Manager Channel Service Management

Location MY-Penang
Job ID
Sri Sharmila Banu Dorai Raj
Position Level


A dynamic community of builders, doers and problem solvers, we each play a unique role - shaping new technologies, bringing solutions to market, and partnering with companies on the front line of business.

Being a part of Zebra means making your mark as we make digital transformation a reality.

It means growing into a leader at a leading company that makes a distinct difference - because together, we’ve only just begun.

Calling all Changemakers.


Zebra is waiting for you.

Join us as we transform the edge of the enterprise.


To lead a team of Channel Services Specialist to renew high volume, low value services contracts and improve POS attach services by working closely with channel partners and channel account managers.


Essential Duties and Responsibilities:


  • Manages the day-to-day activities of a team with the responsibility for budget planning, driving results, performance management, and supporting the development of staff and processes.
  • Owns all talent acquisition, development and management activities to support the team’s success
  • Lead team to improve services revenue by upsell, cross sell of value-add services and uncovered
  • base.
  • Collaborates with sales teams and customer support functions globally to ensure alignment. Identifies areas for improvement in renewals processes (focusing on high volume low value contracts) and global alignment. Recommends changes and enhancements that affect immediate organization.
  • Translates business objectives into actionable team goals. Assists in strategic decisions regarding global renewal strategies in cooperation with senior management.
  • Acts as an escalation point to analyze and interpret internal and external concerns. Estimates timeframes for complex projects and oversee the completion of assignments within specified time, quality, and cost parameters.
  • Ensures internal sales support within regions including quoting, sending out notifications, low  value deal tracking, forecasting, data analysis, and reporting.
  • Analyzes and prepares regular reports on renewal team performance and KPI’s.
  • Manages and champions trainings to improve knowledge of the team and partners ; ensures staff is properly trained and able to provide accurate and responsive solutions.  
  • Note: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, abilities, and skills required of personnel so classified.


Job Requirements:

  • Minimum Education:
    • Bachelor’s Degree


  • Minimum Work Experience (years):
    • 8 – 12 years including minimum 2 years management experience


  • Key Skills and Competencies:
  • Excellent written, oral, and interpersonal communication skills
  • Excellent ability to  manage renewal  pipelines and forecast accuracy
  • Advanced level skills in Microsoft business applications including Word, Excel and Outlook
  • Advanced level skills in data analytics and good understanding of artificial intelligence methodology
  • Can synthesize complex data into themes, stories and recommendations
  • Strong customer service values
  • Strong leadership skills coupled with a desire and ability for continuous learning and self-development
  • Fluent in English (and local language when applicable)
  • Advanced organization skills including workload prioritization and ability to work to deadlines
  • Advanced presentation skills
  • Advanced project management skills
  • Experience leading a team to successful business outcomes through strong talent and performance management practices. Formal management training preferred


Equal Opportunities:

Zebra is committed to offering equal opportunities and an inclusive & diverse working environment. Therefore we encourage applicants from all sections of the community

Zebra’s culture is encouraging and collaborative where employees are encouraged to learn and grow together. As we celebrate our 50th year, this is a phenomenal time to join us – we are excited to hear from you!


Zebra Benefit Package

We offer competitive pay, bonuses, benefits, career/personal growth and work/life programs to ensure that you are empowered to succeed as a member of the Zebra family

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