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Service Manager

Location: UK - Birmingham, UK - Hatfield, UK - Milton Keynes | Job-ID: 200114 | Contract type: Standard | Business Unit: IT Service Delivery/Managed Services


As a Service Manager you will be responsible for the delivery of services to one or more Computacenter customers.  This may be part of a team of Service Managers on a larger account, or you may take responsibility for the full scope of services on a smaller engagement or set of accounts 
You will contribute to an effective governance model to manage the teams and partners who deliver the service, ensuring that high quality and customer satisfaction are maintained, that issues are successfully addressed and that the services meet their contractual and financial performance targets.
You will engage stakeholders within the customer organisation ensuring that Computacenter is responsive to their needs and that they understand the quality and value that we deliver for them.

You’ll be part of the service leadership team for the account(s), normally reporting to a Senior Service Manager or Service Director.


What you’ll be doing

  • Involvement in the Pre-Sales process to qualify opportunities 
  • Identifying changes to contractual obligations and managing the change process where needed.
  • Govern the contractual obligation process and co-ordinate plans to drive compliance. 
  • One Strategy Ownership and governance.
  • Assess situations, issues, opportunities and manage or escalate where appropriate.
  • Engaging as part of the wider Central unit Service Management team.
  • Where possible or required manages, develops and coaches team of staff and implements performance management solutions where required.
  • Governing and managing the risk management process. 
  • Liaise with colleagues to ensure best practice and continual improvement in delivery of services.
  • Responsible for the adoption of CC best practice and service offerings to ensure consistency of service.
  • Good working knowledge of contractual obligations. 
  • Demonstrating a strong financial acumen with experience of monthly T&M / variable charging processes.
  • Responsibility for managing financial controls and operating a departmental P&L statement monthly/quarterly/annually. 
  • Build and maintain effective working relationships with all customer, partner and business functions, identifying areas for change and growth.


What you’ll bring

  • Motivated to succeed as a Team – You’ll know that success is about how teams work together, both within Computacenter and the customer.  You’ll do all you can to remove organisational boundaries using a “One Customer One Team” approach.
  • Collaborative – You’ll openly share ideas with colleagues across Computacenter and you’ll contribute to initiatives that improve our organisation outside of your account.
  • Inclusive – You’ll be aware of & sensitive to both unconscious bias and cultural difference and role model a positive approach to building an inclusive working environment.
  • Inspiring – It’s likely that you will lead other people, most of whom aspire to develop their careers into more senior roles.  You’ll be a role model to them, and support them in their growth.
  • Creative – You’ll be able to come up with solutions to do better for our customers, for our company and ideally for both at the same time!
  • Curious – You’ll want to get to the root of issues, asking “the five why’s” (Six Sigma) and using both data to understand and improve performance. 
  • Able to tell a story – You’ll be able to credibly present your service performance and improvement ideas to different audiences, talking at an appropriate level of detail. 
  • Advocate Value – You’ll either lead or play an active role in the adoption & use of the Customer Value Framework, continually improving and adding value to Computacenter services delivered to the customer.


Why should you join the Service Management team at Computacenter 

  • The opportunity to work on one of our prestigious customer accounts
  • Progression Opportunity’s
  • Excellent company culture
  • The opportunity to work in an award-winning team
  • Corporate Benefits


Current information for our applicants

We have made our application and recruitment process virtual, we are excited to bring talent like you on board to join our growing teams within Computacenter. Our recruiters remain available to you should you have any questions. We are looking forward to getting to know you!


About us

Computacenter is a leading independent provider of IT infrastructure services, with about 18,000 employees worldwide and a global revenue of £6.7 billion (2021). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.


We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.


Interested in joining a company with a strong sense of community?


We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether #peoplematter

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