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France Service Operations Manager

Il y a 2 mois

Lyon, Auvergne-Rhône-Alpes, France SOA People Temps plein

Role Overview

Comprehensive Service Management for RTS Operations (end-to-end)

- Functional support and technical assistance
- Management of license maintenance
- Initiation of services and SLA assurance
- Conducting initial assessments and facilitating knowledge transfer
- Overseeing transition project management
- Organizing service meetings on a monthly or quarterly basis
- Fostering customer relationships and expanding SOA People business
- Addressing escalations and quality concerns
- Identifying larger tasks requiring a project-oriented approach
- Proposing mini-projects with detailed plans (approach, timeline, budget) and securing customer approval
- Executing mini-projects with effective resource management and quality assurance
- Handling contract management and resolving invoicing issues
- Implementing continuous improvement strategies
- Developing action plans post-escalation or quality incidents
- Managing the Total Cost of Ownership (TCO) program as part of Premium Service
- Analyzing ticket management for service meeting recommendations
- Leading annual innovation workshops and exploring enhancement packs from SAP
- Establishing thought leadership and becoming a trusted advisor by leveraging ITIL best practices for additional sales opportunities.

Business Development Support

- Collaborating with Business Development Managers (BDMs) to promote RTS
- Conducting early prospect visits to position RTS and qualify opportunities for large accounts
- Creating and presenting proposals
- Setting up and approving cost models
- Preparing contracts and initiating services
- Driving commercial development for existing clients
- Assisting account managers in identifying new opportunities and developing account plans
- Supporting the execution of these strategic account plans.

If you possess the necessary skills and expertise, this role presents an excellent opportunity for career advancement.

Essential Skills