Service Manager France

The role

Service Management of all RTS Business (end-to-end) (Functional support, mini-projects, technical support & License maintenance)

Initiation of Services
SLA Assurance Plan
Organize initial assessment & Knowledge transfer
Project Management of the transition project
Service Meetings
Monthly or Quarterly
Grow customer relationship & SOA People business with customer (also RTB/RTP)
Dealing with escalations & quality issues
Mini Projects
Identify “bigger” work or tickets which require a more project approach
Make a mini-project proposal (approach, timing, budget) and get approval from the customer
Manage execution of the mini project (resourcing, follow-up, PM and QA)
Contract Management
Dealing with contractual & invoicing issues (including collections)
Continuous improvement
Action plans after escalation or quality incident
TCO program (included in Premium Service)
“Management” view & analysis of tickets to formulate recommendations (Service Meetings)
Innovation
Annual “Innovation” workshop
Enhancement Packs & Innovations from SAP (e.g. new Support Models & use of SOLMAN)
“Thought Leadership” & become a trusted advisor (e.g. ITIL Best Practices) (for customers offering add-on sales potential)

Commercial Development of the customer base

Support Business Development Managers (BDM’s) in selling RTS
Early prospect visits to position RTS & qualify an opportunity for Large Accounts
Proposal creation & presentation
Cost model set-up & approval
Contract preparation
Initiation of services
Commercial development of existing customers
Support the account manager in identifying additional opportunities and the development of Account Plans
Support the execution of these account plans

If you believe you have what it takes, then this could be a great way to progress your career into something truly special.

Key abilities