Senior Service Manager

Role Overview: As a Service Desk professional at Computacenter in Bangalore, you will have the opportunity to be part of a growing organization that values career advancement, professional development, innovation, and creativity. You will play a key role in delivering service excellence, embracing projects and initiatives to improve service quality and efficiency, and contributing to the overall success of the Global Service Desk. Key Responsibilities: - Deliver service and achieve contractual obligations globally - Ensure Service Desk efficiency and effectiveness across all locations - Control global account level headcount and related commercial responsibilities - Promote and embrace projects and initiatives for service improvement and productivity enhancement - Ensure business continuity of the Service Desk during operational hours - Maintain relationships with key Delivery Leadership and Service Management personnel - Lead and manage Operation Managers for performance excellence - Be accountable for own Profit & Loss (P&L) and understand its contribution to the department's P&L - Drive continual service improvements and cost reductions - Act as a point of escalation for complex issues and provide support to team members - Support service integration, new business activities, and projects - Manage Service Quality and promote a service excellence ethos - Contribute to the standardization of processes and procedures - Act in accordance with Computacenter Information Security Policies Qualifications Required: - Fully qualified in a relevant professional qualification - Good working knowledge of relevant functional systems - Experience in managing IT operations including a Service desk or Helpdesk - Experience in SLA development and management - Experience of managing P&Ls and multiple locations across different time zones - Experience of communicating technical issues to senior stakeholders - Excellent coaching and communication skills Additional Company Details (if applicable): Computacenter is a leading independent provider of IT infrastructure services with a global presence and about 20,000 employees worldwide. The company works at the heart of digitization, advising organizations on IT strategy, implementing appropriate technology, and managing customers" infrastructures. At Computacenter, you will find a friendly and open working environment that values teamwork and performance. If you are looking to join a company with a strong sense of community and a focus on growth and empowerment, Computacenter is the place for you. Note: The company encourages diversity and values professionals with diverse competencies, personalities, and strengths who align with the shared values of teamwork and performance.,