Customer Quality Manager

Location: UK
- Hatfield UK
- London Job-: 219815 Contract type: Fixed Term Contract Business Unit: Business Operations & Administration

Life on the team

The Technology Sourcing Innovation (TSI) team set the system and process vision for Computacenters product business to ensure we delight our customers effectively through proven standard services global best practise and efficient ways of working.

As a Customer Quality Manager you will be responsible for evaluating the performance and effectiveness of end-to-end operational processes that impact customer quality service delivery and cost to serve etc; using strong process and system knowledge including platforms like Salesforce and SAP to focus on measurement analysis and insight rather than owning or designing processes.

This is a 18 month fixed term contract.

What youll do

• Review customer quality data and operational performance to spot trends inefficiencies risks and improvement opportunities
• Provide objective data-driven recommendations to process owners account teams and leaders to support operational excellence customer remediation and continuous improvement
• Monitor and evaluate how end-to-end operational processes work across the full customer lifecycle
• Define and track KPIs quality measures service performance and cost-to-serve impact
• Assess process performance against customer commitments and quality standards
• Identify inefficiencies risks control gaps and performance variation
• Measure and validate improvement impact before and after changes
• Analyse customer quality data such as complaints defects rework escalations SLA breaches and feedback
• Prioritise improvement opportunities based on customer impact risk and cost using a recommendation-focused approach
• Review operational financial and customer data to identify trends and improvement opportunities
• Create dashboards and reports to support governance and decision-making
• Act as an objective advisor on process performance validating effectiveness without owning redesign or implementation

What youll need

• Bring 35 years of experience in a similar role
• Speak English fluently with German or French as a plus
• Bring experience in process measurement quality analysis or operational performance monitoring in complex cross-functional environments
• Have strong analytical skills and experience interpreting complex data to identify improvement opportunities
• Are comfortable working with KPIs quality metrics performance dashboards and customer impact measures
• Understand end-to-end supply chain processes and cross-department dependencies
• Have experience working with enterprise systems such as Salesforce and SAP
• Engage stakeholders confidently and influence through clear communication
• Can prioritise opportunities based on impact effort and business value
• Are familiar with data visualisation tools such as Excel Power BI or Tableau
• Have exposure to PRINCE2 or equivalent project management frameworks with a focus on governance awareness
• Bring a background in quality operations or customer experience environments
• Understand quality methodologies and structured root cause analysis techniques
• Are willing to travel when required

About us

Computacenter is a leading independent provider of IT infrastructure services with about 21000 employees worldwide. We work at the heart of digitisation advising organisations on IT strategy implementing the most appropriate technology and managing our customers infrastructures.

We offer a friendly open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community

Were growing. Were hiring. We encourage. We empower. We support.
#winning together #people matter

Required Experience:

Manager