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DIRECTOR, PROFESSIONAL SERVICES (HUGE MNC)
Responsibilities:
• Manage, Lead development on new Professional Services team and service offerings. Identify, justify, and prioritize new service offerings.
• To keep abreast of technology developments / trends and competitive environment and develop new Professional services / features to ensure market relevance and meet changing customer needs.
• Responsible for overall Service development schedule and execution – this includes identifying market demand, feature definition, developing business cases, forming implementation teams, identifying additional competencies and skillset requirements, development of service templates / Statement of Works / service contracts and deliverables, process development based on ITSM reference model or ITIL, project scoping and fulfillment methodologies, costing, go to market strategies, etc.
• Build effective teaming relationships with all pertinent cross-functional service and business units to create Core & Extended Teams and drive successful program completion. To ensure consistency of service to customers at all times and continuously improve the levels of service.
• Develop high impact sales materials and collateral to enable effective customer engagement.
• Develop and implement strategies to grow revenue from specific customer segments across domestic and international markets. To develop good relationships with key clients and be able to develop new business opportunities.
• Proactively identify, work and escalate issues during the planning, implementation and deployment phases that impact service delivery, costs, and customer service levels by facilitating development of corrective action plans.
• Manage risks and issues to ensure that all offerings launched meet and/or exceed delivery and customer experience metrics as defined and agreed to in the final Business Contract.
• Responsible for the Profit and Loss of the Professional Services Business. Optimize cost structure (internal & external), product profitability and customer value.
• Develop functional specifications to initiate and co-ordinate projects with Information Systems (IS) departments and related stakeholders for construction or enhancement of IS infrastructure and programs. E.g. Pegasus, FRMS, etc
• Management, professional development and mentoring of professional services staff. To also control team utilization in supporting multiple projects.
• Achieve key value drivers, operating revenue and Service margin targets.
• Develop service development roadmaps detailing market relevant plans for new services / features / enhancements and achieving service launch target timeframes.
• Set and ensure that service quality targets are met through SLAs with internal and external stakeholders.
• Ensure regular reviews to maintain price competitiveness.
• Ensure that customer satisfaction targets are met.
• Guide and motivate the team to achieve the desired results.
Requirements:
• Bachelors Degree or Postgraduate (MBA)
• 6-8 years working experience
• Knowledge of the Infocomm and Managed Services industries will be advantageous.
• Knowledge of Managed Hosting, Managed Services, IT and WAN technologies, as well as IT service management tools, Network and System infrastructure, IT Management and IT Operations Processes.
• Knowledge of domestic and international telecommunications services will be advantageous.
• Contract Formulation and Negotiation.
• Relationship Management and Governance.
• Transition and Transformation Management.
• Service and Delivery Management.
• Good analytical skills and ability to develop effective business cases.
• Professional Services experience.
• Good communications and interpersonal skills.
TO APPLY:
Interested candidates are invited to email a detailed copy of their resume in MS WORD format (including current & expected salaries) to: rich@manhattanasia.com
Only emailed resume in MS WORD format will be entertained.
(We regret that only shortlisted candidates will be notified)
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