Senior Service Manager

Are you passionate about Service desk Opportunities and ready to explore your capabilities?

Service desk professionals are problem solvers, as a growing organization in India, there are more opportunities for career advancement and professional development. As the company expands, new roles and responsibilities will emerge with the chance to take on more challenging and diverse tasks. We are more open to innovation and creativity. There will be a greater emphasis on trying new ideas, implementing cutting-edge technologies, and exploring innovative solutions to challenges. We in Computacenter foster a culture of continuous improvement and forward-thinking.

What you'll do

• The delivery of the service and the achievement of the contractual obligations globally
• Service Desk efficiency and effectiveness as one Global Service Desk, leveraging all desks capability
• Global account level headcount control and related commercial responsibility (expenses, training) across all locations
• Actively promote and embrace projects and initiatives (Automation, new tools, technology) that will improve the quality of service and/or improve efficiencies and productivity. Realise any commercial and service improvement benefits delivered through initiatives
• Responsible for business continuity of the Service Desk during operational hours
• Hold the relationship with the appropriate key Delivery Leadership and Service Management personnel; attendance at agreed meetings and forums
• The Leadership and Performance Management of Operation Managers
• Accountable for own P&L and understanding how this contributes to the overall department P&L
• Customer interaction through onsite Service Managers, attending service review meetings with onsite Service Managers and Customers where relevant
• Drive Continual Service improvements to assist in cost to serve reductions and in-life/benefits realisation
• A point of escalation on complex or serious issues or complaints and providing appropriate support to other team members
• The support of service integration, new business activities, projects or the expansion of services, support Contracted Services through contract renewals
• Actively managing Service Quality and ensuring "service excellence" ethos promoted
• Supporting GSD Objectives and Strategy
• Form part of and be an active member of the extended global Service Desk leadership team
• The standardisation of processes and procedures
• Contributing to the GSD ISO obligations (if applicable)
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.

What you'll need

• Fully qualified in relevant professional qualification
• 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
• Experience of managing IT operations including a Service desk or Helpdesk
• Experience of working with multiple accounts
• Experience of SLA development and management
• Exposure to working in a multi-client environment
• Management and experience of managing P&L's
• Experience of managing multiple locations across different time zones
• Experience of working with IT support teams globally
• Experience of communicating complex technical issues and sensitive information to senior stakeholders and the wider external stakeholder community
• Excellent coaching and communication skills

Experience & Education:

• Bachelor's degree in information security, Computer Science, or bachelor's degree in a relevant field or equivalent work experience.
• Overall 14 Years at least 2 year leadership experience in managing service desk teams in fast changing operational environment

Skills:

• SLA/ KPI/ OPI achievement
• Feedback from management, peers and customers
• Effectively escalates issues and opportunities
• People management decisions aligned with using performance management tools effectively
• Demonstrates relevant company value
• End User Satisfaction at the Service Desk (NPS, VoC, Cust Sat)