Information Technology Service Delivery Manager

Hatfield based – with hybrid 2-3 days

Computacenter is Europe’s leading independent provider of IT infrastructure services, enabling users and their businesses with almost 20,000 employees globally.

The GIS Service Management function acts as the single point of engagement into Group Information Services (GIS) for Service Performance, Outcomes and Improvements. In collaboration with each business area, we aim to understand and meet, if not exceed, Service Performance & Excellence expectations.

The Service Manager will be fully engaged with their business areas and will conduct regular Service Reviews - identifying service improvements and reviewing major service failures, confirming actions to avoid them happening again.

We want to understand the challenges each business area has to deal with, as well as future requirements. To this end, there will be a single, straightforward engagement process and transparency of the demands on GIS, including all major operational run and change activities. Service Management will work across GIS to drive the outcomes the business expects.

What you’ll do

As a Service Manager, you will be responsible for leading Service Management activities across one or more business divisions. You will:

• Serve as the single point of contact for senior-level service escalations and support topics, proactively managing stakeholder communications and keeping key Group IS stakeholders informed.
• Collaborate with Strategic Partners to manage stakeholder communications during major incidents by using proactive, personalized methods that clearly demonstrate the impact on end customers. Drive ITIL processes to identify root causes and implement measures to prevent recurring issues.
• Support incremental, value-driven change by partnering with Internal and key business stakeholders. Measure and report on response and delivery timescales to foster continuous improvement across the organization.
• Host and manage regular Service Reviews with key business stakeholders, covering all aspects of GIS services, and provide meaningful business reporting on operational service performance.
• Promote a continual cost-optimization mindset. Identify opportunities to reduce overall cost-to-serve by influencing vendor contract terms, implementing transparent cost models, and executing right-shoring initiatives.
• Deliver timely management information and regular reports on key service metrics to support leadership, divisional stakeholders, and service reviews.
• Engage with business customers to gather feedback, measure satisfaction, and drive improvements in service quality and customer experience.
• Proactively identify and mitigate risks associated with service delivery.
• Foster a culture of accountability, excellence, and continuous learning.
• Continuously seek ways to enhance the effectiveness of Service Management.

What you’ll need

• Strong knowledge of the GIS operating model
• Frameworks and processes, etc., e.g. ITIL, SAFe, DevSecOps, etc.
• Service Management ITIL knowledge
• Partnership & Collaboration
• Continuous Service Improvements Management
• Business Communication
• Escalation Management
• Service Reviews & Reporting
• Commercial Management Support
• Vendor Management Support
• Supporting ITIL service delivery

Leadership requirements:

• Initiative
• Priority setting
• Organising
• Process management
• Perseverance and resilience
• Problem solving
• Cost conscious
• Strong Communication and collaboration

Critical success factors

• Effective escalation management with prompt resolution and clear stakeholder communication.
• Efficient incident and problem management using ITIL best practices.
• Driving continuous, incremental service improvements aligned with business priorities.
• Leading service reviews and ensuring smooth transitions for new or updated services.
• Consistent performance monitoring and timely reporting of SLAs and KPIs.
• Proactive risk identification, mitigation and vendor coordination.