Address
Form of workLife on the teamInside Sales is a commercially minded customer service function accountable for delivering great experiences for customers in the sourcing of their technology requirements. Inside Sales put customers and their needs at the centre of all its decision making while ensuring profitable sales for Computacenter. Inside Sales teams have a range of skills focussed in pre-sales, order management and post-sales operational space. With a deep understanding of Computacenter's customer needs and contracts and working closely with GTS (Group Technology Sourcing), Country Units and Delivery teams,Inside Sales support both retention and growth of customers. As a GTS Manager you will be responsible for the leadership for medium / large teams that covers all aspects of people management. You will also be accountable for operational delivery and performance; effective and timely resolution of escalations and ensures service quality, customer satisfaction and service efficiency.You will be fully accountable for your own work, establish your own milestones, team objectives and will delegate assignments.What you'll doStrategy / Operational Efficiency / Finance Management
Contributes to business strategy in accordance with the GTS key strategies and corporate objectives to help grow and develop the businessParticipates in projects/programmes for the overall development of the business area and the achievement of corporate goalsManages customer, supplier and third-party relationships to ensure the company's benchmarks for SLA and service quality and KPIs are met.Is responsible for ensuring compliance with processes/procedures set by the businessDevelops, agrees and implements strategic initiatives to ensure the efficiency of the area of responsibility in the medium and long term whilst optimising service profitabilityAdapts and controls the headcount development to the corporate development in terms of skills, number and location distributionParticipates in management meetings, 121s and other internal/external meetingsHas cost center responsibility and active cost management (conducting reviews and audits, close cooperation with Finance).
Relationships & Networking
Works closely with internal customers to acquire new and profitable business; is responsible for helping address customers' business needs by assigning solutions and services from across the GTS service portfolio.Establishes productive relationships and networks at senior management level to build and maintain customer relationshipsCreates a resilient network to other management positions
Service QualityEnsures and monitors service quality and customer satisfactionResolves escalations effectively and promptly within area of responsibilityConstantly strives to improve service qualitySupports and delivers changes successfully
People Leadership
Has direct people management responsibilitySets objectives and measures team performanceConducts and secures the process for hiring and onboarding new employeesConducts talent management review and establishes staff development plansImplements disciplinary actions and escalation management, incentive and salary planningProvides timely and valuable communication of the service strategy and current (service) topics, as well as relevant company information in one's own areaManages general HR tasks (e.g. illnesses, holiday requests, legal requirements etc.)Acts as a role model and creates a trusting, productive working environment
Adherence to policyActs in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisationKnows, applies and ensures that QHSE (Quality, Health, Safety and Environment) rules, procedures, instructions, good practices and operating procedures are applied by the staffParticipates in the investigation of any incident or accident and proposes corrective actionsMonitors performance indicators
What you'll need
Relevant qualification and more than 3 professional experience years in a in a challenging commercial environment and/or comparable roleExperience of leading multi-disciplinary and multi-located teams and working in hybrid modeVery good knowledge and experience in coaching less experienced managers / team leadersDemonstrates an understanding of current and emerging market trends, geographic and cultural needsExperience with reports and other management toolsFirst experience in project managementGood knowledge and experience in process improvement techniquesGood business knowledge, strong overall entrepreneurial thinking and actingAbility to identify and manage critical success factors for the area of responsibilityHigh level of problem-solving competenceVery good communication skills and professional appearanceNegotiation skillsStrong ability to successfully manage escalationsHigh level of resilience and self-motivationHigh level of sustainability and implementation skillsAbility to prioritise own workload and delegateTeam-oriented thinking and workingHigh level of competence in moderating and motivating teamsGood command of spoken and written English, French or GermanEnglish skills if not native languageMS Office applicationsWillingness to travel
