ServiceNow Service Manager

Computacenter (UK) Ltd • nationwide call

nationwide

208540-en_GB

Life on the team

An exciting opportunity to become part of a strong and highly experienced team in a founding ServiceNow partner. We deliver across the ServiceNow platform to ensure organisations optimise how they use ServiceNow and transform the way in which they work.

Our team culture is about working together, supporting each other, and growing together. We strive to continuously improve what we do, and we take pride in regularly receiving the highest customer satisfaction scores.

We offer expertise, tailored career prospects and the opportunity to work with a diverse customer base consisting of the UK’s leading FTSE 250 and FTSE 100 businesses.

What you’ll do

  • Own, manage and communicate the operational relationship with assigned customers
  • Be involved in managing key customer projects by communicating effectively with service team members, management and service stakeholders on status, issues, risks, and service goals and objectives
  • Lead internal and customer meetings with thorough documentation and rigorous follow-up
  • Manage customer and service documentation, communications, meetings and required meeting follow-ups
  • Track metrics around platform performance and service requests
  • Continually seek to improve
  • Prepare and present service reviews to customers and internal stakeholders
  • Create, implement and track relationship and product/service roadmaps
  • Help create and execute on the overall vision for Service Delivery and customer satisfaction
  • Determine areas for process improvements within both the customer and Computacenter
  • Be accountable for managing the delivery of contracted services such as maintenance to customers
  • Serve as the primary point of contact to the internal and external customer(s) regarding overall and day-to-day service delivery
  • Ensure SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded
  • Ensure that implementations and ongoing services are delivered on time and meet client requirements by maintaining tight control over the service schedule, risks, the scope of work and budget
  • Build and maintain strong customer relationships, and participate in customer meetings regarding performance to ensure customer satisfaction
  • Ensure that operational teams and subcontractors maintain a clear understanding of the customer's needs, and provide day-to-day customer advice and support
  • Promote Computacenter’s capabilities and works to achieve contract extension or to win additional business within the account(s)
  • Promote and expand the services offered to the current customer base.


What you’ll need

Required:

  • 2+ years of experience in a Service Delivery Manager role (or similar capacity) dealing with customers of various sizes across multiple business sectors
  • Direct experience of the ServiceNow platform
  • Proven ability to communicate and translate effectively across multiple groups from Pre-Sales/Sales, through to technical resource and Senior Management, with proficiency in English, both spoken and written
  • Strong organisational skills, ability to work independently and manage multiple work streams simultaneously
  • Eligible for UK Government Security Clearence (SC).

Advantageous:

  • Experience in a customer support and/or advisory technical role (Solution architect, system administrator, technical account manager or equivalent)
  • Bachelor’s degree in computer science, business administration or closely related discipline
  • ITIL Certification
  • Skilled in contract management and project management
  • Skilled in financial management, to administer budgets, schedules and performance standards to provide financial performance reports
  • Availability to be on-call as part of a Management Rota
  • Availability to manage customers outside of the UK & Ireland region
  • Excellent communication skills to bridge the gap between technical and non-technical stakeholders.

Additional information:

Country: UK
Location: Remote
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.

Knowledgeable and experienced leaders

Our knowledgeable and experienced management team have an average of 8+ years’ experience with our ServiceNow Centre of Excellence team, with some having more than 15 years! They’ve stood in your shoes and have a real insight into the work required and know the right levers to pull to help achieve the right outcomes.

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.

Collaboration

Our culture of collaboration. We believe in sharing knowledge, coaching each other, and encouraging the thoughts and views of others. It’s the way fresh thinking is refined, and new innovative solutions are developed.

Reward and recognition

Help our customers solve complex challenges in a changing world and you’ll be recognised and rewarded for your efforts. We offer an attractive, competitive pay structure and benefits package.

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.

Training

From ServiceNow technical training and professional certifications to soft skills training and on-the-job coaching, the learning opportunities available within the ServiceNow Centre of Excellence are second to none. And no matter how busy we all are, we ensure time is ringfenced each working day to ensure that everyone has time for their training and personal development.

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

Get more insights

ServiceNow Centre of Excellence - Discover a real team like no other!
ServiceNow Centre of Excellence - Discover a real team like no other!
We asked some of the Computacenter ServiceNow Centre of Excellence team why they think they are a great place to work. Check it out, get inspired, and join us!
We asked some of the Computacenter ServiceNow Centre of Excellence team why they think they are a great place to work. Check it out, get inspired, and join us!
What can you expect as a new starter? We asked some of the Computacenter ServiceNow Centre of Excellence team and here is what they had to say.
What can you expect as a new starter? We asked some of the Computacenter ServiceNow Centre of Excellence team and here is what they had to say.
What's a typical working day in the ServiceNow Centre of Excellence team at Computacenter? Find out in our short video.
What's a typical working day in the ServiceNow Centre of Excellence team at Computacenter? Find out in our short video.
More Videos
ServiceNow Centre of Excellence - Discover a real team like no other!
ServiceNow Centre of Excellence - Discover a real team like no other!
We asked some of the Computacenter ServiceNow Centre of Excellence team why they think they are a great place to work. Check it out, get inspired, and join us!
We asked some of the Computacenter ServiceNow Centre of Excellence team why they think they are a great place to work. Check it out, get inspired, and join us!
What can you expect as a new starter? We asked some of the Computacenter ServiceNow Centre of Excellence team and here is what they had to say.
What can you expect as a new starter? We asked some of the Computacenter ServiceNow Centre of Excellence team and here is what they had to say.
What's a typical working day in the ServiceNow Centre of Excellence team at Computacenter? Find out in our short video.
What's a typical working day in the ServiceNow Centre of Excellence team at Computacenter? Find out in our short video.

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Daniel West

Daniel West