual leave
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Manage CSI
- Optimise Operational Effectiveness
- Promote innovation within onsite teams
- Liaise with customer and Service Management
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Manage Change
- Manage in-life operational change with customer and delivery stakeholders
- Engage with Service Management to execute changes resulting from Changes to Service
What you’ll need
- Understanding of ITIL and IT service management frameworks
- Strong problem-solving and analytical abilities
- Excellent communication skills for working with internal and external stakeholders
- Experience with service management tools and reporting methods, preferably ServiceNow
- Ability to drive change and continuous improvement
- Proven experience in an IT Operations Manager or similar role
- Experience writing Standard Operating Procedures and explaining processes to stakeholders
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About us
We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.
We’re a place where you can belong
With over 21,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.
You’ll see this reflected in our recruitment process too. We aim to provide fair access to opportunities and an inclusive, barrier-free experience. All that matters to us is that you share our vision and values, and bring the skills and experience we need.
As a Disability Confident Committed employer, we offer a guaranteed interview scheme. If you opt in and meet the minimum criteria for the role, you’ll be guaranteed an interview, and we’re happy to support any reasonable adjustments. Please let us know when you apply.
If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!
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