Senior Operations Coordinator (IT Logistics Operations)

Computacenter2024•Dallas, TX

3d•$70,000 - $90,000

About The Position

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: $70K - $90K USD Location: Poughkeepsie, NY | Dallas, TX 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 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 optimization 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. There will be No disciplinary responsibility. 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.

Requirements

At least 2 years of professional experience
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
Ability to communicate to appropriate levels
Ability 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 organizational skills
High degree of independent work, commitment and ability to work under pressure.
Good decision-making and problem-solving skills

Responsibilities

Operationally manage employees and teams at a work package level in a Contractual Services deal.
Act as the first point of contact for technical content for onsite service personnel and customers.
Ensure efficient and quality-assured service delivery of entire work packages as well as IMAC or Break & Fix services.
Support responsible teams in case of technical problems, e.g. in route cause analysis.
Provide suggestions for continuous improvements on an operational level (ticket/request level), taking customer satisfaction into account.
Assess and assign up customer complaints or risks in service delivery and forwards them to the responsible parties with a high sense of urgency.
Advise the customer on an operational level to continuously develop SOPs / procedures.
Implement operational measures to increase customer satisfaction.
Receive, process and respond to customer complaints in accordance with defined complaint management
Ensure adherence to contract and process specifications (scope of service, service level, processes, SOPs).
Ensure complete and timely recording of special services
Ensure correct and timely maintenance of ticket and asset data reporting
Control and file acceptance protocols, service reports etc.
Manage warehouse for all onsite warehouses (incl. reporting of stock changes, access controls, coordination of acceptance of Deliveries, ...)
Control and management of all rooms and spaces used on site by CC
Identify and implement optimization potential at operational level about efficiency and effectiveness at work package level.
Carry out operational change management, identify changes and deviations in the contractual services owed and initiate a "change" in their own area of responsibility.
Participate in the Change Advisory Board (CAB), if applicable.
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)".
Record and forward escalations to the customer, identifying risks in service delivery at an operational level, as well as assessing and forwarding technical information as appropriate.
Responsible for the operational management of internal and external employees as well as management of Internal Service Provider (ISP).
Integrate new employees into a new or existing operational situation.
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.
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.

Benefits

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.

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