Maintenance Service Manager
1. Ensures and monitors that Care contractual commitments are met and maintained, regularly reviewed and agreed with customer. Looks continuously for service quality and customer satisfaction improvement.
2. Leads Care contract lifecycle, ensuring proper and timely: 1/ contract handover from Sales and/or Delivery (i.e. Network Integration, System Integration) to Care phase, 2/ services delivery team readiness (even including 3rd party services and products), 3/ contract renewal (or extension) and closure.
3. Acts as primary interface towards the customer for activities and issues related to the scope of owned Care contract(s), even including customer complaints, corrective actions and changing requirements.
4. Builds customer intimacy and trust, contributing to identification and creation of up-selling opportunities
5. Contributes to pre-sales and sales/tendering processes into Care deals plan phase.
6. Provides accurate financial forecast (Care direct costs, risk contingency) and financial internal reporting of owned Care contracts.
7. Monitors and controls that the contract deliverables are provided within the approved budget, profitability forecast, planned scope and expected quality. Takes corrective actions for underperforming contracts.
8. Ensures Care services revenue recognition (ensuring proper purchase orders booking and triggering invoicing process)
9. Guarantees that data quality in all Care information systems reflects reliably the contract obligations, even including customer entitlement, contractual state of customer installed base and project financials.
10. Prepares and executes an effective communication plan to customer and to all relevant internal stakeholders. Ensures proactive communication of relevant information for set-up and continuity of services (e.g. Care plan, End Of Life / End Of Services and retrofits).
11. Contributes to the agreed support processes (i.e. approves, tailors and communicates customer outages reports; triggers management escalation process; may take the lead in customer communication in case of severe incidents and outages)
12. Leads deployment of Software Upgrade Service (SUS), when applicable (i.e. when included into BG’s Care portfolio and/or included into Care contract).
Competences:
- Customer Focus & trust building
- Accountability for results internally and to customer
- Project Management
- Change Management
- Quality Management
- Risk Management
- Cost Management
- Fluent and convincing communications
- Positive attitude
- Consultative Selling
- Care Operation Management
- Care Planning, Reporting & Process Knowledge
· Understanding the political landscape in the customer’s environment.
