Service Account Delivery Manager

eTalent Solutions is recruiting on behalf of one of its clients for a:

Service Account Delivery Manager

Purpose of the position:

The Service Account Delivery Manager is responsible for overseeing and managing all service related aspects from the implementation, to the maintenance phase.

Solution projects, providing input in regards to service delivery to other project stakeholders in the offer phase, ensuring service readiness, supporting a seamless hand over of the customer solution to the service delivery engine to ensure a smooth start the service operation with the site acceptance and overseeing the delivery in the after sales phase.

This role is critical in defining the service delivery strategy that complements the overall project objectives, managed by the Service Offer Manager and Solution Project Manager.

The Service Account Delivery Manager ensures that the services are implemented and meet the highest standards of quality and efficiency, ultimately enhancing customer satisfaction and project success.

The role requires close collaboration with Service and Solution Sales.

Role Description:

Offer Phase :

• Service Delivery Model Definition:

  • Develop and define a comprehensive service delivery model tailored to the projects specific needs and customer requirements.

  • Collaborate with Service Offer Manager in Service Sales to ensure alignment between the service models, service pricing and the overall project deliverables.

• 3rd Party Service Supplier and Service Subcontractor Selection:

  • Directing requirements for a supplier selection to ensure timely delivery of services and compliance with contractual terms in cooperation with the regional Subcontractor Manager.

  • Support the selection process, owned by Purchasing department, based on criteria such as capability, cost, quality, and reliability.

Implementation phase :

• Backup Service Related Tasks

• Subcontractor Contract Creation

• Ramp-up of Service Employees

• Trainings for Service Employees

• Trainings for Customers

• Coordination of Installation Related Tasks

• Site Acceptance Related Tasks

• Reporting and Documentation

• Feedback and Improvement

Warranty and after warranty phase :

• Service Initialization

• Performance Management

• Customer Management

• Single Point of Contact

• Contract Renewal

Requirements:

• Bachelor’s degree in Engineering, or a related field

• Certification in Project Management

• Ability to lead and manage teams, to administer relationships as well as influence and manage subcontractors and suppliers effectively

• 10+ years experienced in Automation systems and projects and technically proficient in Automation systems

• Proven track record in setting up services in complex, multi-OEM projects

• 5 years of experience in managing service delivery teams, including subcontractor selection, and contract management

• Extensive experience in dealing with customers and suppliers, including handling escalations and negotiations

• Ability to provide input on technical requirements and service specifications to meet service concept designs, cooperating with procurement, legal and sales teams

• Demonstrated ability to coordinate activities to deliver high service performance consistently

• Excellent interpersonal and communication skills to interact with customers, team members, and other stakeholders

• Fluency in written and spoken English and French