Service Manager

Computacenter; East Midlands; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading technology services provider in Derby is seeking a Service Manager to oversee project delivery and support customer relationships. The role includes managing service delivery, leading a team, and ensuring compliance with contractual obligations. Ideal candidates will have experience in service management and device-as-a-service models. Opportunities for growth and a collaborative environment are offered.

Qualifications

• Proven background in service management in a centralized services environment.
• Experience with device-as-a-service and lease management.
• Strong relationship-building and communication skills.

Responsibilities

• Manage delivery of services to meet customer expectations.
• Lead and motivate a team of service professionals.
• Build and maintain strong customer relationships.
• Monitor service performance against SLAs and KPIs.
• Drive continuous improvement initiatives.

Skills

Service Management

Team Leadership

Customer Relationship Management

Problem Solving

Performance Monitoring

Education

Eligibility for Government SC clearance

Job description

Overview

Location: UK - Cust Site - Derby | Job-ID: 215549 | Contract type: Standard | Business Unit: Customer Success & Service Delivery

Life on the team

You’ll play a pivotal role in supporting project delivery and leading the transition into service for a major customer. This is a multifaceted opportunity, combining traditional service management with hands-on involvement in device-as-a-service and asset management initiatives. You’ll work closely with a team of Service Managers and will report to the Senior Service Manager.

This role offers significant scope for growth and progression, ideal for an all-rounder with aspirations to develop and take on greater responsibility. You’ll be joining at a time of change, with opportunities to shape the future of service management of the account and enablement of new solutions at our integration centre.

What you\'ll do

Service Management Responsibilities

• Service Delivery: Manage the delivery of services to ensure they 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.
• Contract & Commercial Management: Ensure contractual obligations are met, manage commercial performance, and oversee the financial aspects of the P&L. Track and manage commercial risks and obligations.
• Professional Services: Involve 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.

Additional Responsibilities

• Oversee the management of legacy Device-as-a-Service (DaaS) across over 20,000 devices, ensuring commercial and contractual obligations are met.
• Support projects such as device refresh programme, including software rollouts and hardware vendor transition.
• Manage lease returns, asset control (stock, disposal, new, project), and build transitions including BIOS and driver updates.
• Enable centralised build services in our integration centre to increase service levels and reduce operational costs.
• Liaise with vendors and internal teams to support technical enablement and service delivery.
• Take ownership of DaaS contract obligations.

What you\'ll need

• Either current Government SC clearance or be eligible for it and willing to undertake.
• A proven background in service management, ideally within a managed or centralised services environment.
• Experience with device-as-a-service, lease management, or similar operational models is highly desirable.
• Ability to support and motivate a diverse team, with a collaborative approach.
• Strong relationship-building skills and a proactive approach to customer engagement.
• Ability to manage complex transitions and resolve issues efficiently.
• Excellent verbal and written communication skills.
• Willingness to travel (primarily Derby, with occasional trips to London and Hatfield).
• Ambition to develop in your role and take on new challenges.

Additional information

Country: UK

Location: Derby (3 days/week), with flexibility and occasional travel to London and Hatfield

Hours: 37.5

Role Type: Permanent

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

Our business may be about technology, but first of all it’s about people

With over 20,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.

As an equal opportunities employer, we’re committed to ensuring fair and equal access to opportunities for all. Your application will be considered on its merits, regardless of your age, disability, ethnicity, gender identity, or any other characteristics protected by law. What matters most to us is that you share our vision and values, and bring the experience and skills we’re looking for.

We are proud to be a Disability Confident Employer. We welcome applications from disabled people and accept applications in alternative formats. We also guarantee to interview applicants who have a disability.

If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!