Operations Manager

Computacenter (UK) Ltd • Hatfield

Hatfield

215271-en_GB

Life on the team

We are currently recruiting an Operations Manager for one of our prestigious customers based in Stevenage. You will be leading a services desk teams to ensure and maximise customer satisfaction by working in partnership with Delivery Leadership to deliver high quality services in a professional and efficient manner. You will develop the specific function, capability and offering of the Service Desk and take responsibility for all operational aspects of the service delivered. One of the key responsibilities is to support, develop and mentor the Team Leader population in order to drive a high level of productivity in day to day operations. You will be responsible for ensuring the operational team have clear business objectives and deliverables in order to drive high levels of customer satisfaction and quality of service.


What you’ll do

  • Provide secondary point of contact for escalations, issues or complaints for a contractual services team
  • Provide single point of contact for assigned integration activities, or expansion of services
  • Responsible for execution of the Service (continuous) Improvement Plans
  • Support the Team Leaders via coaching and mentoring
  • Support the Team Leaders by setting business objectives and targets
  • Share good practice processes and successes with the operational teams
  • Management of escalations as per the company escalation matrix
  • Management of Service Desk Forecast against agreed budget
  • Responsible for commercial compliance i.e. KPI deliverables
  • Support the Team Leaders in driving Performance Management, Scheduled Adherence & Utilisation
  • Support cost reduction initiatives within the Service Desks

What you’ll need

Essential:

  • The ability to demonstrate an in-depth knowledge of all aspects of technical service desks
  • Experience of leading and managing a customer service function within a large organisation
  • Experience in managing IT Service Desk Client driven SLA’s as well as internal KPI designed to drive productivity and efficiency
  • Previous experience of managing a team
  • Excellent communication skills at all levels along with building and maintaining relationships at all levels with customers, account teams and staff
  • Demonstrate knowledge of people and operational management issues

Desirable:

  • The ability to demonstrate experience in a customer facing role within the IT industry
  • A Service Management qualification preferable ITIL
  • Business Knowledge and commercial awareness
  • Demonstrate experience and understanding in an IT industry

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 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!

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, Wellbeing Champions, Mental Health First Aiders, Access to Work scheme, and more.

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 you that extends beyond skills, knowledge, and experience. Our Employee Impact Groups champion best practice, celebrate diversity and promote inclusion within our industry.

Pension and financial security

Thinking ahead, planning for life’s uncertainties, or simply saving for a rainy day? We offer auto-enrolment onto our pension scheme, a Sharesave/SAYE scheme and more besides.

Flexible benefits

Do you fancy a new bicycle? Want to work-out at the gym? Or do you prefer to get-away from it all? With our voluntary flexible benefits platform, ‘My Benefits’, you can. Achieve savings with our Cycle2Work, GymFlex, Travel Insurance benefits and loads more.

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; 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 and equal access to opportunities for everyone. Your application 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 are proud to be a Disability Confident Employer, a government scheme that helps employers attract, recruit, and retain disabled staff. We welcome applications from disabled people and accept applications in alternative formats – and guarantee to interview applicants who have a disability.

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!

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Meet your recruiter
Annette Marshall

Annette Marshall