Senior Service Manager

You’ll be a primary member of the Team for your customer(s) together with the Sales team, including Group Managed Services (GMS), Group Professional Services (PS) and Group Technology Sourcing (GTS) as required.

You’ll be Computacenter’s leading services presence for all services delivered and associated growth opportunities, managing customer engagement at a senior level in line with your Account Plan.

You’ll interface with GMS, PS, GTS, Sales, etc, to ensure that all Contractual and Professional Services, both in life and new opportunities, are delivered consistently and to the required level of quality, as per the contracted delivery and commercial outcomes.

You’ll work with GMS Delivery Leadership to ensure that their teams aligned to the account are appropriately aware of all deliverables and are kept engaged with account progress.

What you’ll do

• Service Delivery: Work closely with the delivery team to ensure services meet or exceed customer expectations.
• Team Leadership: Lead and motivate a team of service professionals, providing guidance and support to achieve high performance.
• Customer Relationship Management: Build and maintain strong relationships with key customer stakeholders, acting as the primary point of contact.
• Issue Resolution: Proactively identify and resolve service-related issues, ensuring minimal disruption to the customer.
• Performance Monitoring: Monitor service performance against agreed SLAs and KPIs, implementing improvements where necessary.
• Reporting: Provide regular reports on service performance, issues, and improvements to senior management and customers.
• Continuous Improvement: Drive continuous improvement initiatives to enhance service quality and efficiency.
• Compliance: Ensure all services are delivered in compliance with relevant regulations and standards.
• Collaboration: Work closely with other departments to ensure a seamless service delivery experience for customers.

What you’ll need

• Service Management: Proven experience in a service management role, preferably within a Managed Services environment.
• Leadership: Strong leadership skills with experience in managing and motivating teams.
• Customer Focus: Excellent customer relationship management skills, with a track record of building and maintaining strong customer relationships.
• Problem-Solving: Strong problem-solving skills with the ability to proactively identify and resolve issues.
• Performance Management: Experience in monitoring and managing service performance against SLAs and KPIs.
• Communication: Excellent communication skills, both written and verbal, with the ability to present complex information clearly and concisely.
• Continuous Improvement: Experience in driving continuous improvement initiatives to enhance service quality and efficiency.
• Compliance: Knowledge of relevant regulations and standards related to service delivery.
• Collaboration: Ability to work collaboratively with other departments and stakeholders to achieve common goals.