Operations Team Manager

About the roleAs a Senior Operations Coordinator, you will be responsible for managing colleagues in the service at ticket/request level in a contractual services deal (e.g. arranging appointments with users, ensuring optimal workload). Your region of coverage will be within specific geographic boundaries. You and, where required, your associated team(s) may be dedicated, or operate as part of a wider team of Operational Delivery Managers, responsible for one or more accounts.Salary range: $70K - $90K USDWhat you'll be doingYou will operationally manage employees and teams at a work package level in a Contractual Services deal. You will also act as the first point of contact for technical content for onsite service personnel and customers in this area of responsibility by ensuring efficient and quality-assured service delivery of entire work packages as well as IMAC or Break & Fix services. You will be required to support responsible teams in case of technical problems, e.g. in route cause analysis, and provide suggestions for continuous improvements on an operational level (ticket/request level), taking customer satisfaction into account. You will assess and assign up customer complaints or risks in service delivery and forwards them to the responsible parties with a high sense of urgency.Customer ManagementPossess knowledge of all key contacts/stakeholders for ensuring service delivery in the medium term.Provide support to the Service Management & Delivery Lead in following or further developing the CC customer strategy.Advise the customer on an operational level to continuously develop SOPs/procedures.Implement operational measures to increase customer satisfaction.Independently check whether the measures introduced increase customer satisfaction. Provide feedback to service management/delivery leadership if necessary.You will receive, process and respond to customer complaints in accordance with defined complaint management.Service ManagementPlay your own role in opportunity governance.Ensure operational control and quality assurance of work packages.Ensure adherence to contract and process specifications (scope of service, service level, processes, SOPs).Complete and timely recording of special services.Correct and timely maintenance of ticket and asset data reporting.Support - if necessary - in solving technical problems in their own area of responsibility.Control and file acceptance protocols, service reports, etc.Manage onsite warehouses (incl. reporting of stock changes, access controls, coordination of acceptance of deliveries, etc.).Control and manage all rooms and spaces used on site by CC.Identify and implement optimisation potential at operational level about efficiency and effectiveness at work package level.Carry out operational change management, identify changes and deviations in the contractual services owed and initiate a "change" in their own area of responsibility. Participation in the Change Advisory Board (CAB), if applicable.Ensure adequate staffing of the assigned support team as the basis for SLA-compliant and efficient service delivery, including deployment planning (creation of resource, deployment and shift plans, substitution and succession planning).Record and forward escalations to the customer, identifying risks in service delivery at an operational level, as well as assessing and forwarding technical information as appropriate.People ManagementResponsible for the operational management of internal and external employees as well as management of Internal Service Provider (ISP).Integrate new employees into a new or existing operational situation.Communicate procedural instructions to support teams and serve as first point of contact for less experienced colleagues. There will be no disciplinary responsibility.Customer-specific qualification of the support team employees (customer specifics, contract scope, processes, SOPs).Support the ISPs in the human resources development process, identifying potential and targeted development and promotion.Relationship ManagementImplement and ensure the sustainability of the deal-specific operational governance (role, communication and reporting structure) with the onsite team.Establish and maintain a partnership relationship with all relevant levels and interfaces (ISP, external partners, client) according to the governance model.Ensure close liaison between Computacenter HQ and the MS site, playing an active role in the Managed Services Operations community.Regularly review the performance of the delivery networks (external partners, ISP) based on Standard Operating Procedures (SOP) and initiate measures for improvement if necessary.What you haveLegally eligible to work in the United States.At least 2 years of professional experience / entry level for employees with professional experience in the respective field.Operational and management experience and knowledge.Operational management of internal and external employees as well as management of Internal Service Provider (ISP).ITIL Foundation Certification.Ability to communicate to appropriate levels.Ability to articulate, to the appropriate level of detail, three core Computacenter principles: Know Your Company; Know Your Customer; Know Your Contract.Personal Skills:Adequate ability to lead a support team.Ability to perform very well even under high pressure.Appropriate, professional appearance.Ability to build and maintain good relationships with relevant levels of the client/team.High degree of independence and organisational skills.High degree of independent work, commitment, and ability to work under pressure.Good decision-making and problem-solving skills.What you can expectThere’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.About usComputacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 20,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us

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