Senior Operations Coordinator

Computacenter North America • Indianapolis

Indianapolis

216893-en_US

About the role
As a Team Manager/Senior Operations Coordinator, you will be responsible for managing colleagues in the service at ticket/request level in a contractual services deal (e.g. arranging appointments with users, ensuring optimal workload). Your region of coverage will be within specific geographic boundaries. You and, where required, your associated team(s) may be dedicated, or operate as part of a wider team of Operational Delivery Managers, responsible for one or more accounts.

What you'll be doing

You will operationally manage employees and teams at a work package level in a Contractual Services deal. You will also act as the first point of contact for technical content for onsite service personnel and customers in this area of responsibility by ensuring efficient and quality-assured service delivery of entire work packages as well as IMAC or Break & Fix services. You will be required to support responsible teams in case of technical problems, e.g. in route cause analysis, and provide suggestions for continuous improvements on an operational level (ticket/request level), taking customer satisfaction into account. You will assess and assign up customer complaints or risks in service delivery and forwards them to the responsible parties with a high sense of urgency.

Customer Management

Possess knowledge of all key contacts/stakeholders for ensuring service delivery in the medium term – Provide support to the Service Management & Delivery Lead in following or further developing the CC customer strategy – Will advises the customer on an operational level to continuously develop SOPs / procedures.
Implement operational measures to increase customer satisfaction.
Independently check whether the measures introduced increase customer satisfaction. Provide feedback to service management/delivery leadership if necessary.
You will receive, process and respond to customer complaints in accordance with defined complaint management

Service Management

For playing your own role in opportunity governance
For operational control and quality assurance of work packages
To ensure the following aspects of service delivery:
Adherence to contract and process specifications (scope of service, service level, processes, SOPs).
Complete and timely recording of special services
Correct and timely maintenance of ticket and asset data reporting
To support - if necessary - in solving technical problems in their own area of responsibility
To control and file acceptance protocols, service reports etc.
For warehouse management for all onsite warehouses (incl. reporting of stock changes, access controls, coordination of acceptance of Deliveries, ...)
For control and management of all rooms and spaces used on site by CC
To identify and implement optimization potential at operational level about efficiency and effectiveness at work package level.
To carry out operational change management, identify changes and deviations in the contractual services owed and initiate a "change" in their own area of responsibility. Participation in the Change Advisory Board (CAB), if applicable.
To ensure adequate staffing of the assigned support team as the basis for SLA-compliant and efficient service delivery. This includes deployment planning (creation of resource, deployment and shift plans, substitution and succession planning)".
For recording and forwarding escalations to the customer, identifying risks in service delivery at an operational level, as well as assessing and forwarding technical information as appropriate.

People Management

You will be responsible for the operational management of internal and external employees as well as management of Internal Service Provider (ISP).
You will be required to integrate new employees into a new or existing operational situation.
In your role, you will communicate procedural instructions to support teams and serve as first point of contact for less experienced colleagues. There will be No disciplinary responsibility.
Customer-specific qualification of the support team employees (customer specifics, contract scope, processes, SOPs)
Support the ISPs in the human resources development process Identification of potential and targeted development and promotion.

Relationship Management

Implement and ensure the sustainability of the deal-specific operational governance (role, communication and reporting structure) with the onsite team.
Establish and maintain a partnership relationship with all relevant levels and interfaces (ISP, external partners, client) according to the governance model.
Ensure close liaison between Computacenter HQ and the MS site, playing an active role in the Managed Services Operations community.
Regularly reviews the performance of the delivery networks (external partners, ISP) based on Standard Operating Procedures (SOP) and initiates measures for improvement if necessary.

What you have

At least 2 years of professional experience
You will have operational and management experience and knowledge
Operational management of internal and external employees as well as management of Internal Service Provider (ISP).
ITIL Foundation Certification
You will be able to communicate to appropriate levels
You will be able to articulate, to the appropriate level of detail, three core Computacenter principles, Know Your Company; Know Your Customer; Know Your Contract
Adequate ability to lead a support team.
Ability to perform very well even under high pressure.
Appropriate, professional appearance and appearance
Ability to build and maintain good relationships with relevant levels of the client/team.
Good communication skills
High degree of independence and organizational skills
High degree of independent work, commitment and ability to work under pressure.
Good decision-making and problem-solving skills

Why you should choose us

Showing appreciation & having fun

Great performance is recognized, so too the willingness to help others. Our Bravo! and tenure recognition scheme schemes are just a taste of how we say thank you for all that you do. And when it comes to recognizing success, we love to celebrate. Our company and team events are legendary!

Open communication

Despite our size, we’re an open organization 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!

Inclusive workplace

People work best when they bring their whole selves to work; that’s why we see and value you as the individual you 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 Program, a ‘Be well’ app (powered by Humanoo), Mental Health First Aiders, wellbeing webinars, wellness fairs, and much more.

Tuition reimbursement

Interested in continuing your formal education or pursuing various certifications? Computacenter provides up to $5,250 in tuition reimbursement for full time employees. We value continuing education, and this assistance includes tuition, books, registration fees, and more.

Pension & financial security

Thinking ahead, planning for life’s uncertainties, or simply saving for a rainy day? For our people based in the US, we offer automatic enrollment onto our 401(k)-retirement plan with a company match. For our Canadian colleagues we offer enrollment onto a Registered Retirement Savings Plan provided by Canada Life where we’ll match 25% up to 6% of your base earnings. Irrespective of where you’re based, you’ll also have access to our financial advisors who can help you with your retirement planning needs.

Parental leave

If you’re expanding your family, you can utilize our parental leave program that provides twelve weeks of 100% paid leave for birthing parents, and two weeks of paid leave for non-birthing parents. Grow your family with peace of mind as you grow professionally with us.

Flexible benefits

We offer a wide range of benefits that you can tailor to fit you needs. In addition to great medical, dental, and vision coverage options, we also provide 100% company-paid life insurance, and short- and long-term disability insurance. Our easy to navigate employee benefits platform, you’ll have the opportunity to enroll in supplemental life insurance.

You belong

At Computacenter, we celebrate difference, and it’s important to us that we have a working culture where you can be free to be yourself. We provide 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 and equal access for everyone. Your application to join the team is considered on its merits regardless of your age, disability, ethnicity, gender identity, marital status, pregnancy, parenthood, religion or belief, sex or sexual orientation, veteran status, or any other characteristics protected by law. All that matters to us is that you share our vision and values, and you bring the experience and skills we need.

We welcome applications from disabled people and accept applications in alternative formats.

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.

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