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Accountabilities
Ensure the delivery of services and the achievement of the contractual obligations.
Act as the primary point of contact for in-scope operational outcomes for the end-to-end DaaS service for key customers.
Accountable to own P&L and understanding how this contributes to the overall department P&L
Identify and manage service improvements where necessary, also identify opportunities to improve customer satisfaction, quality, reduce repeat issues or better align the operational delivery of services.
Offering innovative service improvement ideas with consideration and usage of AI.
Promotes a safe and healthy work environment by establishing, following, and enforcing standards and procedures and complying with legal regulations.
Partners with business leaders to deliver services that support company objectives and are consistent with Winning Together values.
Actively manages Service Quality and ensures “service excellence” ethos promotes Customer interaction through onsite Service Managers, attending service review meetings along with the rest of the account team on a regular basis.
Manages the standardization of processes and procedures across the globe.
Acts as a point of escalation on complex issues or complaints related to DaaS and provides appropriate support to other team members, and the customer.
Instrumental in the support of service integration, new business activities, projects and the expansion of services, support.
Actively manages longevity of Contracted Services through contract renewals.
Embrace and support Computacenter’s mission and core values.
Change Management
Identify performance deviations from the contract. Collaborates with the relevant stakeholders and prepares recommended changes together with Delivery Leadership.
Drives continuous improvement initiatives to meet Computacenter’s strategic and operational goals.
Success Criteria
The success of this role is highly dependent on the following criteria:
Oversees the SLA/ KPI/ OPI achievement across multiple areas including stock availability, data accuracy, service performance, cost of delivery and headcount availability.
Effectively escalates issues and opportunities.
Feedback from manager, peers, and customers
Operations Delivery Manager
Los Angeles, CA$100K - $130K / yearPosted 1 weeks ago
Full-timemid