Service Manager

Location: UK - London, UK - Birmingham, UK - Hatfield, UK - Milton Keynes, UK - Reading | Job-ID: 208356 | Contract type: Standard | Business Unit: Customer Success & Service Delivery

Life on the team
 
As Service Manager you will be responsible for Project Portfolio Management services for one of our global banking customers. 
Within this area of responsibility, you will contribute to an effective governance model to manage the teams and partners who deliver these services, 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.  You’ll make sure 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, reporting to a Senior Service Manager. In this role you’ll have clear ownership of the Portfolio Management service as well as being expected to support the team with broader account initiatives. You will oversee a small team of Project resources, i.e. Project Coordinators, Project Managers and in addition form part of a wider community of Service Managers where you will have the opportunity to actively contribute to wider in-country Services initiatives.
 
What you’ll do
 

• You’ll manage your services to make sure that we deliver what we’ve promised to our customers and our own organisation.
• You’ll identify and manage service improvements where necessary to improve the quality, efficiency, or effectiveness of our services, react to issues or better align our services to our customers’ needs.
• You’ll measure performance of your services overall, and our internal delivery organisation and partners.  You’ll implement positive recognition, and interventions where improvements are necessary.
• Identify risks in service delivery, assess commercial implications and take measures to eliminate risk or avoid risks.
• You’ll understand the role that your services perform in the customers’ business.
• You’ll use your contacts and insight to identify new ways in which Computacenter can add value to our customers.
• You’ll demonstrate awareness of relevant project management approaches and make sure that changes to our services go into life successfully.
• You’ll have the chance to input into account strategy in conjunction with the Senior Service Manager / Service Director.
• You’ll make sure that the teams you lead understand the account strategy, customer priorities and their role within both.
• You will have responsibility for the financial performance of your assigned services.  You’ll contribute to accurate forecasting and cost management.
• You will be the primary interface to one or more stakeholders within the customer organisation.  You’ll ensure that you maintain a positive and constructive relationship to the benefit of both organisations.
• Support the people strategy for the account, including capacity and succession planning, people and capability development and talent identification and retention.
• Support the communications strategy in support of the account and employee engagement strategies.

 
What you’ll need
 

• Previous experience in IT Service Management or similar role.
• Experience in a client facing role.
• Experience in delivering change.
• Able to thrive in a fast passed role within a customer focussed environment.
• Experience of working in a high performing team.
• Able to work as part of a global team.
• Track record of continual growth.
• Previous experience of ITIL is a bonus but not essential.

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 20,000 employees worldwide. 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