Service Manager 2

About the role

Roles at this level will be fully accountable for their own work, establish their own milestones, team objectives, and will delegate assignments.

Responsibilities

• Provide high-level consultancy within the specialist area to peer group, customers, and, if applicable, direct reports.
• Manage and implement projects relevant to the specialist area.
• Manage, develop, and coach a team of staff and implement performance management solutions where required.
• Develop and motivate the team to help ensure the delivery of function and business targets.
• Assess situations, issues, and opportunities and escalate when appropriate.
• Act as a point of escalation on complex issues and provide appropriate support to other team members.
• Maintain confidentiality in all business-related matters.
• Liaise with colleagues to ensure best practice and continual improvement in the delivery of service to the business.
• Establish productive relationships and networks at the Senior Management level to build and maintain customer relationships.
• Responsible for managing budget/P&L to maintain spending in line with budgetary limitations.
• Make decisions which impact the success of assigned projects (e.g., results, deadlines, and budget).
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organization.
• Report the monthly Risk Impact Assessments (RIA) including their effects and the scope of the report.

Requirements

• Experience managing a P&L.
• Experience managing SLAs, KPIs, and performance metrics.
• Experience in dealing with and influencing multi-tier management.
• Must be authorized to work in the United States.

Qualifications

• Advanced academic background, preferably to good degree level or equivalent (bonus).
• Proven track record of work experience in a challenging commercial environment (bonus).
• ServiceNow experience (bonus).