Service Manager

 Location: UK - London | Job-ID: 215797 | Contract type: Standard | Business Unit: Customer Success & Service Delivery

Life on the team

As a Service Management team, we are accountable for all services delivered to our customers, including managed services contracts and professional services engagements. 

Our core focus is on delivering our promises and delighting customers through service innovation and change, leading our teams to help customers achieve their objectives. We take responsibility for all commercial aspects of our service engagements, ensuring contractual ownership, fulfilment of commitments, and driving service evolution and expansion to meet the changing needs of our customers. 

By leading all service teams, we ensure services are delivered in line with agreed customer outcomes, while fostering senior relationships to enhance performance and satisfaction, optimising the benefits of our partnership with Computacenter. 

We help our customers prepare for future endeavours and technology trends by sharing best practices, references, and advisory services. 

Our team defines and owns joint customer service strategies, focusing on improvements, enhancements, and efficiencies in our services. We also act as the focal point for contractual clarification, amendments, and further development of contracts, maintaining ownership of commercial aspects from transition and transformation through to in-life invoicing.

What you’ll do

• Service Delivery: Work closely with the Delivery Leadership team to manage the delivery of services to ensure they meet or exceed customer expectations.
• Team Leadership: Lead and motivate a team of service professionals through matrix management, providing guidance and support to achieve high performance.
• Customer Relationship Management: Build and maintain strong relationships with key customer stakeholders, acting as the primary point of contact.
• Issue Resolution: Proactively identify and resolve service-related issues, ensuring minimal disruption to the customer.
• Performance Monitoring: Monitor service performance against agreed SLAs and KPIs, implementing improvements where necessary.
• Reporting: Provide regular reports on service performance, issues, and improvements to senior management and customers.
• Continuous Improvement: Drive continuous improvement initiatives to enhance service quality and efficiency.
• Compliance: Ensure all services are delivered in compliance with relevant regulations and standards.
• Collaboration: Work closely with other departments to ensure a seamless service delivery experience for customers.
• Contract & Commercial Management: Ensure contractual obligations are met, manage commercial performance, and oversee the financial aspects of the P&L. Track and manage commercial risks and obligations.
• Professional Services: Involve in pre-sales to ensure project success, oversee project delivery, and adhere to governance processes.
• Innovation & Development: Stay updated with industry developments, new technologies, and Computacenter solutions. Promote diversity and inclusion within the team.

What you’ll need

• A proven background in service management, ideally within a managed or centralised services environment.
• Experience with device-as-a-service, lease management, or similar operational models is highly desirable.
• Ability to support and motivate a diverse team, with a collaborative approach.
• Strong relationship-building skills and a proactive approach to customer engagement.
• Ability to manage complex transitions and resolve issues efficiently.
• Excellent verbal and written communication skills.
• Willingness to travel (primarily Cambridge and Macclesfield).
• Ambition to develop in your role and take on new challenges.

Additional information

Country: UK

Location:  London (must be flexible to travel)

Hours: 37.5

Role Type: Permanent  

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

Our business may be about technology, but first of all it’s about people

With over 20,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.

As an equal opportunities employer, we’re committed to ensuring fair and equal access to opportunities for all. Your application will be considered on its merits, regardless of your age, disability, ethnicity, gender identity, or any other characteristics protected by law. What matters most to us is that you share our vision and values, and bring the experience and skills we’re looking for.

We are proud to be a Disability Confident Employer. We welcome applications from disabled people and accept applications in alternative formats. We also guarantee to interview applicants who have a disability.

If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!