IT Operations Manager

Location: UK - London Job-ID: 219428 Contract type: Standard Business Unit: Others

IT Operations Manager

Life on the team

OSG (Onsite Services Group) Service Owner

London
3-4 days onsite

The OSG Service Owner is responsible for the delivery of the onsite and field engineering outcomes to one of Computacenters customers. As the Service Owner they will align directly to the customer providing clear information about our service provision and ensuring that the customers requirements are understood and executed across the regionally aligned onsite teams and Field Service teams when OSG Service Owner will engage directly with the Service Desk Global Service Coordination and other Computacenter delivery partners alongside Service Delivery Leadership to ensure the required end-to-end governance is in Service Owner will own any issues impacting the Team Leaders and technicians ability to deliver the required service to our customer.

What youll do

The Operations Manager OSG Service Owner will ensure that all in-scope contractual service obligations are compliant.

These include but are not limited to:

Oversee onsite engineering

• Manage customer deliverables with regional Team Leaders and onsite technicians
• Engage Global Service Coordination to ensure effective Work Order Task assignment to technicians and PIN allocation for Locker request services

Quality Management

• Ensure all onsite activities are detailed in process Standard Operating Procedures (SOPs) and ServiceNow Knowledge articles working with the customer and Computacenter stakeholders as required
• Ensure technicians receive customer specific training

Cost of delivery

• Work within the agreed financial delivery model
• Identify opportunities to reduce operating costs and leverage resources and best practices
• Identify risk to financial performance against model and report to Service Delivery Leadership and Service Management

Maintain Good Stock levels

• Liaise with customer and Computacenter for seed stock
• Ensure repair cycle activities are returning defective stock to Good Stock in timely manner

Maintain Service Performance

• Measure and monitor Service levels and KPIs
• Monitor open and aging incidents and requests assessing risk to service performance
• Produce and execute necessary improvement actions

Headcount availability

• Short-term absenteeism
• Annual leave

Manage CSI

• Optimise Operational Effectiveness
• Promote innovation within onsite teams
• Liaise with customer and Service Management

Manage Change

• Manage in-life operational change with customer and delivery stakeholders
• Engage with Service Management to execute changes resulting from Changes to Service

What youll need

• Understanding of ITIL and IT service management frameworks
• Strong problem-solving and analytical abilities
• Excellent communication skills for working with internal and external stakeholders
• Experience with service management tools and reporting methods preferably ServiceNow
• Ability to drive change and continuous improvement
• Proven experience in an IT Operations Manager or similar role
• Experience writing Standard Operating Procedures and explaining processes to stakeholders

About us

We are a leading independent technology and services provider trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source transform and manage their technology infrastructure to deliver digital transformation enabling people and their business.

Were a place where you can belong

With over 21000 people across 22 countries we are proud of our inclusive culture - where everyone can thrive feel valued and truly belong.

Youll see this reflected in our recruitment process too. We aim to provide fair access to opportunities and an inclusive barrierfree experience. All that matters to us is that you share our vision and values and bring the skills and experience we need.

As a Disability Confident Committed employer we offer a guaranteed interview scheme. If you opt in and meet the minimum criteria for the role youll be guaranteed an interview and were happy to support any reasonable adjustments. Please let us know when you apply.

If you share our values and want to make a meaningful impact in a supportive forward-thinking environment - wed love to hear from you!