Senior Operations Coordinator OSG

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.  

Annual compensation: $67K - $94K USD

What you'll be doing

You 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 Management 

• Possess 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 – Will advises 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 Management 

You will be responsible: 

• For playing your own role in opportunity governance   
• For operational control and quality assurance of work packages   
• To ensure the following aspects of service delivery:  
• 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 
• To support - if necessary - in solving technical problems in their own area of responsibility   
• To control and file acceptance protocols, service reports etc.   
• For warehouse management for all onsite warehouses (incl. reporting of stock changes, access controls, coordination of acceptance of Deliveries, ...)   
• For control and management of all rooms and spaces used on site by CC   
• To identify and implement optimisation potential at operational level about efficiency and effectiveness at work package level.
• To 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.   
• To ensure adequate staffing of the assigned support team as the basis for SLA-compliant and efficient service delivery. This includes deployment planning (creation of resource, deployment and shift plans, substitution and succession planning)". 
• For recording and forwarding escalations to the customer, identifying risks in service delivery at an operational level, as well as assessing and forwarding technical information as appropriate.  

People Management

• You will be responsible for the operational management of internal and external employees as well as management of Internal Service Provider (ISP).  
• You will be required to integrate new employees into a new or existing operational situation.    
• In your role, you will communicate procedural instructions to support teams and serve as first point of contact for less experienced colleagues.   
• Customer-specific qualification of the support team employees (customer specifics, contract scope, processes, SOPs)   
• Support the ISPs in the human resources development process Identification of potential and targeted development and promotion. 

Relationship Management 

• Implement 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 reviews the performance of the delivery networks (external partners, ISP) based on Standard Operating Procedures (SOP) and initiates measures for improvement if necessary. 

What you have

• Legally 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  
• You will have 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 
• You will be able to communicate to appropriate levels 
• You will be able to articulate, to the appropriate level of detail, three core Computacenter principles, Know Your Company; Know Your Customer; Know Your Contract.
• Adequate ability to lead a support team. 
• Ability to perform very well even under high pressure.  
• Appropriate, professional appearance and appearance  
• Ability to build and maintain good relationships with relevant levels of the client/team.  
• Good communication skills  
• 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 expect

There’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 us

Computacenter 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 21,000 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