Service Manager France

SOA People; Lyon; Sur place; EUR 45 000 - 65 000; Plein temps

Résumé du poste

A leading IT service provider in Lyon is looking for a Service Manager to oversee service responsibilities including customer relationship management, project execution, and quality assurance improvements. Candidates should have strong project management skills and the ability to navigate contractual issues. This role offers opportunities for professional growth in a supportive environment.

Qualifications

• Strong relationship building skills with customers.
• Experience in project management and service management.
• Ability to handle escalations and quality issues.

Responsabilités

• Grow customer relationship and SOA People business.
• Manage mini-projects and present proposals to customers.
• Deal with contractual and invoicing issues.

Description du poste

Overview

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).

Responsibilities

• 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: "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 (BDMs) 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.

Qualifications / Key Abilities

• Key abilities (as listed in the original description).