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Digital Experience Manager

Location: UK - Hatfield, UK - Milton Keynes, UK - Nottingham | Job-ID: 200711 | Contract type: Standard | Business Unit: IT Service Delivery/Managed Services

 

Team Overview

 

Digital Experience Management is a global team based in the UK, France, Spain, Germany, South Africa, and India. The service was created to underpin our end-user managed services from desk to deskside. At its most basic, the service will provide insight into a customer's environment, allowing them to gain a true understanding of their current device performance and associated user experience. The team's main goal is to improve end user experience by proactively improving the customer estate and addressing issues that would otherwise go unnoticed. This is a customer-facing team comprised of management and engineer level resources dedicated to one or more customers.

 

What you’ll be doing

 

Proactively capitalise on the insight provided by analytics and other intelligence sources, interpreting and implementing improvements in the context of the customer relationship such that the primary focus is always the user, their experience and productivity for the business.
 

The DEM exists to add value through:-

  • Driving Efficiency
  • Drive opportunities for Automations & Remote Actions
  • Liaise with central EUA CoE to assess Automations & Remote actions which may be relevant for implementation on their customer
  • Improve Key Metrics – MTTR, Incident Volumes (-) , Incidents Avoided (+)
  • Work with projects teams to drive better, data driven outcomes and adoption
  • Use analytics to drive quicker and more accurate RCA and resolution

 
End User Experience

  • Proactive incident resolution – Fully automated fixes (invisible) & User enabled fixes (through engage)
  • Drive Fix-forward and automation culture focused on the user experience not just the SLA
  • Monitor Performance dashboards and use data to drive improvement initiatives & possible future automations/problems
  • XLAs/End User Sentiment (performance v experience)
  • Recommend engage campaign usage where it will enhance the user experience e.g. targeted MIM updates only to impacted users

 
Quality

  • Proactive Problem – work with problem management to identify at least one data-driven problem investigation per month.
  • Impact and quality of Change
  • Comparative analytics Assessment
  • Automation v Root-cause fix.  Automation may be an easier option, but the right thing to do is fix the root-cause.  DEM to review each case.
  • Drive a culture of analytics and end user experience through service management and all service partners

 
Innovation/Value-Add/Use Case / Cost Saving Opportunities

  • Use data to identify opportunities for additional customer value
  • Share opportunities with other Computacenter accounts for CC Lessons learned / Efficiency

 

What you’ll bring

 

A Digital Experience Manager should have a strong background in Service Delivery and data analysis, as well as experience with end user analytics tools and technologies. They should also have excellent communication, customer service, people, and project management skills, as they will be responsible for coordinating with various teams to gather and analyse data and presenting findings to stakeholders. Due to the customer we support, it is critical that they have SC Clearance or are happy to be SC Cleared.

 

Other desirable skills for a Digital Experience Manager include:

  • Strong presentation skills and the ability to communicate complex information in a clear and concise manner
  • Ability to define and track key performance indicators (KPIs)
  • Strong attention to detail and ability to create visually appealing and effective presentations
  • Familiarity with analytics tools, such as Nexthink
  • Strong problem-solving and critical thinking skills
  • Ability to work independently and manage multiple tasks effectively

 

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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