Service Manager 2

Computacenter (UK) Ltd; Indianapolis (IN); On-site; USD 110,000 - 160,000; Full time

Job summary

Computacenter (UK) Ltd is seeking a senior service leader who will be accountable for their own work, milestones, and team objectives. You will partner with business leaders to deliver services aligned with Winning Together values and manage multi-tier teams.

You will also oversee projects, coach staff, drive performance targets, and handle complex escalations while maintaining confidentiality and robust relationships at the senior level.

Qualifications

• 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.

Responsibilities

• 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 elevate 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.

Skills

Leadership

Communication

Commercial acumen

Team coaching

Education

Advanced degree or equivalent

Tools

Windows

Performance metrics tools

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 elevate 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.