Service Manager

You’ll play a pivotal role in supporting project delivery and leading the transition into service for a major customer. This is a multifaceted opportunity, combining traditional service management with hands-on involvement in device-as-a-service and asset management initiatives. You’ll work closely with a team of Service Managers and will report to the Senior Service Manager.

This role offers significant scope for growth and progression, ideal for an all-rounder with aspirations to develop and take on greater responsibility. You’ll be joining at a time of change, with opportunities to shape the future of service management of the account and enablement of new solutions at our integration centre.

What you'll do

Service Management Responsibilities

• Service Delivery: Manage the delivery of services to ensure they 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.
• Contract & Commercial Management: Ensure contractual obligations are met, manage commercial performance, and oversee the financial aspects of the P&L. Track and manage commercial risks and obligations.
• Professional Services: Involve in pre-sales to ensure project success, oversee project delivery, and adhere to governance processes.
• Innovation & Development: Stay updated with industry developments, new technologies, and Computacenter solutions. Promote diversity and inclusion within the team.

Additional Responsibilities

• Oversee the management of legacy Device-as-a-Service (DaaS) across over 20,000 devices, ensuring commercial and contractual obligations are met.
• Support projects such as device refresh programme, including software rollouts and hardware vendor transition.
• Manage lease returns, asset control (stock, disposal, new, project), and build transitions including BIOS and driver updates.
• Enable centralised build services in our integration centre to increase service levels and reduce operational costs.
• Liaise with vendors and internal teams to support technical enablement and service delivery.
• Take ownership of DaaS contract obligations.

What you'll need

• Either current Government SC clearance or be eligible for it and willing to undertake.
• A proven background in service management, ideally within a managed or centralised services environment.
• Experience with device-as-a-service, lease management, or similar operational models is highly desirable.
• Ability to support and motivate a diverse team, with a collaborative approach.
• Strong relationship-building skills and a proactive approach to customer engagement.
• Ability to manage complex transitions and resolve issues efficiently.
• Excellent verbal and written communication skills.
• Willingness to travel (primarily Derby, with occasional trips to London and Hatfield).
• Ambition to develop in your role and take on new challenges.

Additional information

Country: UK

Location: Derby (3 days/week), with flexibility and occasional travel to London and Hatfield

Hours: 37.5

Role Type: Permanent