Our employees enable you to stay agile in a complex and changing world. Certified processes tailored to your needs guarantee high quality and transparency.


Service Delivery

The Head of Field Service unites a team of technicians, supporters, dispatchers and logisticians who are all responsible for service provision. The Field Service Team Leader reporting to him leads the staff on site, while the Service Level Manager is responsible for service delivery and communication with customers.

 

Service level management as a point of contact

Our service level managers are responsible for on-site service delivery to the customer. They are the point of contact for all concerns, meaning that they also perform the role of business relationship managers. A team of SLMs can also be used for very large or complex customers. A partnership between both parties is one of the central factors for success.

Fields of activity of service level managers

  • Single point of contact
  • Measuring the degree of performance of the SLA
  • Changes to service or contracts
  • Service extensions by the customer
  • Defining project implementation
  • Customer complaints
  • Escalations in service delivery
  • Providing ISO evidence and reporting

Typical tasks of service level managers

  • Service responsibility (IMAC/D, asset management, configuration management, break/fix)
  • Service optimisation – processes, organisation, tools
  • Relationship and account management
  • SLA monitoring and SLA reporting
  • Resource demand management
  • Continuous service improvement
  • Service continuity process, risk management
  • Escalation and crisis management
  • Contract management: changes, reviews, renewals
  • Project management and support
  • Recognising opportunities, upselling, offers
  • Creating SLA, KPI, ticket reporting (ISO)
  • Partner coordination (manufacturers, internal)
  • Exchange with line management staff
  • Harmonising customers and Computacenter tools and interfaces
  • Capacity planning, budget
  • Invoicing
  • Training, PSMF, certifications
Computacenter is ITSM ISO 20000 certified.