Location: UK - Mobile England | Job-ID: 213494 | Contract type: Standard | Business Unit: ServiceNow
Life on the team
As a Services Delivery Manager for Computacenter’s ServiceNow Centre of Excellence, you are engaged at the account level in providing visibility, service reviews and reporting through all phases of the support lifecycle. You will work hand-in-hand with senior stakeholders on opportunities to improve our service and delivery. You will work across customer organisations and with multiple Computacenter teams. Success is defined by the Delivery Manager’s ability to develop a quality service strategy per customer, capture and report on key metrics, identify upsell opportunities and quickly become the customer’s trusted advisor.
The successful candidate will be an integral part of managing customers on behalf of Computacenter, facilitating their service issues, SLA uptimes, reporting, and strengthening the customer relationship through the delivery of the service and providing a positive Customer Experience. You will be stakeholder facing and requires that expectations are established and managed within the business and the ability to drive internal teams to achieve those expectations to a high standard.
What you'll do
1. Own, manage, and communicate the operational relationship with assigned customers.
2. Lead internal and customer meetings with thorough documentation and rigorous follow-up.
3. Track metrics around platform performance and service requests.
4. Prepare and present service reviews to customers and internal stakeholders.
5. Ensure SLAs (service level agreements) and KPIs (key performance indicators) are met or exceeded.
6. Promote Computacenter’s capabilities and work to achieve contract extension or to win additional business within the account(s).
7. Serve as the primary point of contact to the internal and external customer(s) regarding overall and day-to-day service delivery.
What you'll need
8. 2+ years of experience in a Service Delivery Manager role (or similar capacity).
9. Direct experience with the ServiceNow platform.
10. Strong organisational skills and ability to manage multiple work streams simultaneously.
11. Excellent communication skills to bridge the gap between technical and non-technical stakeholders.
12. Bonus Points: ITIL Certification, experience in contract and project management, expeience in managing customers outside of UK&I, and eligibility for UK Government Security Clearance (SC) level.
Additional information
Location: UK - Flexible but willing to travel when required
Hours: 37.5
Role Type: Permanent