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France Service Operations Manager
Il y a 2 mois
Role Overview
Comprehensive Service Management for RTS Operations
This position encompasses the overall management of services related to RTS Business, ensuring seamless operational support, handling mini-projects, providing technical assistance, and overseeing license maintenance.
Key Responsibilities include:
- Initiating Services
- Developing and maintaining SLA Assurance Plans
- Conducting initial assessments and facilitating knowledge transfer
- Managing transition projects effectively
- Organizing Service Meetings on a monthly or quarterly basis
- Fostering customer relationships and expanding SOA People business with clients
- Addressing escalations and quality concerns
- Identifying larger tasks or tickets that necessitate a project-oriented approach
- Proposing mini-projects, including approach, timeline, and budget, and securing customer approval
- Overseeing the execution of mini-projects, including resource allocation, follow-up, project management, and quality assurance
- Handling Contract Management, including contractual and invoicing matters
- Implementing continuous improvement strategies following escalations or quality incidents
- Conducting TCO programs as part of Premium Service offerings
- Analyzing ticket data to provide recommendations during Service Meetings
- Driving innovation through annual workshops and enhancement initiatives from SAP, such as new support models and the utilization of SOLMAN
- Establishing thought leadership and becoming a trusted advisor by leveraging ITIL Best Practices for clients with potential for add-on sales.
Business Development Engagement
This role also involves supporting Business Development Managers (BDMs) in promoting RTS services. Responsibilities include:
- Conducting early prospect visits to position RTS and assess opportunities for Large Accounts
- Creating and presenting proposals
- Setting up and obtaining approval for cost models
- Preparing contracts and initiating services
- Developing existing customer accounts and assisting account managers in identifying further opportunities
- Supporting the execution of strategic account plans.
If you possess the necessary skills and experience, this role offers a significant opportunity for career advancement.
Essential Skills
