Location: UK - Mobile England | Job-ID: 208540 | Contract type: Standard | Business Unit: ServiceNow
Life on the team
An exciting opportunity to become part of a strong and highly experienced team in a founding ServiceNow partner. We deliver across the ServiceNow platform to ensure organisations optimise how they use ServiceNow and transform the way in which they work.
Our team culture is about working together, supporting each other, and growing together. We strive to continuously improve what we do, and we take pride in regularly receiving the highest customer satisfaction scores.
We offer expertise, tailored career prospects and the opportunity to work with a diverse customer base consisting of the UK’s leading FTSE 250 and FTSE 100 businesses.
What you’ll do
1. Own, manage and communicate the operational relationship with assigned customers
2. Be involved in managing key customer projects by communicating effectively with service team members, management and service stakeholders on status, issues, risks, and service goals and objectives
3. Lead internal and customer meetings with thorough documentation and rigorous follow-up
4. Manage customer and service documentation, communications, meetings and required meeting follow-ups
5. Track metrics around platform performance and service requests
6. Continually seek to improve
7. Prepare and present service reviews to customers and internal stakeholders
8. Create, implement and track relationship and product/service roadmaps
9. Help create and execute on the overall vision for Service Delivery and customer satisfaction
10. Determine areas for process improvements within both the customer and Computacenter
11. Be accountable for managing the delivery of contracted services such as maintenance to customers
12. Serve as the primary point of contact to the internal and external customer(s) regarding overall and day-to-day service delivery
13. Ensure SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded
14. Ensure that implementations and ongoing services are delivered on time and meet client requirements by maintaining tight control over the service schedule, risks, the scope of work and budget
15. Build and maintain strong customer relationships, and participate in customer meetings regarding performance to ensure customer satisfaction
16. Ensure that operational teams and subcontractors maintain a clear understanding of the customer's needs, and provide day-to-day customer advice and support
17. Promote Computacenter’s capabilities and works to achieve contract extension or to win additional business within the account(s)
18. Promote and expand the services offered to the current customer base.
What you’ll need
Required:
19. 2+ years of experience in a Service Delivery Manager role (or similar capacity) dealing with customers of various sizes across multiple business sectors
20. Direct experience of the ServiceNow platform
21. Proven ability to communicate and translate effectively across multiple groups from Pre-Sales/Sales, through to technical resource and Senior Management, with proficiency in English, both spoken and written
22. Strong organisational skills, ability to work independently and manage multiple work streams simultaneously
23. Eligible for UK Government Security Clearence (SC).
Advantageous:
24. Experience in a customer support and/or advisory technical role (Solution architect, system administrator, technical account manager or equivalent)
25. Bachelor’s degree in computer science, business administration or closely related discipline
26. ITIL Certification
27. Skilled in contract management and project management
28. Skilled in financial management, to administer budgets, schedules and performance standards to provide financial performance reports
29. Availability to be on-call as part of a Management Rota
30. Availability to manage customers outside of the UK & Ireland region
31. Excellent communication skills to bridge the gap between technical and non-technical stakeholders.
Additional information:
Country: UK
Location: Remote
Hours: 37.5
Role Type: Permanent