Business Excellence Specialist

Life on the team

Are you passionate about Service desk Opportunities and ready to explore your capabilities?

Service desk professionals are problem solvers, as a growing organization in India, there are more opportunities for career advancement and professional development. As the company expands, new roles and responsibilities will emerge with the chance to take on more challenging and diverse tasks.We are more open to innovation and creativity. There will be a greater emphasis on trying new ideas, implementing cutting-edge technologies, and exploring innovative solutions to challenges. We in Computacenter foster a culture of continuous improvement and forward-thinking.

What you’ll do

The Operational Excellence Specialist will work across Remote Service Ops to drive changes to reduce our cost to serve and increase User Experience and efficiency. Responsible for managing a portfolio of customers. Support the development of the Practices and Capabilities, working with the wider management team to effectively and efficiently introduce innovation and change to our people and operational management processes and tools. Driving change applying the operational excellence framework key elements In-life commitments, Automation, Quality, Service Model Optimisations and best practice.

What you’ll need

• Delivering against in-life commitments
• Driving and tracking the delivery of in life contractual commitments
• Identifying optimisation opportunities & creation of optimisation roadmaps in conjunction with
• Operations and Deliver Leadership
• Providing support for the adoption of technologies and channel shift activities
• Benefit realisation tracking and delivery
• Associated reporting and governance updates

Identifying, driving & delivering automation opportunities

• Identifying opportunity and creating pipeline of opportunities
• Quantification and validation of opportunities
• Presentation of opportunity to Operations/Delivery leadership
• Driving and tracking Approvals to proceed in conjunction with Delivery Leadership
• Oversight of the E2E automation process
• Benefit realisation tracking and delivery (ROI)
• Associated reporting and governance updates

Quality & Knowledge Management

• Governance of operational adherence to Quality Framework
• Governance of operational adherence to Knowledge Management processes,
• Support production and analysis of knowledge reporting,
• Identify optimisation opportunities highlighted
• Benefit realisation tracking and delivery
• Associated reporting and governance updates

Service Model Review

• Governance of Operational adherence to agreed/defined Service Model
• Identification and escalation of non-standard roles within Operational Delivery
• Benefit realisation tracking and delivery
• Associated reporting and governance updates
• Matrix Task Management for Process Analyst/Operations Analyst
• Validation of continual service optimisations identified and presented
• Governance and tracking of Process Analyst/Ops Analyst adherence to milestones agreed
• Point of escalation for Process Analyst/Ops Analyst

AdHoc Business Request

• Provide support for Ad hoc business requests; such as but not limited to project support, pre sales support and business case justification

Experience & Education:

• 8-12 Years experience
• Bachelor's degree in a relevant field or equivalent work experience or relevant technical certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).

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, and enabling people and their businesses.

Learning and development

Our people are our strength which is why we offer leadership training, coaching, mentoring, professional development, and international opportunities. Whichever direction you choose to go in – whether it’s a well-trodden path or a completely new part of the business – we’ll support you. Our managers champion their people, powering their personal development and helping them to reach their full potential. 

You belong

We passionately believe in the power of diversity and inclusion. We celebrate our differences because we know a diverse workforce with different experiences and perspectives helps us win together. And to do that, you need to feel comfortable to bring your whole self to work – and you can only do that when you feel supported, valued, and have a sense of belonging which is what we strive to achieve. Your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. All that matters to us is that you share our vision and our values, and that you bring the experience and skills we need. We are proud to be a Disability Confident Employer, we welcome applications from people with a disability – and guarantee to interview applicants who have a disability and meet the essential requirements for the job