Exposed to IT managed services environment
Be influential
In this exciting role, you will act as the Single Point of Escalation for Singapore. The role has primary responsibility for the country Services P&L and liaises with other departments such as Delivery Operations Managers, Services Parts, Sales, Finance and other parts of the organization as required to provide financial outlook data on a monthly basis as well as overseeing profitability for the country. The role will take the lead for customer escalations and if these cannot be resolved will escalate them to the Services General Manager.
Major Responsibilities
Customer Relations
Develop and maintain working relations with key customers in designated territory.
Advise customers about service and service delivery, including maintenance agreements and SLAs.
Respond to customer opportunities, issues and complaints in a timely manner.
Be responsible for Service Account Management
Quarterly visits to each assigned customer at the customer’s request
Develop relationships and interact with internal customers.
SLA Performance
Monitor SLA performance against target for territory.
Perform root-cause analysis and preventive measures for repeated escalations.
Analyze issues for missed targets and implement corrective actions.
Solve escalations due to resource problems
People Management
Ensure an environment that promotes effective communications, positive employee relations and teamwork.
Motivate, empower, develop and, as appropriate, recognize and reward individual and team achievements.
Conduct hiring activities, which includes headcount approval, job posting, interviewing, selection, and on-boarding activities.
Monitor performance improvement issues and provide appropriate coaching and counseling.
Execute the performance management process, which includes objective setting, development planning and quarterly/annual performance reviews.
Conduct individual and team meetings on a regular basis.
Balance tiered workforce in order to successfully deliver service to customers (U.S. and Canada only).
Plan and manage vacation and training schedules effectively to meet daily availability goals.
Financial Management
Promote and manage time-and-material (T&M) activities.
Manage expenses effectively (overtime, parts, assets).
Be responsible for physical assets including tools, test equipment, vehicles, etc. and service parts, both assigned (PPK) and loaned (issued on a work order).
Manage parts usage and service parts returns including surplus stock, loaned parts and PPK adjustments.
Contribute to the review and revision of appropriate parts inventory levels.
Manage employee-related and miscellaneous expenses.
Maintain existing maintenance bases while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities.
Manage accounts receivable issues.
Essential Requirements
Bachelor’s Degree in IT or Business
At least 10 to 12 years of related business experience in managed services and in leadership capacity
1-2 years related business experience within Services
Knowledge of project management methodologies and tools
Prior Financial experience or use of spreadsheets for ROI, business case and /or tracking
Demonstrated financial/analytical/planning skills gained through formal education, certification and work experience
Results oriented
Strong technical or functional expertise
Excellent written and oral communication skills
Exhibits a strong sense of urgency
Ability to travel as needed based on business needs
Ability to manage a changing environment
Ability to assess situations and make appropriate decisions to meet competing demands.
Remain as up-to-date as possible on industry products and trends.
Perform rotational on-call duties as required
Ability to manage daily communication such as e-mail and voice mail and respond in an appropriate timeframe.
