Senior Operations Lead: Service Delivery & Excellence

Computacenter AG & Co. oHG; Greenville (TX); On-site; USD 67,000 - 94,000; Full time

Job summary

Computacenter AG & Co. oHG in the United States seeks a Senior Operations Coordinator to manage colleagues in service delivery across work packages, ensuring timely, quality service delivery and escalation handling.

You will be the first point of contact for technical content for onsite personnel and customers, support root-cause analysis, drive continuous improvements, and manage complaints with urgency.

Qualifications

• Legally eligible to work in the United States.
• At least 2 years of professional experience / entry level for employees with professional experience in the respective field
• Operational management experience and knowledge
• Operational management of internal and external employees as well as management of Internal Service Provider (ISP)
• ITIL Foundation Certification
• Ability to communicate to appropriate levels
• Ability to articulate key Computacenter principles (Know Your Company; Know Your Customer; Know Your Contract)
• Ability to lead a support team under pressure
• Professional appearance and communication with client/team

Responsibilities

• Manage employees and teams at a work package level in a Contractual Services deal.
• Serve as the first point of contact for technical content for onsite service personnel and customers.
• Support responsible teams in case of technical problems, including root-cause analysis.
• Provide continuous improvement suggestions at an operational level.
• Assess and forward customer complaints or risks with urgency.
• Oversee service governance and ensure contract scope, SLAs, and SOPs are followed.
• Ensure staffing aligns with SLA-compliant and efficient service delivery.

Skills

Leadership

Communication

Problem-solving

Independent work

Organizational skills

Operating under pressure

Relationship management

Change management

Education

ITIL Foundation Certification

Job description

Computacenter AG & Co. oHG in the United States seeks a Senior Operations Coordinator to manage colleagues in service delivery across work packages, ensuring timely, quality service delivery and escalation handling.

You will be the first point of contact for technical content for onsite personnel and customers, support root-cause analysis, drive continuous improvements, and manage complaints with urgency.