Service Manager 2

Computacenter; Indianapolis (IN); On-site; USD 90,000 - 130,000; Full time

Job summary

Computacenter is seeking a senior leader to drive IT service delivery and organizational performance in the US. You will own milestones, budgets, and team development while partnering with senior leaders to align services with Winning Together values.

You will coach a diverse team, implement performance management, and act as escalation point for complex issues. Strong communication and strategic vision are essential to grow the business while maintaining service excellence.

Qualifications

• Advanced degree or equivalent and proven track record in a senior role.
• Strong leadership, budget, and stakeholder management capabilities.
• Excellent communication and strategic planning skills.

Responsibilities

• Partner with business leaders to deliver services aligned with company objectives.
• Provide high-level consultancy within the specialist area to peers and leaders.
• Manage and implement projects relevant to the specialist area.
• Develop and coach a team, implement performance management.
• Set team milestones and drive delivery of function targets.
• Evaluate situations, issues, and opportunities; escalate when needed.
• Serve as escalation point for complex issues and support team members.
• Maintain confidentiality in all business-related matters.
• Foster relationships with senior management to build customer trust.
• Manage budget and P&L to stay within budget constraints.
• Adopt Computacenter best practices and service offerings consistently.
• Make decisions affecting project success, deadlines, and budgets.
• Comply with Information Security Policies and report risks.
• Support Computacenter's mission and core values.

Skills

Leadership

Budgeting

Stakeholder mgmt

Communication

Strategic planning

Education

Advanced degree or equivalent

Tools

Windows/Office

Job description

About the role

Roles at this level will be fully accountable for their own work, establish their own milestones, team objectives, and will delegate assignments.

What you'll be doing

• Partners with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
• Provide high-level consultancy role within the specialist area to peer group, customers, and if applicable direct reports.
• Manage and implement projects relevant to the specialist area
• Manages develops and coaches a team of staff and implements performance management solutions where required
• Develop and motivate the team to help ensure the delivery of function and business targets.
• Assess situations, issues, and opportunities and escape when appropriate.
• Acting as a point of escalation on complex issues and providing appropriate support to other team members
• Maintain confidentiality in all business-related matters.
• Liaise with colleagues to ensure best practice and continual improvement in the delivery of service to the business.
• Establishes productive relationships and networks at the Senior Management level to build and maintain customer relationships
• Responsible for managing budget/ P&L to maintain spend in line with budgetary limitations
• Responsible for the adoption of CC best practices and service offerings to ensure consistency of service.
• Makes decisions which impact on the success of assigned projects i.e. results, deadlines and budget.
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organization
• Embrace and support Computacenter's mission and core values.

What you have

• Legally eligible to work in the United States.
• Advanced academic background, preferably to good degree level or equivalent
• Proven track record of work experience in a challenging commercial environment
• Proven commercial acumen
• Good working knowledge of relevant functional systems
• Experience in dealing with and influencing multi-tier management
• Experience of developing best practice policies and procedures for functional area
• Working knowledge of Windows computers, essential programs, and performance metrics applications.
• Demonstrated ability to work solo as well as being a strong leader, overseeing an entire department
• Contribute to business strategy in order to help grow and develop the business
• Service Level Agreement (SLA) knowledge to guarantee proper and professional support parameters.
• Set reportable metrics to measure and maintain the performance and health of the company's service department.
• Taking ownership of queries and managing through to a prompt resolution
• Report the monthly Risk Impact Assessments (RIA) including their effects and the scope of the report.
• Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions.

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 21,000 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