Senior Service Manager

Computacenter AG & Co. oHG; Lakenheath; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading IT services company is seeking a Senior Service Manager to lead service delivery teams and ensure customer satisfaction. You will manage significant client relationships, monitor performance against SLAs, and drive continuous improvement initiatives. The ideal candidate has a strong background in service management and excellent leadership skills. This role is based in the UK and offers a dynamic work environment.

Qualifications

• Proven experience in a service management role, preferably within a Managed Services environment.
• Strong leadership skills with experience in managing and motivating teams.
• Excellent customer relationship management skills.
• Strong problem-solving skills with ability to resolve issues.
• Experience in monitoring service performance against SLAs and KPIs.
• Excellent communication skills to present complex information clearly.
• Experience in driving continuous improvement initiatives.
• Knowledge of relevant regulations and standards.
• Ability to work collaboratively with departments and stakeholders.

Responsibilities

• Work closely with delivery team to ensure services meet/exceed customer expectations.
• Lead and motivate a team of service professionals.
• Build and maintain strong relationships with key customer stakeholders.
• Identify and resolve service-related issues proactively.
• Monitor service performance against agreed SLAs and KPIs.
• Provide regular reports on service performance and improvements.
• Drive continuous improvement initiatives for service quality.
• Ensure compliance with relevant regulations and standards.
• Work closely with other departments for seamless service delivery.

Skills

Service Management

Leadership

Customer Focus

Problem-Solving

Performance Management

Communication

Continuous Improvement

Compliance

Collaboration

Job description

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Senior Service Manager

Location: UK - London, UK - Cust site - Corsham | Job-ID: 214718 | Contract type: Standard | Business Unit: Customer Success & Service Delivery

Life on the team

You’ll be a primary member of the Team for your customer(s) together with the Sales team, including Group Managed Services (GMS), Group Professional Services (PS) and Group Technology Sourcing (GTS) as required.

You’ll be Computacenter’s leading services presence for all services delivered and associated growth opportunities, managing customer engagement at a senior level in line with your Account Plan.

You’ll interface with GMS, PS, GTS, Sales, etc, to ensure that all Contractual and Professional Services, both in life and new opportunities, are delivered consistently and to the required level of quality, as per the contracted delivery and commercial outcomes.

You’ll work with GMS Delivery Leadership to ensure that their teams aligned to the account are appropriately aware of all deliverables and are kept engaged with account progress.

What you’ll do

• Service Delivery: Work closely with the delivery team to ensure services meet or exceed customer expectations.
• Team Leadership: Lead and motivate a team of service professionals, 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.

What you’ll need

• Service Management: Proven experience in a service management role, preferably within a Managed Services environment.
• Leadership: Strong leadership skills with experience in managing and motivating teams.
• Customer Focus: Excellent customer relationship management skills, with a track record of building and maintaining strong customer relationships.
• Problem-Solving: Strong problem-solving skills with the ability to proactively identify and resolve issues.
• Performance Management: Experience in monitoring and managing service performance against SLAs and KPIs.
• Communication: Excellent communication skills, both written and verbal, with the ability to present complex information clearly and concisely.
• Continuous Improvement: Experience in driving continuous improvement initiatives to enhance service quality and efficiency.
• Compliance: Knowledge of relevant regulations and standards related to service delivery.
• Collaboration: Ability to work collaboratively with other departments and stakeholders to achieve common goals.

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.