ServiceNow Service Manager

 Location: UK - Mobile England | Job-ID: 208540 | Contract type: Standard | Business Unit: ServiceNow

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  

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.