Service Engagement Manager

Overview

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!

• 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 North Star online learning platform which has over 80,000 courses available
• Employee Referral Scheme
• Flexible benefits package that aims to offer something for everyone
• Get Vibes – 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 Recognise Me scheme

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.

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

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.

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

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.

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.

• 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…