Senior Manager Service Delivery

SG
Job ID
44738
Function
Operations

Overview

Leads the Zebra APAC Support Customer Experience Management team responsible for creating a single point of contact in managing the support experience for Zebra’s regional key accounts.  Drives the strategy, implementation and operations of regional key account support including responsibility for services agreement renewals, service level management and regional sales alignment.  Partners with regional and global sales teams, support and repair operations team and global services offer management to ensure key accounts expectations are exceeded and service growth is enabled.

Responsibilities

  1. Drives the development, execution and operations of regional Zebra support management process across key accounts
  2. Sets regional and regional goals and objectives for support service levels for key accounts
  3. Owns and ensures overall Executive satisfaction for an end to end escalation management for executives of key accounts
  4. Sets strategic business direction and works with the clients steering committee for forecasting needs
  5. Provides business direction for CEM, SDM and other extended team members
  6. Drives executive Operations Reviews
  7. Leads Regional Customer Support Experience Management team to drive regional operations to ensure service levels and renewal objectives are achieved
  8. Manage support service levels and reporting to key “Gold” clients
  9. Execute / close large, key account support service renewal contracts in partnership with Global renewals team
  10. Regional sales enablement – support regional support and managed service offer rollout as an extension of the Services offer management process
  11. Drive support PoS attach Support Service initiatives / programs with sales leadership
  12. Identify and drive region-specific operational process improvement opportunities in conjunction with Global Support and Repair leads
  13. Partners with managed services Customer Experience Management team to ensure an integrated service experience is delivered to Named accounts
  14. Performs other duties as assigned.

 

 

 

Qualifications

  1. 8+ years experience required in similar leadership role.
  2. Bachelor’s degree.
  3. Experience in managing multi-country teams.
  4. Proven ability to lead customer focused teams resulting in improved service levels and revenue growth
  5. Demonstrated success in leading teams responsible for key client relations and executive relationship management

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