Our Client, large IT Company, is looking for a candidate to apply a position of Service Business Manager.
The Service Business Manager is responsible for design, description, saes development, global roll-out support, continuous improvement for commercial part of Company Customer Services offerings (SLA and other services) and have to ensure best-in-class Company Customer Services offerings (SLA and other services) from commercial perspective.
This role includes commercial ownership of the Company Customer Services offerings (SLA and other services) as it relates to simplification, standardization, elimination and automation.
Main tasks / Main strategic tasks
• Develop, communicate and implement of innovative, effective and forward-looking Company Customer services product management activities/strategies from commercial perspective
• Develop and assure quality of Company Customer services offerings , and regional deployment of product marketing initiatives, tools and plans from commercial perspective
• Provide Company Customer services offerings marketing support to regional operations from commercial perspective
• Run initiatives to capture and develop concepts for Company Customer services offerings development, and to share best Company Customer services marketing practices among regions from commercial perspective
• Contribute to the development of the company’s Customer Services Corporate Business strategy, as part of the Customer Services Department, with particular reference to the Customer Services market globally.
Market/Product Knowledge and external interactions (if any)
• Study Corporate Customer Services market situation and trends from commercial perspective and provide market analysis to the management of the company. Ensure the company’s decisions, concerning Corporate Customer Services, are adequate to the market reality and based on the up-to-date and reliable information.
• Establish and maintain relationships with Regions and Key Countries, and key partners and Customers, secure excellent reputation of the company on the Corporate Customer Services market, and promote the expertise leadership and Corporate Customer Services quality status of the company
Main Internal Contacts & Interactions:
• Provide respective services to sales and marketing operations globally
• Contacts with Customer Services Department, Finance, Legal, Marketing and other related divisions on the following issues: commercial perspective of service product design (SLA), marketing materials and tools , sales/partner training and education. Contact with Marketing department for brand marketing, events support, market communications, press conferences and PR strategy.
Responsibilities/Operational activities
• Define and understand the market area covered by Customer Services offerings from commercial perspective
• Drive roll-out of Company Customer services offerings globally, deliver y of service products to market on-time, on-quality and on-cost
• Work out the standards for quality measurement of Customer services offerings prior to launch, for measuring customer and channel satisfaction, and for measuring satisfaction of the Regional operations with the Customer Services Product Management activities.
• Develop and control pricing and licensing, in cooperation with the Finance, Planning and Analysis Manager
• Monitor competitive developments and activity to provide accurate positioning of current and future Customer services products from commercial perspective
• Monitor sales /CRM information system
• Develop bundling, licensing and pricing strategies for global deployment and implementation
• Ensure effective and coordinated Customer Service product launches with high market impact
• Plan and support Customer Service product marketing /promotional events in the regions (such as Seminars), and incentive programs
• Plan and ensure implementation via the regions of the agreed level of sales coverage, to ensure that Company Customer Service products/solutions are considered by customers during their buying processes
Launches on-time, on-budget and on-quality
Sales coverage by territory agreed and implemented via the Regions
Pricing and sales strategy implemented and maintained up-to-date
Management and functional meetings regularly held and minuted
Customer Satisfaction survey
Partner (Channel) Satisfaction survey
Sales Bookings, GAAP Revenue, gross profit and net profit of Product-related Customer Services (including SLA) globally
Return on Investment plans, time-to-profit plans achieved
Education:
High Degree in Business, IT or High Degree in another area plus additional education in Product Management/Product Marketing/Business Administration, OR alternatively 4+ years’ experience as an expert in IT with special focus on Customer Services
Experience:
Not less than 3 years’ experience in IT Marketing, IT Channel Sales , Customer Services or Support
Professional Knowledge and Skills:
Deep understanding of IT market, IT Channel Sales, Customer Services, Service Management, Service Marketing,
Understanding of business environment
…..
Personal Skills:
e.g. Communication Skills, Personal Discipline , Structured and Process-Driven Approach, Effective Implementation Skills, Change Management Skills, Leadership skills, Team player, Coaching Skills, Inter-Cultural Management, Planning Skills, Resilient under Stress, Innovative
Others:
English – upper-intermediate
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