Senior Service Manager

2 months ago

Pune, India Computacenter Full time

Life on the team

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

We are a rapidly growing team, and we support India, managing various IT Infra End-user, Datacentre operations/ refresh projects/ programs. We provide a platform which lets you explore and utilize your talent and skill into Project management.

If you are excited about pursuing your career in Service Management, you are at the right place. COME JOIN US, COME GROW WITH US.

What you’ll do

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 how to convert these into opportunities for Computacenter. Your line manager will be a Service Lead. You may lead a small team and possibly interface with our network of Internal Service Providers (ISPs). If leading a team, it will almost certainly, be a virtual and/ or matrix delivery. You’ll report to your customer, alongside the assignment Lead or Service Manager and ensure the required customer outputs are achieved. Managed services improvement plan and its delivery, ‘in life’ transformation of the service, contract, commercial and technical outcomes. Ensure we are meeting our contractual obligations and that the customers are delivering against theirs; Take necessary action, or escalate, 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. Deliver as a minimum to the agreed Contractual Services and Professional Services baseline performance, driving improvement in commercial performance where possible. Employee Engagement +80%; CRS 8+ Overall; CS & PS P&L Target; CS & PS Growth YOY; Organic Incremental Growth YOY; Forecast Accuracy +/- 10%; Renewals 100%.

What you’ll need

20 - 25 years or relevant experience. Managed Service Account with revenues of ~£4m £8m PA; Or a portfolio of multiple accounts with a similar accumulated value; Or working into the SM3 on one large Managed Service account. Lead and managed the Services teams to ensure that Services and Delivery are aligned and focussed on the customer outcomes. Accountable for the management of applicable relationships with the key customer stakeholders associated with all services delivered. Understand the customers business, industry, organisation structure and change processes. Good understanding with P&L: Cost and revenue forecasting and tracking

Change Management:

Communicate potential risks and issues (including dependencies) that are likely to require formal change to stakeholders as early as possible, to minimise future conflict/commercial exposure. Comply with/ensure the commercial approval process is followed in the required timeframes to minimise Working at Risk/commercial exposure and optimise our contribution. Ensure changes are agreed with the customer, or commercial owner prior to commencing any additional work. If there’s any change to the project’s approved commercial baselined deliverables (as defined in the SoW) all relevant stakeholders must be informed. This should include changes to cost (including supporting cost models), revenue, scope, timescales, and any service impact. Update the project plan to reflect changes, when any change to an assignment is approved, ensure records are updated and stored appropriately.

Business Management

Be aware of the account strategy for your aligned account. Help and positively influence that strategy if you can and understand your customer’s priorities. Support, as required, any Professional Services sales activity. Pro-actively look for opportunities to contribute to the development and growth of Computacenter’s Professional Service business. Contract Management Manage the assignment scope (or support the LPM with this) and understand the commercial baseline, supporting the development, negotiation and agreement of Statement of Work contract and any subsequent changes. o Work with the allocated contract manager (or support the LPM/SM with this) to agree customer changes to the scope,duration and costs of the assignment and ensure commercial acceptance of any change before the work begins. During the delivery of the assignment, you will contribute to or own the interface to all contributing teams, ensuring commitments are clear and reflected correctly in relevant Statements of Work.

Financial Management

Support and enable the successful delivery of the assignment to the agreed financial baseline to meet (or exceed) the key performance indicators (KPIs). These are typically defined and agreed with the sales team and other key stakeholders in the Statement of Work and cost model. Support or manage the financial performance of your assignment by contributing to or maintaining PEAT and completing the scheduled monthly Project Financial Reports (PFRs), which require accurate forecasting, invoicing and pro-active cost management.

Relationship Management

If you are leading an assignment, you will create and manage the stakeholder relationships across Computacenter, its suppliers and the customer, ensuring that a positive and constructive relationship is created and maintained to the benefit of all, to support the achievement of our customer satisfaction targets. You will build effective relationships will all key areas of Computacenter and any third parties.

People Management

You will be responsible for leading and shaping or contributing to the team to ensure the successful delivery of your assignment. Ensuring that all members of your project team are appropriately supported, heralded, motivated and engaged and that individual performance is managed in conjunction with their Line Manager. Support and coach less experienced Practice members, as required to support their development plans. o You will be proactive in providing appropriate feedback on performance and approach

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