Service Manager 2

Computacenter; Whippany (NJ); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) plan

Job summary

Computacenter is seeking a Service Manager in the US to lead service delivery and drive customer success across assigned accounts. You will advise customers and internal teams, manage projects, coach teams, and ensure SLAs and KPIs are met while promoting continual improvement and value realization.

You will partner with Sales, Account Management, and Delivery teams to align service delivery with business objectives, manage budgets, and support growth initiatives.

Qualifications

• Legally eligible to work in the United States.
• Experience managing budgets and P&L responsibilities.
• Experience managing SLAs, KPIs, operational metrics, performance reporting, and service governance.
• Proven experience influencing and working with multi-level stakeholders, including senior leadership and executive teams.
• Demonstrated success in a challenging commercial environment.
• Strong commercial acumen with an understanding of business, financial, and customer drivers.
• Experience developing and implementing operational best practices, policies, and procedures.
• Good understanding of service management methodologies and supporting business systems.
• Ability to work independently while leading teams and departmental objectives.
• Strong customer service orientation with a demonstrated commitment to customer success.

Responsibilities

• Lead service delivery leadership and partner with business leaders to deliver aligned services.
• Provide high-level consultancy within the specialist area to peers, customers, and direct reports.
• Manage and implement projects relevant to the specialist area.
• Lead, develop, coach, and motivate a team while implementing performance management solutions.
• Ensure delivery of targets through effective leadership and resource management.
• Act as escalation point for complex service issues and provide guidance.
• Maintain confidentiality in sensitive business-related matters.
• Promote best practices, service consistency, and continual improvement.
• Drive customer success through proactive engagement and risk mitigation.

Skills

Budget management

P&L management

Stakeholder management

Leadership

ServiceNow experience

ITIL certification

Education

Bachelor's degree in a relevant field

Tools

ServiceNow

Job description

Roles at this level are fully accountable for their own work, establish milestones and team objectives, and delegate assignments as appropriate. Service Managers provide leadership, operational oversight, commercial accountability, and strategic guidance to ensure successful service delivery, customer satisfaction, business growth, and achievement of organizational objectives.

The Service Manager serves as a trusted advisor to customers and internal stakeholders, ensuring service excellence while partnering with Sales, Account Management, and Delivery teams to drive customer success, account retention, and long-term growth.

What You’ll Be Doing

Service Delivery Leadership

• Partner with business leaders to deliver services that support company objectives and align with Computacenter's Winning Together values.
• Provide high-level consultancy within the specialist area to peers, customers, and direct reports as applicable.
• Manage and implement projects relevant to the specialist area.
• Lead, develop, coach, and motivate a team while implementing performance management solutions where required.
• Ensure delivery of functional and business targets through effective leadership and resource management of internal service providers.
• Assess situations, issues, and opportunities and escalate when appropriate.
• Act as an escalation point for complex service issues and provide guidance and support to team members.
• Take ownership of customer and business queries through prompt resolution.
• Maintain confidentiality in all with sensitive business-related matters.
• Liaise with colleagues to promote best practices, service consistency, and continual improvement.
• Support the adoption of Computacenter best practices, standards, and service offerings across assigned accounts and services.
• Make decisions impacting project outcomes, including results, deadlines, budgets, service quality, customer satisfaction, and business performance.

Customer Success & Executive Relationship Management

• Develop and maintain trusted relationships with customer stakeholders, including Senior Directors, Vice Presidents, and Executive Leadership.
• Serve as a strategic advisor to customers by aligning service delivery with business objectives and desired business outcomes.
• Lead executive governance reviews, service reviews, operational reviews, and strategic planning sessions.
• Establish productive relationships and networks with senior management and customer leadership teams.
• Drive customer satisfaction, retention, and long-term customer success through proactive engagement and continuous service improvement initiatives.
• Proactively identify customer risks, service concerns, emerging requirements, and growth opportunities, developing actionable plans to address them.
• Serve as the senior escalation and relationship management point of contact for business‑critical customer matters.
• Advocate for the customer while balancing business objectives and commercial priorities.
• Drive a customer‑centric culture focused on value realization, innovation, service excellence, and measurable business outcomes.

Commercial & Business Growth

• Partner closely with Sales, Account Management, Service Management, and Delivery teams to support strategic account plans and growth initiatives.
• Identify, qualify, and help develop opportunities for organic growth, service expansion, and adoption of additional Computacenter capabilities and solutions.
• Support commercial discussions, account reviews, contract renewals, service enhancements, and business case development.
• Collaborate with account teams to develop customer roadmaps aligned with business priorities, transformation initiatives, and future service needs.
• Contribute to revenue growth, profitability, and long‑term account development through strong customer engagement and solution advocacy.
• Contribute to business strategy and initiatives that support organizational growth and development.
• Manage budgets and P&L responsibilities, ensuring expenditures remain within approved limits while supporting profitability objectives.
• Monitor and report on service performance through SLAs, KPIs, customer satisfaction metrics, and operational reporting.
• Establish, track, and communicate measurable service metrics to ensure health and performance of supported services.
• Prepare and report monthly Risk Impact Assessments (RIAs), including assessment of impact, scope, and mitigation actions.
• Drive continual service improvement initiatives that enhance service quality, efficiency, customer experience, and business value.
• Champion adoption of new technologies, automation, AI-driven capabilities, and service enhancements that improve customer experience and operational effectiveness.
• Drive innovation initiatives that support digital transformation objectives for both customers and Computacenter.
• Promote a culture of continuous improvement, accountability, collaboration, and customer focus.

Compliance & Security

• Act in accordance with Computacenter Information Security Policies and report any actual or potential security incidents or risks.
• Ensure compliance with organizational policies, contractual obligations, and regulatory requirements.
• Embrace and support Computacenter's mission, values, and culture.

What you have

• Legally eligible to work in the United States.
• Experience managing budgets and P&L responsibilities.
• Experience managing SLAs, KPIs, operational metrics, performance reporting, and service governance.
• Proven experience influencing and working with multi-level stakeholders, including senior leadership and executive teams.
• Demonstrated success in a challenging commercial environment.
• Strong commercial acumen with an understanding of business, financial, and customer drivers.
• Experience developing and implementing operational best practices, policies, and procedures.
• Good understanding of service management methodologies and supporting business systems.
• Ability to work independently while leading teams and departmental objectives.
• Strong customer service orientation with a demonstrated commitment to customer success.
• Experience preparing and reporting monthly Risk Impact Assessments (RIAs).
• Excellent written, verbal, presentation, and customer-facing communication skills.
• Ability to manage competing priorities while maintaining high levels of quality and customer satisfaction.
• Working knowledge of Windows‑based environments, business applications, and performance management tools.

Customer & Business Leadership Experience

• Demonstrated success building and maintaining executive‑level customer relationships.
• Experience leading customer governance meetings, strategic reviews, and executive‑level business discussions.
• Proven ability to identify and develop organic growth opportunities within existing customer accounts.
• Experience partnering with Sales and Account Management teams to support renewals, service expansion, and business growth initiatives.
• Strong customer success mindset focused on customer outcomes, retention, and long‑term partnership development.
• Advanced academic background, degree‑level education, or equivalent experience.
• ServiceNow experience.
• ITIL certification or equivalent service management qualifications.
• Experience managing large enterprise customer relationships.
• Experience leading geographically distributed teams.
• Demonstrated success driving operational improvements, customer success initiatives, and business growth programs.

Success Measures

• Success in this role is demonstrated through:
• Achievement of customer satisfaction and retention objectives.
• Delivery of contractual obligations and service commitments.
• Achievement of SLA, KPI, financial, and operational targets.
• Effective management of customer relationships and executive stakeholder engagement.
• Identification and realization of organic growth opportunities.
• Successful execution of transformation, innovation, and continual improvement initiatives.
• Positive team engagement, development, and performance outcomes.
• Strong risk management, compliance, and governance practices.

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