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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:
Oversee onsite engineering
- Manage customer deliverables with regional Team Leaders and onsite technicians
- Engage Global Service Coordination to ensure effective Work Order Task assignment to technicians and PIN allocation for Locker request services
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
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
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
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
Headcount availability
- Short-term absenteeism
- Annual leave
Manage CSI
- Optimise Operational Effectiveness
- Promote innovation within onsite teams
- Liaise with customer and Service Management
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
