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