Senior Service Manager

Location: UK - Cust Site - Derby, UK - London

Life on the team

As a Senior Service Manager, you will be accountable for all Services delivered to our Contractual and Professional Services customers. You will provide leadership and management of the “virtual” customer team, ensuring Services, Sales and Delivery are aligned and focussed on the right customer outcomes, under a joined-up Account Plan. You will cultivate and own key stakeholder relationships with the customers primarily associated with the Services delivered and identified growth opportunities. Together with the Sales team, you will drive growth in the Contractual and Professional Services delivered by understanding the customer’s objectives and challenges, and how to convert these into opportunities for Computacenter.

Where the Role Fits

• You’ll be a primary member of the Leadership Team for your customer(s) together with the Sales team, including Group Managed Services, Group Professional Services and Group Technology Sourcing as required;
• You’ll be Computacenter’s leading services presence for all services delivered and associated growth opportunities, managing customer engagement at a senior level in line with your Account Plan;
• As the Service lead you will interface with GMS, PS, GTS, Sales, etc, to ensure that all Contractual and Professional Services, both in life and new opportunities, are delivered consistently and to the required level of quality, as per the contracted delivery and commercial outcomes;
• You’ll work with GMS Delivery Leadership to ensure that their teams aligned to the account are appropriately aware of all deliverables and are kept engaged with account progress.

What you’ll do

• Typically, one Managed Service Account or a portfolio of multiple accounts
• Leadership

• Lead and manage the Services teams and interface with Delivery Leadership to ensure that Services and Delivery are aligned and focussed on the customer outcomes;
• Focus on the relationship with the Client Director, Account Manager and broader Sales team, to ensure consistent messaging and leadership across the account;
• Take an active role in coaching the virtual team, as well as any direct reports, assisting in the development of all team members;
• Understand the customer’s strategy and key goals;
• Share the customer strategy and goals with the Delivery Leadership team, ensuring they understand how best to support the customer in meeting these, in line with our contractual commitments;
• Understand how our Account Plan aligns to the customers strategy and goals, and help to shape our strategy to better deliver against them;
• Actively drive a One Team approach and Account Plan generation and delivery;
• Taking a lead role with the Sales and Delivery teams to consistently manage the relationships, opportunities and in-life management of change;

• Accountable for the management of applicable relationships with the key customer stakeholders associated with all services delivered;
• Build new relationships with key customer stakeholders in areas identified for growth, through Account Planning;
• Understand the customers business, industry, organisation structure and change processes;

• Manage the services improvement plan and its delivery, focussed on the ‘in life’ transformation of the service, contract, commercial and technical outcomes;
• Understand and drive initiatives focussed on customer experience, together with the customer, to enhance the experience delivered for their users;

• Ensure we are meeting our contractual obligations and that the customers are delivering against theirs;
• Take necessary action, or elevate, where obligations are not being met by us or the customer;
• Track and manage Contractual Risk Register, including timely communication of risk positions to customer, escalating as required;
• Ensure there is appropriate change control processes in place, and changes are impact assessed as required, and any subsequent risks are managed accordingly;
• Where agreed changes are implemented, ensure they are introduced through formal Acceptance into Service;

• Deliver as a minimum to the agreed Contractual Services and Professional Services baseline performance, driving improvement in commercial performance where possible;
• Ensure that we deliver no less than the "as sold" value for each contractual service and professional services project;
• Management of the financial process including all aspects of the P&L;
• Tracking and managing Commercial Risk Register, including timely communication of risk positions to customer, escalating as required;

• Involvement in pre-sales to ensure all aspects of the project are capable of being successful;
• Working with the Project Management teams and Delivery Leadership to deliver the contracted outcome to the required level of quality and the modelled service and commercial outcome;
• Understanding of Projects Practice processes, governance and reporting in order to ensure projects are managed and delivered successfully;

• Identify and actively pursue new ideas for expansion of existing scope of service, referring to the Service Catalogue for opportunity areas;
• Collaborate with peer groups and internal CC resources to bring new ideas for growth opportunities to your customers;
• Take all opportunities to grow both the Contractual and Professional Service by:

• Being fully engaged in Account Planning;
• Understanding the customers objectives;
• Understanding the competitor landscape of your customer;
• Understanding the key vendors and technologies in your customer environment;

What you’ll need

• Experience of working in a customer aligned service management role within the IT services industry.
• Experience of leading a team.
• Strong understanding of customer strategy, industry trends, and business objectives.
• Commercial acumen with strong experience managing P&L and contract performance.
• Excellent communication and relationship-building skills.
• Ability to drive strategic growth and manage complex service portfolios.
• Collaborative mindset with a focus on team success and customer satisfaction.
• Active interest in personal and team development.

Additional information

• Country: UK
• Location: Derby - Hybrid working (2-3 days per week at site)
• Hours: 37.5
• Role Type: Permanent

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.