Senior Service Support Specialist

About the role
The Senior Service Support Specialist is responsible for all aspects of contract administration and controlling, customer invoicing and crediting, cross charge management in compliance with Computacenter’s systems, commercial policies, and processes within the defined service levels. 

What you'll be doing

• Collaborate with teams across the business to provide accurate contract administration and controlling for Computacenter’s customers.
• Embrace and support Computacenter’s mission and company objectives that are consistent with Winning Together values.
• Self-reliant contract design and contract change management, including maintenance of the key performance indicator (KPI) criteria for Work Breakdown Structures (WBS), invoicing plans, Vendors, and technical structure of projects within the Computacenter systems.
• Contract creation and maintenance of all relevant contract requirements, including handling of all intercompany requests via the Computacenter systems.
• Provide subject matter expertise knowledge of intercompany policies, billing, controlling and administration.
• Preparation and control of all intercompany documentation and billing including timesheet recording in Computacenter’s systems of new times after booking closure.
• Document check as basis of billing (customer contracts, orders etc.) plan.
• Acts as a role model to Support Services Specialists, providing coaching, guidance, and support.
• Invoicing in the Computacenter system, shipping, filing and management of contract documents (contracts, orders, acceptance of services rendered, requests and emails). 
• Responsible for the deferral process, and accruals corresponding to the rules of the services booking, maintenance of the credit notes process and system.
• Support service review and analysis of contract profitability.
• Analysis, evaluation, and interpretation of deviations between plan and actual margin 
• Partner with Finance, Resource Operations, Contract Management and Service Management for service reviews.
• Support initiatives/projects including process improvement, documentation, and training. 
• Provide support for defined performance certificates or for specific customer needs (billing, budget controlling, proof of performance) 
• Play a pivotal role in ensuring customer satisfaction.
• Document processes and procedures specific to the tools and systems that are supported by the US GSBO team.
• Continue to seek opportunities to increase productivity and improve processes.

What you have

• Legally eligible to work in the United States.
• Degree level or equivalent in work experience 
• 2+ years’ experience with IT and services delivery methodologies.
• Customer service experience
• Commercially understanding
• Able to engage and interact effectively with people from many different teams and organizations and maintain these relationships.
• Demonstrates experience as a role model and subject matter expert 
• Strong business knowledge and customer orientation, ability to understand client requirements and engage with cross-functional teams for service contract administration and controlling solutions.
• Integrity
• Highly motivated, self-organized/able to prioritize workload.
• Excellent customer service and process management skills.
• Good analytic and problem-solving skills.
• Demonstrable ability to provide input into commercial reports/presentations and documents. 
• Strong interpersonal and communication skills
• Attention to detail
• Capacity for teamwork
• Ability to document processes and procedures.
• Excellent time management, organizational, and follow-up skills.
• Ability to handle a very demanding work environment with changing priorities.

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 San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us