Job Role – Global Service Manager
Reporting To - Global Business Development Manager
Role Purpose:
Take charge of the end-to-end service offering for allocated accounts, ensuring utmost customer satisfaction. This role involves a hands-on approach, encompassing pre-sales support, financial control, operational oversight and effective escalation management.
Key Responsibilities:
* Provide pre-sales support to aligned sector sales specialists on global opportunities, including pricing, geographical capability analysis, and billing processes.
* Generate both simple and complex quotations for existing customers.
* Onboard new customers by obtaining necessary handover information from sales specialists, project managing the setup, and overseeing service implementation, with a focus on issue resolution.
* Fully accountable for delivering services to customers as per agreements, proactively ensuring all KPIs/SLAs are met, or exceeded, and taking corrective action where necessary.
* Conduct regular recorded service review meetings, preparing and presenting current performance.
* Act as the primary point of contact for issue resolution and take responsibility for contract profitability to agreed levels.
* Review fee management reporting and monthly CPR, aiming for all customers to achieve agreed margin levels.
* Approve invoices, liaising with the Global Commercial Controller before finalization.
* Receive and act on service requests from customers, ensuring customer reporting aligns with SoW requirements.
* Maintain the Service Allocation Forecast Spreadsheet (SAF) Document to measure specific areas, including SoW, RPI, forecast for the next three months, converting customers to MyData, and assessing margin levels.
* Monitor the performance and workload of the Global Coordination team to prioritize tasks and meet customer expectations/deadlines.
* Manage and implement changes to service with SOW/CCN management for allocated customer accounts.
* Develop current business streams while collaborating with Sales Specialists on new complex business opportunities.
Performance Indicators:
* Achieve goals set in the annual employee performance review.
* Maintain agreed margins for all assigned customers (Contract Profitability Report).
* Ensure customer satisfaction with minimal involvement from the Global Business Development Manager (Customer Satisfaction Status).
* Satisfactory management of all aspects of service for assigned customers (SoW/ RPI/ rev/ margin/ trends/ forecast/ opportunities) using the SAF.
Knowledge, Skills & Experience:
* Knowledge of the ITAD industry (preferred but not essential).
* Experience in working directly with international customers or suppliers (preferred but not essential).
* Ability to multitask across various tasks for numerous customers (essential).
* Organized approach to ensure timely completion of all required tasks (essential).
* Intermediate/advanced Excel skills (essential).
* Experience and confidence in dealing with customers, managing queries, and escalations in a professional and polite manner (essential).
* Team player with the ability to collaborate with others to achieve common goals (essential).
* Keen eye for detail, particularly for the accuracy of quotations and assessing reports (essential).
This job description is intended to convey information essential to understanding the scope of the Global Service Manager and is not an exhaustive list of skills, efforts, duties, or responsibilities associated with it.
On-site parking Free Parking
Staff events throughout the year
Employee Assist Platform (including virtual GP service, along with a savings and discount platform)
Internal & External training opportunities
Enhanced maternity pay
Company sick pay
Onsite Subsidized Canteen
Job Types: Full-time, Permanent
Work Location: In person