Strategic Service Manager: Executive Relationships & Growth

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

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.