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Senior Service Manager

Location: UK - Cust. Site ENG | Job-ID: 57701 | Contract type: Standard | Business Unit: Others


Job Role

Location- Customer Site -Stratford
As a GS Service Manager, you will be accountable for all Services delivered to our Contractual and Professional Services customers, focussed around three key areas: 
People – Leadership and management of the “virtual” customer team, ensuring Services, Sales and Delivery are aligned and focussed on the right customer outcomes, under a joined up ONE Strategy; 
Customer – Ownership of key stakeholder relationships with the customers primarily associated with the Services delivered and growth opportunities identified; 
Growth – Growing the Contractual and Professional Services delivered by understanding the customer’s objectives and challenges, and how to convert these into opportunities for Computacenter. 
 Where the Role Fits: 

•    You’ll be a primary member of the Leadership Team for your customer(s) together with the Sales team and Group Delivery; 
•    You’ll be Computacenter’s Service Management presence in terms of all services delivered and services opportunities for Growth, managing customer engagement at a senior level in line with your ONE Strategy; 
•    As the Group Services lead you will interface with Group Delivery, Projects, GST, Sales, etc, to ensure that all Contractual and Professional Services, both in life and new opportunities, are delivered consistently and to the required level of quality as per the contracted delivery and commercial outcomes; 
•    You’ll work with Group Delivery leadership to ensure that Group Delivery teams aligned to the account are appropriately aware of all deliverables and are kept engaged with account progress. 
We are looking for someone that can help manage and drive the pipeline of project change services from the initialisation of the sales process through to contracting a new service through influencing customer stakeholders on all aspects of the contract lifecycle.
•    Taking a lead role with the Sales and Delivery teams to consistently manage the relationships, opportunities and in-life management of change; Ensuring we are meeting our contractual obligations and that the customers are delivering against theirs; 
•    Actively driving the One Team approach and ONE Strategy generation and delivery; 
•    Involvement in pre-sales to ensure all aspects of the project are capable of being successful; 
•    Working with the Project Management teams and Delivery Leadership to deliver the contracted outcome to the required level of quality and the modelled service and commercial outcome; 
•    Accountable for the management of applicable relationships with the key customer stakeholders associated with all services delivered; 
•    Build new relationships with key customer stakeholders in areas identified for growth, through ONE Strategy planning; 
•    Take an active role in coaching the virtual team, as well as any direct reports, assisting in the development of all team members 
•    Understand the customer’s strategy and key goals; 
•    Share the customer strategy and goals with the Delivery Leadership team, ensuring they understand how best to support the customer in meeting these, in line with our contractual commitments; 
•    Taking all opportunities to grow both the Contractual and Professional Service by: 
-    Being fully engaged in ONE Strategy so knowing key customer focus areas; 
-    Understanding the customer requirements and objectives; 
-    Converting this understanding into opportunities; 
•    Taking necessary action, or escalating, where obligations are not being met by us or the customer; 
•    Tracking and managing Contractual Risk Register, including timely communication of risk positions to customer, escalating as required; 
•    Delivering as minimum to the agreed Contractual Services and Professional Services baseline performance; 
•    Ensuring that we deliver no less than the “as sold” value for each contractual service and professional services project; 
•    Management of the financial process including all aspects of the P&L.


Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.


However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.


That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.


We are still looking forward to getting to know you!


About us

Computacenter is a leading independent provider of IT infrastructure services, with about 16,000 employees worldwide and a global revenue of £5.05 billion (2019). 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.

Apply now »