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About the Role

As 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.

Responsibilities

Operationally manage employees and teams at a work package level in a Contractual Services deal.
Act as the first point of contact for technical content for onsite service personnel and customers, ensuring efficient and quality-assured service delivery of work packages, IMAC, or Break & Fix services.
Support responsible teams with technical problems, including root cause analysis, and suggest operational improvements for customer satisfaction.
Assess and assign customer complaints or service delivery risks to responsible parties with urgency.
Maintain knowledge of key contacts and stakeholders for service delivery.
Support Service Management & Delivery Lead in developing customer strategy.
Advise customers on operational SOP/procedure development.
Implement operational measures to increase customer satisfaction.
Monitor customer satisfaction measures and provide feedback to service management/delivery leadership.
Process and respond to customer complaints per defined management procedures.
Contribute to opportunity governance.
Control and assure quality of work packages.
Ensure service delivery adheres to contract and process specifications (scope, service level, processes, SOPs).
Ensure complete and timely recording of special services.
Ensure correct and timely maintenance of ticket and asset data reporting.
Support resolution of technical problems within area of responsibility.
Control and file acceptance protocols and service reports.
Manage onsite warehouses, including stock changes, access controls, and delivery acceptance.
Control and manage all Computacenter onsite rooms and spaces.
Identify and implement operational optimization for work package efficiency and effectiveness.
Perform operational change management, identify service deviations, initiate changes, and participate in CAB if applicable.
Ensure adequate staffing for SLA-compliant and efficient service delivery, including deployment planning (resource, deployment, shift, substitution, and succession plans).
Record and forward customer escalations, identify operational service delivery risks, and assess/forward technical information.
Operationally manage internal and external employees and Internal Service Providers (ISP).
Integrate new employees into operational situations.
Communicate procedural instructions to support teams and serve as first point of contact for less experienced colleagues (no disciplinary responsibility).
Qualify support team employees on customer specifics, contract scope, processes, and SOPs.
Support ISPs in human resources development, identifying potential for targeted development and promotion.
Implement and sustain deal-specific operational governance with the onsite team.
Establish and maintain partnership relationships with relevant levels and interfaces (ISP, external partners, client).
Ensure close liaison between Computacenter HQ and MS site, actively participating in the Managed Services Operations community.
Regularly review delivery network performance (external partners, ISP) based on SOPs and initiate improvements.

Requirements

Operational and management experience and knowledge.
Experience in operational management of internal and external employees and Internal Service Providers (ISP).

Skills

Ability to communicate effectively at appropriate levels.
Ability to articulate Computacenter principles: Know Your Company, Know Your Customer, Know Your Contract.
Ability to lead a support team.
Ability to perform very well under high pressure.
Professional appearance.
Ability to build and maintain strong client/team relationships.
High degree of independence.
Organizational skills.
Commitment.
Good decision-making skills.
Problem-solving skills.

Location

Poughkeepsie, NY
New York City, NY

Experience Level

At least 2 years of professional experience

Education Level

ITIL Foundation Certification

Salary/Compensations

$70K - $90K USD

Benefits

Competitive compensation plans.
Long-term career opportunities.
Attractive benefit plans for health, financial security, and peace of mind.

About the Company

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations.
We help world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business.
We are 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.