Senior Operations Manager

Location

Alpharetta, GA, US

Position Overview

This position is a critical role in leading the Advanced Exchange/swap team in Alpharetta Integration Center location as well as in Itasca, Chicago. The scope includes standardizing the service, automating the tool/platform, looking at profit/loss of current customers and making sure that we are commercially covered, as well as supporting new customer presales, onboarding, and stability of operations in USA.

Duties/Responsibilities

Develop Standard Offerings:

1. Understand the current offerings which are custom designed.
2. Collaborate with EU colleagues to understand their AE offerings.
3. Work closely with ServiceNow tool development team to learn best practices and pain points so far.
4. Develop AE offerings that:
5. Meets the requirements of our customers.
6. Aligns with rest of CC offerings in other countries.
7. Leverages automation and integration through tools.
8. Reduces manual overhead/errors and streamline processes.
9. Is a market differentiator.
10. Price competitive.

Develop Rate Cards that are market competitive and help us grow business:

1. Determine the cost of our offerings.
2. Work with Finance teams to develop rate cards.
3. Ensure they are market competitive.
4. Engage Service Take-on (STO) team to make sure that Americas STO costs are included.
5. Develop reporting and dashboard to track this activity.

Migrate current customers into New Standard offerings:

1. Work with Sales teams to educate them on new offerings.
2. Work with Solutions team to develop new Statement of Work.
3. Help with pricing a solution using new Rate Cards.
4. Implement new processes, tools, and rates to current customers.

Manage customer's Profit & Loss Statements to ensure that we are in good commercial standing for AE service:

1. Work with Finance to build Forecasts.
2. Track Actual costs and revenue for each customer in working with the Forecast teams.
3. Ensure that cost recovery for each account is at 100%.

Lead the Advanced Exchange Teams

1. Manage the day-to-day AE Team members in the Integration Center to make sure that they are adhering to the standard processes.
2. Drive efficiency in the team and ensure that costs are optimized.
3. Work closely with Sales Reps to understand any challenges and pain points to improve the service.
4. Accountable for Service Level Agreements (if any) to be attained each month.
5. Provide reporting and ongoing CSI initiatives to the customer as appropriate.
6. Propose ideas for growth for the customers.

Collaborate with Solutions Team on new Advanced Exchange Deals

1. Work with Finance to build Forecasts.
2. Track Actual costs and revenue for each customer in working with the Forecast teams.
3. Ensure that cost recover for each account is at 100%.

Education & Experience Required

• Legally eligible to work in the United States.
• Bachelor's degree in Business, Information Technology or related field, or equivalent experience

Skills & Competencies

• Good knowledge and experience of SAP, MS Office and MS Teams.
• Excellent attention to detail.
• Strategic thinking and tactical execution skills.
• Good knowledge of the IT industry and an understanding of IT technologies and products.
• Excellent written and verbal communication skills.
• Comfortable communicating with colleagues in different countries where English is not the first spoken language.
• Good self-organization and time management skills.
• Ability to prioritize and handle multiple requests simultaneously.
• Can build trust, be assertive when required and shows initiative and enthusiasm.
• Resilience, and able to deal with stressful situations.
• Business and financial acumen with strong analytical skills.
• Demonstrate an understanding of product supply chains.
• Commercially astute.
• Team-oriented working and thinking.

WHY COMPUTACENTER?

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our customers to source, transform and manage their IT infrastructure to deliver digital transformation, enabling users and their business. Computacenter is a public company quoted on the London FTSE 250 (CCC.L) and employs over 15,000 people worldwide. In US we support some of the country's best-known businesses with regional headquarters in both San Francisco & New York City and an Integration Center in Silicon Valley. www.computacenter.com/us

WE OFFER A GREAT BENEFITS PACKAGE!

There's so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, Computacenter provides an attractive mix of benefit plans to contribute to its employees' good health, future financial security and peace of mind.

You must be authorized to work in the United States.

Computacenter United States Inc. is an Equal Opportunity Employer with a strong commitment to supporting and retaining a diverse and talented workforce.

No AGENCIES, please. We are not obligated to pay any fees for any individuals we decide to hire.