Operations Coordinator

About the role

As an Operations Coordinator, you will be responsible for managing colleagues in the service at an incident (ticket) and request (task) level in a contractual services deal (e.g. arranging appointments with users, ensuring optimal workload). Your region of coverage will be within specific geographic boundaries. You will work within the boundaries of a jointly agreed RACI-Matrix, including any account(s) specific areas. A RACI-matrix will be delivered as part of the Transition Program and agreed jointly between Field & Lifecycle Services and Delivery leadership, and where required Group Technology Sourcing.

You will operate in a Matrix Managed structure, including the following:

• Where allocated, you will work in collaboration with, and in support of a Field & Lifecycle Services, Operations Lead(s), who is accountable for the end-to-end operational delivery outcome for your account(s)
• Where necessary, you will also work in collaboration with, all in-scope Delivery Engines within Field & Lifecycles, where you are dependent on any service outcomes, to maintain compliancy, and assure in-Life Change
• Additionally, you may also be required to work in collaboration with any Delivery Lead, assigned to your account(s).

What you'll be doing

You will coordinate day-to-day delivery of all in-scope Operational & Field Services, operational services, as agreed between the Operational & Field Services organization, and the Field & Lifecycle Services, Operations Lead during the Transition Program:

Operational Delivery

• Operational control of on-site service personnel at ticket/request level, e.g. arranging appointments with users, ensuring optimum capacity utilization.
• You will prepare, validate, and deliver in-scope management reports, providing relevant updates, findings, and recommendations to the Field & Lifecycle Services, and Operations Lead.
• You will, where required, represent Field & Lifecycle Services, and participate in local or regional Service reviews alongside Delivery Leadership.
• You will contribute data to in-scope reports for operational purposes to your Operational Delivery Manager to steer and manage the day-to-day delivery of operations.
• You will operate as part of a collective Operational Coordinator community, providing knowledge, lessons learned and support to all other Operational Coordinators, as part of your account(s) within your region of coverage.
• You will operate upon your own initiative, where necessary and be required to maintain a compliant operational delivery outcome within your Region of coverage.
• You will collaboratively engage, and escalate as necessary, with all supporting teams across Field & Lifecycle Services as agreed, and reflected in appropriate document management systems, as agreed with the Operational & Field Services organization during the Transition Program to ensure operational delivery is achieved.

Customer Management

• Provides ideas for improving day-to-day business. 
• Implements operational measures to increase customer satisfaction.
• Receives, processes and responds to customer complaints in accordance with defined complaints management.
• Initiates improvement measures.

Service Management (Operational)

• Operational control and quality assurance of assignments (incidents & requests)   
• Ensure the following aspects of service delivery: Adherence to contractual and process specifications (scope of services, service level, processes, SOPs)
• Complete and timely recording of special services, Correct and timely maintenance of ticket and asset data 
• Warehouse management for all onsite warehouses (incl. reporting of stock changes, access controls, coordination of acceptance of Deliveries, ...) 
• Control and management of all rooms and spaces used on site by CC  
• Identify and implement optimization potential at operational level regarding efficiency and effectiveness (ticket/request level) 
• Identification of necessary changes to SOPs/procedural instructions, implementation of modified SOPs/procedural instructions  
• Deployment planning (creation of resource, deployment and shift plans, substitution, and holiday planning)  
• Recording and forwarding escalations to the customer  
• Identify risks in service delivery at operational level, assess them technically and pass on information

Relationship Management

• Own role in the deal-specific governance model (role, communication, and reporting structure).
• Establishing and maintaining a partnership relationship with all relevant levels and interfaces (ISP, external partners, customer) according to the governance model.
• Checks the performance of the delivery networks (external partners, ISP) regularly based on ticket/requests and initiates measures for improvement if/when necessary. 

People Management (Operational)

• Maintain operational control of internal and external employees as well as control of Internal Service Provider (ISP).
• Integration of new employees into a new or existing operational situation.
• Communication of procedural instructions to the assigned support teams.
• Customer-specific qualification of support team employees (customer specifics, contract scope, processes, SOPs) - Supports the ISPs in the personnel development process Matrix & / Relationship Management.
• Perform own role within the deal-specific governance model (role, communication, and reporting structure).
• Establish and maintain a partnership relationship with all relevant levels and interfaces (ISP, external partners, client) according to the governance model
• Regularly checks the performance of the delivery networks (external partners, ISP) based on tickets/requests and initiates measures for improvement if necessary.  
• This role won’t include any performance management of resources.

Business Management

• Where appropriate, you may be required to support the account(s) development in conjunction with Operational & Field Services, the Field & Lifecycle Services, Operations Lead and Delivery Leadership.
• You will make sure that the team(s) you lead, both directly and virtually, clearly understand the account(s) Contractual obligations, customer(s) priorities and their role within.

Contract Management

• While you won’t have contract management responsibility, you will understand your contractual responsibilities within our contract for your assigned account(s), where you are able to explain, to an appropriate level of detail using the available Contract summary, the Services and obligations specific to your role within Operational & Field Services.
• You will identify and highlight any potential impacts to the Services you are responsible for, to ensure compliance and raise any concerns in this area to your Operational Delivery Manager. 

General Management & Leadership

• You will be engaged and share ideas with colleagues within your team, across the account, the wider Field & Lifecycle Services, Leadership team and Group, Delivery.
• You may identify, or contribute to initiatives that improve Field & Lifecycle Services outside of your assigned account(s).
• You will identify improvements to the in-scope Services for your assigned account(s), and for Computacenter.

What you have

• Legally eligible to work in Canada.
• You will have operational and management experience and knowledge.
• You will be able to communicate to appropriate levels.
• You will be able to articulate, to the appropriate level of detail, three core Computacenter principles, Know Your Company; Know Your Customer; Know Your Contract.
• Ability to perform very well even under high pressure. 
• Appropriate, professional appearance and appearance.
• Ability to build and maintain good relationships with relevant levels of the client/team. 
• Good communication skills.
• High degree of independence and organizational skills.
• High degree of independent work, commitment and ability to work under pressure.
• Good decision-making and problem-solving skills.
• At least 2 years of professional experience / entry level for employees with professional experience in the respective field.
• Resource planning and operational control of the on-site support personnel.
• ITIL Foundation Certification preferred.
• Fluent in English.

What you can expect

There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.

About us

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 20,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in Ontario and Toronto. www.computacenter.com/us