Computacenter AG & Co. oHG
Service Manager
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Location: UK - Mobile England | Job-ID: 219613 | Contract type: Standard | Business Unit: Customer Success & Service Delivery
Life on the Team
You’ll be joining an existing high performing team on one of the largest customers in the UK business, playing an important role in supporting BAU service assurance and leading the continuous improvement of our service performance.
You’ll work closely with a supportive team of Service Managers and will report to the Senior Service Manager.
This role offers significant scope for growth and progression, ideal for an all-rounder with aspirations to develop and take on greater responsibility. You’ll be joining a very busy service, with lots of Managed Service change and Professional Service activity.
What You'll Do
Service Management Responsibilities
- Service Delivery: Manage the delivery of services to ensure they meet or exceed customer expectations.
- Virtual Team Leadership: Lead and motivate a team of service professionals, providing guidance and support to achieve high performance.
- Customer Relationship Management: Build and maintain strong relationships with key customer stakeholders.
- Issue Resolution: Proactively identify and work with our Delivery Leadership team to resolve service-related issues, ensuring minimal disruption to the customer.
- Performance Monitoring: Monitor service performance against agreed SLAs and KPIs, implementing improvements where necessary.
- Continuous Improvement: Drive continuous improvement initiatives to enhance service quality and efficiency.
- Compliance: Ensure all services are delivered in compliance with relevant regulations and standards.
- Collaboration: Work closely with other departments to ensure a seamless service delivery experience for customers.
- Contract & Commercial Management: Ensure contractual obligations are met, manage commercial performance, and oversee the financial aspects of the P&L. Track and manage commercial risks and obligations.
- Innovation & Development: Stay updated with industry developments, new technologies, and Computacenter solutions. Promote diversity and inclusion within the team.
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Additional Responsibilities
- Deliver our Assistive Technology service, ensure users with disabilities are provided guidance to select the appropriate hardware, peripherals and software in the Computacenter service catalogue.
- Support the other two SM1’s in spreading the workload between the Service Managers, ensuring more resilience and capacity within the team.
What You'll Need
- Either current Government SC clearance or be eligible for it and willing to undertake.
- While Developed Vetting isn’t required for this service, being open to potentially undertaking DV clearance in the future would be helpful.
- A proven background in service management, ideally within a managed or centralised services environment.
- Experience with end user-facing managed services or similar operational models is highly desirable.
- Ability to support and motivate a diverse team, with a collaborative approach.
- Strong relationship-building skills and a proactive approach to customer engagement.
- Ability to manage complex operations and resolve issues efficiently.
- Excellent verbal and written communication skills.
- Willingness to travel (primarily Corsham in Wiltshire, with occasional trips to London and Hatfield).
- Ambition to develop in your role and take on new challenges.
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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.
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