Location: Belgium - Zaventem | Job-ID: 213686 | Contract type: | Business Unit: Customer Success & Service Delivery
Life on the team
As a Senior Service Manager, you will be accountable for all Services delivered to our Contractual and Professional Services customer.
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 and challenges, and how to convert these into opportunities for Computacenter.
You will lead a team, both directly and through matrix management.
What you'll do
1. You’ll be a primary member of the Leadership Team for your customer(s) together with the Sales team, including Group Managed Services, Group Professional Services and Group Technology Sourcing as required.
2. You’ll be Computacenter’s leading services presence for all services delivered and associated growth opportunities, managing customer engagement at a senior level in line with your Account Plan.
3. As the Service lead you will interface with GMS, PS, GTS, Sales, etc, to ensure that all Contractual and Professional Services, both in life and new opportunities, are delivered consistently and to the required level of quality, as per the contracted delivery and commercial outcomes.
4. You’ll work with GMS Delivery Leadership to ensure that their teams aligned to the account are appropriately aware of all deliverables and are kept engaged with account progress
Motivated to succeed as a team:
5. You’ll set clear direction, goals and measures of success and you will enable and engage your team (both direct and virtual) to understand what success looks like
6. You’ll ensure the goals and objectives set for your team are aligned to the BE Country Unit and BE Services goals and objectives
7. You’ll create an environment enabling your team to be successful in the roles they perform, based on trust, commitment and autonomy
8. You’ll focus on leadership and coaching of your team, recognising that we deliver success through our people and that investment from you as a leader in them is key to that success
Mentality and Mindset:
9. Eager to learn and stay updated on new industry trends, ways of working, and developments
10. Actively invests in personal and team development
11. Maintains a broad understanding of the customer's business and industry
12. Keeps up to date with Computacenter solutions, IT services industry trends, and relevant technologies
Collaborative and Inclusive:
13. Actively shares knowledge and collaborates within your sector and the wider UK Services business
14. Leverages Computacenter innovations and best practices to maximize value for customers and share insights across accounts
15. Promotes diversity and inclusion, ensuring all team members have a voice and opportunity to grow
What you'll need
16. Strong experience/background in IT Service Management
17. Likely ITIL trained, preferably to Expert level
18. You know that’ it’s not all about ITIL, you understand how IT services align with business goals and add value
19. Finds solutions that benefit both customers and the company
20. Promotes collaboration with customers and within Computacenter
21. Shares ideas and contributes to broader initiatives
22. Fosters an inclusive work environment, aware of biases and cultural differences
23. Supports and mentors aspiring Service Managers
24. Investigates root causes and uses data to make informed decisions
25. Clearly presents performance and improvements to various audiences
26. Leads or supports adoption of the Customer Value Framework
27. Fluent in English; Dutch and French are a plus