Manager Delivery

3 months ago

BangaloreBengaluruBangalore, India Computacenter AG & Co. oHG Full time

Life on the team

Computacenter Digital Control business unit is seeking a confident and experienced Nexthink professionals, to bring maturity to their existing approach. Proactively capitalise on the insight provided by analytics and other intelligence sources, interpreting and implementing improvements in the context of the customer relationship such that the primary focus is always the user, their experience and productivity for the business.

Good communication skills and relationship building will enable the candidate to excel at the role, build a culture of strong team and advance their career within Computacenter.

What you'll do

The DEM exists to add value through:

Driving Efficiency

  • Drive opportunities for Automations & Remote Actions
  • Liaise with central EUA CoE to assess Automations & Remote actions which may be relevant for implementation on their customer
  • Improve Key Metrics – MTTR, Incident Volumes (-) , Incidents Avoided (+)
  • Work with projects teams to drive better, data driven outcomes and adoption
  • Use analytics to drive quicker and more accurate RCA and resolution

End User Experience

  • Proactive incident resolution – Fully automated fixes (invisible) & User enabled fixes (through engage)
  • Drive Fix-forward and automation culture focused on the user experience not just the SLA
  • Monitor Performance dashboards and use data to drive improvement initiatives & possible future automations/problems
  • XLAs/End User Sentiment (performance v experience)
  • Recommend engage campaign usage where it will enhance the user experience e.g. targeted MIM updates only to impacted users.

Quality

  • Proactive Problem – work with problem management to identify at least one data-driven problem investigation per month.
  • Impact and quality of Change
  • Comparative analytics Assessment
  • Automation v Root-cause fix. Automation may be an easier option, but the right thing to do is fix the root-cause. DEM to review each case.
  • Drive a culture of analytics and end user experience through service management and all service partners

Innovation/Value-Add/Use Case / Cost Saving Opportunities

  • Use data to identify opportunities for additional customer value
  • Share opportunities with other Computacenter accounts for CC Lessons learned / Efficiency

What you'll need

Strong experience in Infra domain and an analytical mindset to learn into Nexthink

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, and enabling people and their businesses.

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