Senior Service Manager

Computacenter; London; Hybrid; GBP 75,000 - 90,000; Full time

Job summary

A leading IT services provider is seeking a Senior Managed Services Manager in London to oversee high-value service accounts. The role entails leading teams, managing contracts, and enhancing customer experiences. Strong leadership and commercial management skills are essential, alongside a focus on client strategy and relationship-building. The position offers hybrid working with frequent travel, contributing to the company’s digital transformation efforts.

Qualifications

• Proven experience in customer aligned service management within IT services.
• Must have experience in leading teams.
• Strong understanding of industry trends and customer objectives.
• Experience managing P&L and contracts is essential.

Responsibilities

• Lead and manage Services teams for customer outcomes.
• Cultivate relationships with key stakeholders.
• Drive growth in Contractual and Professional Services.
• Manage service improvement plans and customer experience.
• Ensure contractual obligations and commercial performance.

Skills

Customer strategy understanding

Team leadership

Commercial acumen

Communication skills

Relationship-building

Strategic growth management

Job description

Location: UK - London | Job-ID: 214293 | Contract type: | Business Unit: Customer Success & Service Delivery

Life on the team

Are you passionate about delivering exceptional IT services and building strong client relationships? At Computacenter, we’re looking for a Senior Managed Services Manager to lead the delivery of high-value managed service accounts. You’ll be the strategic interface between our clients and delivery teams, ensuring outstanding service performance, commercial success, and long-term growth.

What you’ll do

In a nutshell, you will be accountable for high value and complex IT Managed Services accounts.

As a main point of contact for the customer(s), you’ll cultivate and own key stakeholder relationships and be responsible for the account performance, P&L, contract compliance and risk, strategy alignment between the customer and Computacenter.

You'll provide leadership and management of the customer team, ensuring Services, Sales and Delivery are aligned and focussed on the right customer outcomes, under a joined-up Account Plan.

Together with the Sales team, you will drive growth in the Contractual and Professional Services space delivered by understanding the customer’s objectives and challenges, and how to convert these into opportunities for Computacenter.

This looks like:

• Leadership & Management: Lead and manage the Services teams, ensuring alignment with customer outcomes. Work closely with Delivery Leadership to ensure consistent and high-quality service delivery.
• Stakeholder Relationships: Cultivate and manage key stakeholder relationships with customers, focusing on services delivered and identifying growth opportunities.
• Growth & Strategy: Drive growth in Contractual and Professional Services by understanding customer objectives and challenges, converting them into opportunities for Computacenter.
• Collaboration: Actively drive a One Team approach and Account Plan generation and delivery. Collaborate with Sales and Delivery teams to manage relationships, opportunities, and in-life management of change.
• Customer Experience: Manage the services improvement plan, focusing on the 'in life' transformation of service, contract, commercial, and technical outcomes. Drive initiatives to enhance customer experience.
• Contract & Commercial Management: Ensure contractual obligations are met, manage commercial performance, and oversee all aspects of the P&L. Track and manage commercial risks and obligations.
• Professional Services: Involved 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

• Experience of working in a customer aligned service management role within the IT services industry.
• Experience of leading a team.
• Strong understanding of customer strategy, industry trends, and business objectives.
• Commercial acumen with strong experience managing P&L and contract performance.
• Excellent communication and relationship-building skills.
• Ability to drive strategic growth and manage complex service portfolios.
• Collaborative mindset with a focus on team success and customer satisfaction.
• Active interest in personal and team development.

Additional information

Country: UK

Location: Hybrid with frequent travel to Norwich

Hours: 37.5

Role Type: Permanent

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.