Service Engagement Manager

Getronics is a global leader in technology solutions with a team of over 4,000 colleagues in 22 centres, providing comprehensive end-to-end services across the globe. Our mission is to deliver and continually evolve reliable IT services and solutions to empower organisations to maximise their business potential.

We have an exciting opportunity for a Service Engagement Manager to join our team in the Glasgow!

What we can give you:

• 37.5-hour working week with flexible working options, giving you that much needed work/life balance
• 25 days holiday (with the opportunity to buy/sell extra days) plus statutory bank holidays
• Hybrid working anywhere in Glasgow, 2 days office based.
• Full training provided as part of robust induction process, including opportunities for continual development with our NorthStar online learning platform which has over 80,000 courses available
• Employee Referral Scheme
• Flexible benefits package that aims to offer something for everyone
• GetVibes – our active listening program enabling us to connect and listen to feedback from all colleagues, as a business we then work together to devise action plans to continually improve and develop Getronics!
• To give back to the community and in support of our global ESG programme, you’ll be given 1-day paid leave to participate in local volunteering projects
• Company Pension Scheme, plus life assurance, and access to our free Digital GP App via Aviva
• Private medical cover after 12 months
• Global Recognition Program – 40+ awards were made last year under our RecogniseMe scheme

Team Purpose:

Internal Governance team carries the responsibility to ensure that we have Operations ready to deliver the new required services. This is underpinned by 4 main objectives that are executed in collaboration with the respective internal or external stakeholders.

Service Portfolio integration to ensure that Portfolio Services are transitioned into Operations by ensuring that services are documented, required skills are identified and that the new service is aligned to our operating model and company strategy.

Presales Support is provided in collaboration with our Presales division to ensure that deviations of our standard service offerings are addressed in close collaboration with our Operations Service Line owners whilst still keeping a competitive edge to win the deal.

Transformation & Service Intake focuses on ensuring that the technical transformation & transition is delivered in-line with agreed customer requirements and service acceptance criteria.

Resource Management provides the needed support and interface between the resource demanding divisions and our delivery teams to ensure a proper assignment of our shared resources to complete projects with the right quality

Role Purpose:

The Service Engagement Manager and/or Coordinator will predominantly be active in the Service Portfolio Integration and Presales Support stages and report to the Head of Service engagement & Portfolio Integration

What to expect:

• Act as a coordinating interface between Presales and Operations ensuring potential operational risks are addressed during bid phase and service line owners have the needed info to approve bids and to review contract proposals.
• As part of Presales engagements promote efficiencies and standardisation where possible to reduce the cost of implementing new services.
• Co-develop, with the team, and maintain the Service Portfolio Onboarding process and associated supporting documents to ensure an efficient process is put in place and maintained moving forward.
• Champion the Service Portfolio Integration throughout the organisation.
• Act as the governance in collaboration with Portfolio and Operations, facilitating the updates to existing collateral and its supporting documentation (Service descriptions, HLD, RACI and etc) and their life cycle.
• Maintain status on current and new services being onboarded via the Service Portfolio onboarding Process.
• Provide accurate and timely data and management information on the performance of the Service Portfolio onboarding and Presales Support process.
• As part of a wider team, provide the required advice and input and support towards the Service Intake team to ensure the defined standards are taken in account during the Service Intake process.

What we expect from you:

• Extensive experience of running an in-house or out-sourced service (preferably experience in covering multiple service lines)
• Professional attitude, inspiring confidence, and trust both internally and externally: must be able to articulate and demonstrate knowledge and operate at a mid-senior level within an organisation
• Certified or strong experience with ITIL Service Transition and Service Operations.
• Experience of working on multiple projects or customer engagements, proven ability to prioritise.
• Proven management ability: measuring and reporting on performance, assessing position and taking appropriate and effective management actions
• Proven strong record of working in a multi-customer tenant environment and understanding the importance of having solid cross-team delivery processes.
• Proven track record of dealing with people at all levels in an organisation as well as dealing with technical and non-technical members of staff.
• Proactive approach: continuous service improvement and desire to change things before they impact
• Ability to handle conflicting situations between different stakeholders and apply sound management judgement.
• Tenacity: strong drive and energy to see issues through to resolution when co-operation of multi-parties is required.
• Communication skills: Very strong influencing and negotiation skills. Able to present complex issues clearly and concisely.
• Ability to show great attention to detail to ensure we document and delivery with the right quality and avoid ambiguity in how we need to deliver our services.

If you think you have 75% or even 90% of what we are looking for and know you are capable of the responsibilities and duties at hand, we encourage you to apply! Not all applicants require 100% of what we expect. This will prove you are willing to develop, curious to learn and grow professionally and personally.

What to do next:

If this ticks your boxes, and you are looking for a new and exciting opportunity, then please apply below with a copy of your CV and your contact details. We would appreciate a short message as to why you are interested in the position and Getronics!

As a business, we offer an Employee Referral Programme, if you have someone in your life you think would be a perfect fit then send them a link to the career’s webpage.

If you would like to ask any questions regarding our vacancies, Getronics as a business, or anything else, please don’t hesitate to get in touch. The Talent Acquisition team will be available on 0141 814 1055 or alternatively, email into [email protected]

We are committed to equal opportunities for all staff and applications from individuals are encouraged, regardless of age, disability, gender, sexual orientation, race, religion, or belief, relationship status, and families.