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Operations Manager

Operations Manager (Vitoria)

 

 This vacancy is a great chance to grow at Computacenter with OM Development Opportunity. This is a 12-month development opportunity, with the possibility of extension or consolidation.

 

What?

  • Closely follow the day-to-day service delivery for the customer, acts as a contact for escalations or problem solving related to the service or /and the team
  • Manage SLA and KPIs for delivered services. Responsible for compliance with Service Level Agreements.
  • Create content accurate service reports and management reports. Use all CC tools that are relevant for your role.
  • Define and implement service process adjustments in the incident, change, problem and escalation process in close cooperation with Service/Delivery Management.
  • Own service review meetings with service management and the customer or ensures regular participation in these meetings.
  • Ensure customer satisfaction through effective communication. You will be responsible for tracking all agreements made with Service/Delivery Management and / or customer.
  • Support assigned operation coordinators in establishing and defining best practices. Drive team members development activities
  • Develop, document and introduce service agreements with the customer, 
  • Identify business opportunities with Service/Delvery Management and the customer.
  • Support that all billing and invoicing is done on time based on time and material
  • This position reports to the GOF Director Delivery

 

How?

  • Deliver service through a high performing team.
  • Leadership and performance management of all direct reports.
  • Ensure service obligations are met (evidenced by hitting SLA targets and good customer feedback).
  • Ensure that efficiency and productivity targets are met.
  • Ensure that performance statistics and reporting is provided to the customer.
  • Ensure and act on an agreed escalation process for services issues.
  • Attend regular service reviews held with customers and build strong productive working relationships with them.
  • Ensure that service quality measurement is in place.
  • Ensure that a continual improvement process is in operation.
  • Ensure the promotion of sharing resource and knowledge.
  • Effective P&L management - evidenced by achievement or exceeding plans and accurate forecasting.
  • Support service and account principal in renewals and extensions management.

 

Who?

 

  • You are fluent in Spanish and English (German is a plus)
  • You show passion for service delivery in a modern industrial environment
  • You have proven work experience in Service Delivery in an international organization
  • You manage and inspire the customer with your proven work experience
  • You have in-depth knowledge of performance metrics (SLA, OLA, etc.)
  • You communicate open, transparent “on eye-level” and show a servant leader attitude
  • You demonstrate decision-making skills in an ever-changing environment
  • You are the lighthouse for your team and the customer
  • You have excellent administrative skills and ability to analyses data and produce data driven actions
  • You are willing to occasionally travel within EMEA



Skills & Behaviours

  • Good verbal and written communication skills
  • Good influencing skills
  • Ability to work under pressure/in a pressurised environment
  • Excellent decision making / problem solving skills
  • Professional approach
  • Ability to implement and manage change
  • Good commercial awareness
  • Good understanding of P&Ls

 

 

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.
#winningtogether

Apply now »