Senior Service Manager

Computacenter Ltd • Bangalore Bengaluru

Bangalore Bengaluru

214309-en_GB

Life on the team

Are you passionate about Service desk Opportunities and ready to explore your capabilities?

Service desk professionals are problem solvers, as a growing organization in India, there are more opportunities for career advancement and professional development. As the company expands, new roles and responsibilities will emerge with the chance to take on more challenging and diverse tasks. We are more open to innovation and creativity. There will be a greater emphasis on trying new ideas, implementing cutting-edge technologies, and exploring innovative solutions to challenges. We in Computacenter foster a culture of continuous improvement and forward-thinking.

What you’ll do

The delivery of the service and the achievement of the contractual obligations globally
Service Desk efficiency and effectiveness as one Global Service Desk, leveraging all desks capability
Global account level headcount control and related commercial responsibility (expenses, training) across all locations
Actively promote and embrace projects and initiatives (Automation, new tools, technology) that will improve the quality of service and/or improve efficiencies and productivity. Realise any commercial and service improvement benefits delivered through initiatives
Responsible for business continuity of the Service Desk during operational hours
Hold the relationship with the appropriate key Delivery Leadership and Service Management personnel; attendance at agreed meetings and forums
The Leadership and Performance Management of Operation Managers
Accountable for own P&L and understanding how this contributes to the overall department P&L
Customer interaction through onsite Service Managers, attending service review meetings with onsite Service Managers and Customers where relevant
Drive Continual Service improvements to assist in cost to serve reductions and in-life/benefits realisation
A point of escalation on complex or serious issues or complaints and providing appropriate support to other team members
The support of service integration, new business activities, projects or the expansion of services, support Contracted Services through contract renewals
Actively managing Service Quality and ensuring “service excellence” ethos promoted
Supporting GSD Objectives and Strategy
Form part of and be an active member of the extended global Service Desk leadership team
The standardisation of processes and procedures
Contributing to the GSD ISO obligations (if applicable)
Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.

What you’ll need

Fully qualified in relevant professional qualification
Good working knowledge of relevant functional systems
Experience in dealing with and influencing multi-tier management
Experience of developing best practice policies and procedures for functional area
Experience of managing IT operations including a Service desk or Helpdesk
Experience of working with multiple accounts
Experience of SLA development and management
Exposure to working in a multi-client environment
Management and experience of managing P&L’s
Experience of managing multiple locations across different time zones
Experience of working with IT support teams globally
Experience of communicating complex technical issues and sensitive information to senior stakeholders and the wider external stakeholder community
Excellent coaching and communication skills

Experience & Education:

Bachelor’s degree in information security, Computer Science, or bachelor’s degree in a relevant field or equivalent work experience.
Overall 14+ Years at least 2 year leadership experience in managing service desk teams in fast changing operational environment

Skills:

SLA/ KPI/ OPI achievement
Feedback from management, peers and customers
Effectively escalates issues and opportunities
People management decisions aligned with using performance management tools effectively
Demonstrates relevant company value
End User Satisfaction at the Service Desk (NPS, VoC, Cust Sat)

Why you should choose us

Open communication

Despite our size, we’re an open organisation that doesn’t hide behind hierarchy. We communicate regularly, openly and directly. For us, it’s about being straightforward, delivering and doing the right thing. Essentially, we’re people dealing with people.

Showing appreciation & having fun

Great performance is recognised, so too is the willingness to help others. Our Bravo! awards, quarterly and annual rewards, and Long Service Awards Scheme are just a taste of how we say thank you for a job well done. And when it comes to recognising success, we love to celebrate. Our company and team events are legendary!

Inclusive workplace

People work best when they bring their whole selves to work, that’s why we see and value you as the amazing individual you truly are. We take a genuine interest in you that extends beyond skills, knowledge, and experience. Our Employee Impact Groups champion best practice, celebrate diversity and promote inclusion within our industry.

Health & wellbeing

Our people are our greatest asset and we’re passionate about supporting you in feeling good and staying healthy. We offer a comprehensive Employee Assistance Programme to support your health and wellbeing.

Pension and financial security

We offer various benefits to help our people save money for the long term an maintain financial security.

Time off to explore your creativity

Our people-driven internal core committees ensure that you taking time off work to invest and explore your creativity in various activities.

Winning Together

At Computacenter, we have been writing success stories for more than 40 years! Today, we’re driving digital transformation with over 20,000 employees worldwide. We develop IT strategies, implement new technologies and manage complex infrastructures.

As a proud, independent partner to some of the world’s leading technology providers, our portfolio covers workplace, applications & data, cloud & data center, security, and networking.

What’s the secret of our success? Quite simply, it’s our people. The people who bring their unique skills and perspectives to a diverse and inclusive environment that enables them to reach their full potential.

You Belong

At Computacenter, we celebrate differences and it’s important to us that we have a workingculture where you can be free to be yourself; in an environment where you feel valued,respected, and supported to reach your full potential and experience a sense of belonging. Because we know when you thrive, we thrive.

As a proud equal opportunities’ employer, we’re committed to ensuring that there is fair andequal access to opportunities for everyone. Your application is considered on its meritsregardless of your age, ability, ethnicity, gender identity, marital status, pregnancy,parenthood, religion or belief, sexual orientation, veteran status, or any other characteristicsprotected by law. All that matters to us is that you share our vision and values, and you bring the experience and skills we need.