Service Manager

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.

• 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.

• 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.