Service Account Delivery Manager

About the Role / About the Job
The Service Account Delivery Manager is responsible for overseeing and managing all service-related aspects from the implementation to the maintenance phase of the company Solution projects. This role involves providing input regarding service delivery to other project stakeholders during the offer phase, ensuring service readiness, and supporting a seamless hand-over of the customer solution to the service delivery engine. The manager ensures a smooth start to the service operation, including site acceptance, and oversees delivery during the after-sales phase. This role is critical in defining the service delivery strategy that complements overall project objectives, as managed by the Service Offer Manager and Solution Project Manager. The Service Account Delivery Manager plays a key role in ensuring that services are implemented to the highest standards of quality and efficiency, ultimately enhancing customer satisfaction and project success. Close collaboration with Service and Solution Sales is essential in this role.

Roles & Responsibilities

• Offer Phase:
  • Service Delivery Model Definition:
    • Develop and define a comprehensive service delivery model tailored to the project's specific needs and customer requirements.
    • Provide input for service-related costing.
    • Collaborate with the Service Offer Manager in Service Sales to ensure alignment between service models, service pricing, and overall project deliverables.
  • 3rd Party Service Supplier and Service Subcontractor Selection:
    • Direct requirements for supplier selection to ensure timely delivery of services and compliance with contractual terms in cooperation with the regional Subcontractor Manager.
    • Identify and evaluate potential subcontractors who can meet the project's service requirements in alignment with the 3rd Party Service Product Manager and the regional Subcontractor Manager.
    • Support the selection process, owned by the Purchasing department, based on criteria such as capability, cost, quality, and reliability.
• Implementation Phase:
  • Backup Service Related Tasks:
    • Interface Management for all service-related aspects between onsite teams (Field Service) and remote teams (Care Center, Service Sales, Service Backbone Operation) during the buildup phase.
    • Initiate back-to-back agreements with suppliers according to the defined service delivery model for each solution element.
    • Establish delivery processes based on the decided legal setup for Order Management, 3rd Party services, Training, and adaptation services in cooperation with Service Backbone Operation, leveraging standard wherever possible.
    • Assure optimized service inventories in cooperation with Service Backbone Operation.
  • Subcontractor Contract Creation:
    • Provide technical input for drafting and finalizing contracts with selected subcontractors, ensuring that all service specifications and quality standards are clearly defined.
    • Work closely with the 3rd Party Service Product Manager, regional Subcontractor Manager, Legal and Purchasing departments to ensure contracts are comprehensive and protect organizational interests.
  • Ramp-Up of Service Employees:
    • Oversee the recruitment and onboarding process for service team members.
    • Ensure service teams are appropriately staffed to meet project demands and timelines.
  • Trainings for Service Employees:
    • Identify skill gaps and develop training programs to enhance the competencies of service employees (internal and external), leveraging the company Training Curriculum wherever possible.
    • Coordinate and oversee the execution of training sessions, ensuring all service employees are equipped with necessary skills and knowledge.
  • Trainings for Customers:
    • Identify training needs for customers.
    • Coordinate and oversee the execution of training sessions, ensuring that customers are trained for all relevant components, leveraging the company Training Curriculum and Global Training infrastructure when possible.
  • Coordination of Installation Related Tasks:
    • Coordinate, plan, and manage the installation of the company Solution in close alignment with the Solution Project Manager.
    • Oversee onsite service teams to ensure installations are completed on time and meet all quality standards.
  • Site Acceptance Related Tasks:
    • Ensure the successful transition from project to maintenance phase for all service-related tasks.
    • Manage the handover of responsibilities from the solution to the service team.
  • Reporting and Documentation:
    • Maintain comprehensive documentation of all service processes and adjustments made during the implementation phase.
    • Provide input to project reports on service status, challenges, and achievements.
  • Feedback and Improvement:
    • Plan and conduct the project closure process after achieving the Site Acceptance Test (SAT), including the required lessons-learned activities.
• Warranty and After Warranty Phase:
  • Service Initialization:
    • Monitor the closure of open items from the project phase to completely handover the solution into a maintenance phase.
    • Assist the Field Service, Support, and Backbone Operation teams during the Hyper Care phase.
    • Implement continuous improvement initiatives to enhance service quality and customer satisfaction.
  • Performance Management:
    • Coordinate all activities needed to deliver committed service scope with high performance.
  • Customer Management:
    • Interface with the customer for technical discussions.
    • Manage customer escalations and drive timely solution deliveries using the entire backup organization.
  • Single Point of Contact:
    • Overall coordination of delivering committed scope with respective delivery units (Field Service, Support, Training, Repair, Order Management, Adaptation).
  • Contract Renewal:
    • Support Service Sales during the contract negotiation and renewal phase.
    • Set up and provide Service Fulfillment and commercial-related Contract reporting based on committed scope.

Requirements

• Bachelor's degree in Engineering or a related field.
• Certification in Project Management.
• Ability to lead and manage teams, administer relationships, and influence/manage subcontractors and suppliers effectively.
• 10+ years of experience in automation systems and projects, technically proficient in automation systems.
• Proven track record in setting up services in complex, multi-OEM projects.
• More than 5 years of experience in managing service delivery teams, including subcontractor selection and contract management.
• Extensive experience in dealing with customers and suppliers, including handling escalations and negotiations.
• Ability to provide input on technical requirements and service specifications to meet service concept designs, cooperating with procurement, legal, and sales teams.
• Demonstrated ability to coordinate activities to consistently deliver high service performance.
• Excellent interpersonal and communication skills to interact with customers, team members, and other stakeholders.
• Fluency in written and spoken English and French.