Senior Service Manager

Computacenter (UK) Ltd • London

London

214293-en_GB

Life on the team

As a Service Manager, you will be accountable for all Services delivered to our Contractual and Professional Services customers.

You will provide leadership and management of the “virtual” customer team, ensuring Services, Sales and Delivery are aligned and focussed on the right customer outcomes, under a joined-up Account Plan.

You will cultivate and own key stakeholder relationships with the customers primarily associated with the Services delivered and identified growth opportunities.

Together with the Sales team, you will drive growth in the Contractual and Professional Services delivered by understanding the customer’s objectives and challenges, and how to convert these into opportunities for Computacenter.

Where the Role Fits:

  • You’ll be a primary member of the Leadership Team for your customer(s) together with the Sales team, including Group Managed Services, Group Professional Services and Group Technology Sourcing 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;
  • As the Service lead you will 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

Portfolio

  • Typically, one Managed Service Account or a portfolio of multiple accounts

Leadership

  • Lead and manage the Services teams and interface with Delivery Leadership to ensure that Services and Delivery are aligned and focussed on the customer outcomes;
  • Focus on the relationship with the Client Director, Account Manager and broader Sales team, to ensure consistent messaging and leadership across the account;
  • Take an active role in coaching the virtual team, as well as any direct reports, assisting in the development of all team members;

Strategy

  • Understand the customer’s strategy and key goals;
  • Share the customer strategy and goals with the Delivery Leadership team, ensuring they understand how best to support the customer in meeting these, in line with our contractual commitments;
  • Understand how our Account Plan aligns to the customers strategy and goals, and help to shape our strategy to better deliver against them;

Collaboration

  • Actively drive a One Team approach and Account Plan generation and delivery;
  • Taking a lead role with the Sales and Delivery teams to consistently manage the relationships, opportunities and in-life management of change;

Customer Relationship

  • Accountable for the management of applicable relationships with the key customer stakeholders associated with all services delivered;
  • Build new relationships with key customer stakeholders in areas identified for growth, through Account Planning;
  • Understand the customers business, industry, organisation structure and change processes;

Customer Experience

  • Manage the services improvement plan and its delivery, focussed on the ‘in life’ transformation of the service, contract, commercial and technical outcomes;
  • Understand and drive initiatives focussed on customer experience, together with the customer, to enhance the experience delivered for their users;

Contract Management

  • Ensure we are meeting our contractual obligations and that the customers are delivering against theirs;
  • Take necessary action, or escalate, where obligations are not being met by us or the customer;
  • Track and manage Contractual Risk Register, including timely communication of risk positions to customer, escalating as required;
  • Ensure there is appropriate change control processes in place, and changes are impact assessed as required, and any subsequent risks are managed accordingly;
  • Where agreed changes are implemented, ensure they are introduced through formal Acceptance into Service;

Commercial Management

  • Deliver as a minimum to the agreed Contractual Services and Professional Services baseline performance, driving improvement in commercial performance where possible;
  • Ensure that we deliver no less than the “as sold” value for each contractual service and professional services project;
  • Management of the financial process including all aspects of the P&L;
  • Tracking and managing Commercial Risk Register, including timely communication of risk positions to customer, escalating as required;

Professional Services

  • Involvement in pre-sales to ensure all aspects of the project are capable of being successful;
  • Working with the Project Management teams and Delivery Leadership to deliver the contracted outcome to the required level of quality and the modelled service and commercial outcome;
  • Understanding of Projects Practice processes, governance and reporting in order to ensure projects are managed and delivered successfully;

Growth

  • Identify and actively pursue new ideas for expansion of existing scope of service, referring to the Service Catalogue for opportunity areas;
  • Collaborate with peer groups and internal CC resources to bring new ideas for growth opportunities to your customers;
  • Take all opportunities to grow both the Contractual and Professional Service by:
    • Being fully engaged in Account Planning;
    • Understanding the customers objectives;
    • Understanding the competitor landscape of your customer;
    • Understanding the key vendors and technologies in your customer environment;

What you’ll need

  • Experience of working in a customer aligned service management role within the IT services industry.
  • Experience of leading a team.
  • Strong understanding of customer strategy, industry trends, and business objectives.
  • Commercial acumen with strong experience managing P&L and contract performance.
  • Excellent communication and relationship-building skills.
  • Ability to drive strategic growth and manage complex service portfolios.
  • Collaborative mindset with a focus on team success and customer satisfaction.
  • Active interest in personal and team development.

Additional information

Start date: Q2 2026

Country: UK

Location: London

Hours: 37.5

Role Type: Permanent

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!

Meet your recruiter
Daniel West

Daniel West