Principal Engineer

Computacenter North America • nationwide call



About the role

The Principal Engineer is responsible as the lead engineer for conceptualizing the initial design specifications for large and complex customer projects. This involves cross-functional and inter-departmental interaction with Computacenter, the customer, and vendor organizations to establish user and/or customer requirements, systems design and architecture, and to estimate costs and resources for engineering projects. Along with the initial design of the project, the Principal Engineer also works on the technical design throughout the project. The Principal Engineer leads other engineers in providing post-sales engineering, consulting design, and implementation services related to hardware and software technologies; provides presales support by assisting the development, review, and validation of customer solutions; and performs as a technical lead for multiple hardware and software solutions. The Principal Engineer is acknowledged as an expert in the field, and is sought after by others for leadership and knowledge of how to design and architect complex solutions that cross a variety of technical domains.

Salary Range: $200K - $230K USD

What you'll do

  • Partners with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
  • Defines and establishes service goals, expected outcomes and measurable results
  • Designs and utilizes score-cards, surveys, methods and tools to monitor KPI, OLA and SLA compliance
  • Leads the collaboration with relevant teams to define the service portfolio roadmap, maturity path, customer priorities and drive to continuously improve maturity levels
  • Leads the collaboration of the strategic direction and guidance of ITSM processes and functions, as well as their supporting tools.
  • Ensures services and tools are consistently measured, monitored, and improved for Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Service Catalog, ServiceNow ITSM Platform, etc.
  • Integral contributor in the development of business cases to propose and implement additional ITSM processes and functions to further improve service – Knowledge Management, Release Management, Event Management, Request Management (with self-service capabilities)
  • Partners with leaders within Infrastructure and Operations as well as key business units to define and document the plan for Process Maps, Runbooks
  • Identifies and defines opportunities for process improvement and adhere to the principals of Continual Service Improvement utilizing metrics to ensure processes provide the anticipated value to stakeholders and users
  • Assists in the development of both short (6-12 months) and long term (1-3 years) process roadmaps, support by documented goals and maturity levels to be achieved over that time period.
  • Oversee 3rd Party Consulting teams in the delivery of ITSM related processes
  • Tracks and Manages Weekly Accomplishments and Deliverables
  • Tracks Burn Rate and over/under conditions and seek approvals for exceptions to documented projected utilization
  • Embrace and support Computacenter’s mission and core values.

What you have

  • Legally eligible to work in the United States.
  • 12+ years of IT Experience with 4+ years of Management/Team Leadership experience, including but not limited to:
  • Providing analysis, consulting, and making recommendations on good practices for solutions that scale and are flexible to adapt to a changing I & O ecosystem
  • Coaching, mentoring and motivating service delivery managers and staff to increase service and staff performance, end-user satisfaction, and employee satisfaction
  • Executive presence with the ability to clearly communicate ITSM/IT Service Delivery concepts and processes to all levels of stakeholders
  • Ability to adapt style and level of abstraction as appropriate
  • 10+ years’ demonstrable and relatively recent experience in ITSM (IT Service Management) and/or IT Service Delivery Leadership
  • Thorough understanding of IT service portfolio creation and management, service and value requirement definition and design, and typical supporting operating models
  • Typical elements that make up services, up-stream and down-stream dependencies, integrations, redundancy, availability, performance, and recovery models
  • Preferably in a Legal or Financial services organization of similar size and complexity
  • Significant experience working within the ITIL Framework with formal Service Management to include but not limited to:
    • Incident Management
    • Problem Management
    • Change Management
    • Asset Management
    • Configuration Management (CMDB)
    • Capacity Management
    • Service Catalog
  • Implementation of IT Service Management Tools and SLAs (Service Level Agreements) – ServiceNow Software and CMDB databases and Cis
  • Experience creating, documenting and disseminating IT processes
  • Operates with a strong sense of urgency ensuring that the operationalized ITSM processes and functions add value to all stakeholders, with respect to the delivery, management, and consumption of those services
  • Have a strong desire to deliver exceptional customer experiences, obsess over quality of services being delivered, and be relationship oriented through transparent and proactive communication. Some ways could include:
    • Surveys to gather periodic customer feedback on a consistent basis
    • Utilize an outside-in approach model and measure service success from customer’s point of view
    • Proactively showcase service improvements
    • Effectively communicate service impairments to the business/customers in a timely manner while taking ownership of service resolution/restoration and coordination of resources
  • Facilitate and drive alignment across teams, conduct customer research, and work with key stakeholders across business and technology to develop the service strategy, vision and roadmap.

Why you should choose us

Freedom & trust

At Computacenter, you can really thrive by having the autonomy to do the right thing, for the long-term benefit of your customers in our unique can-do culture. Our Sales professionals are trusted with high- profile customers and manage large-scale, complex projects.

Your work. Your time

Our culture means that you’re free to decide how best to manage your time and workload. All that matters is that you’re delivering your best for our customers and that you pursue a healthy work/life balance.

Celebrating success

Our two-day annual Group Kick-off event is an international sales conference like no other! It’s a great opportunity to network with your peers from Europe, Asia, and beyond. Learn, be inspired, and help celebrate the success of your team and your colleagues.

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.

Personal development

We offer unlimited opportunities for your personal growth and development with a structure that offers clear paths for progression. Our people have advanced to become some of the most successful leaders across the global industry – and we’re proud of this.

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.

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.

You belong

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.

Winning Together

We are an award-winning employer!