Service Account Delivery Manager_Algeria based

Scope and Purpose:

• The Service Account Delivery Manager is responsible for overseeing and managing all service-related aspects from the implementation, to the maintenance-phase of G+D Solution projects, providing input in regards to service delivery to other project stakeholders in the offer phase, ensuring service readiness, supporting a seamless hand-over of the customer solution to the service delivery engine to ensure a smooth start the service operation with the site acceptance and overseeing the delivery in the after sales phase.

• This role is critical in defining the service delivery strategy that complements the overall project objectives, managed by the Service Offer Manager and Solution Project Manager. The Service Account Delivery Manager ensures that the services are implemented and meet the highest standards of quality and efficiency, ultimately enhancing customer satisfaction and project success.

• The role requires close collaboration with Service and Solution Sales.

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.
    • Providing input for service related costing.
    • Collaborate with Service Offer Manager in Service Sales to ensure alignment between the service models, service pricing and the overall project deliverables.
  • 3rd Party Service Supplier and Service Subcontractor Selection:
    • Directing requirements for a 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 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.
    • Initiating back-to-back agreements with suppliers according to the defined service delivery model for each solution element.
    • Establish delivery processes based on 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:
    • Providing technical input for drafting and finalizing contracts with selected subcontractors, ensuring all service specifications and quality standards are clearly defined.
    • Work closely with 3rd Party Service Product Manager, regional Subcontractor Manager, Legal and Purchasing department to ensure contracts are comprehensive and protect the interests of the organization.
  • Ramp-up of Service Employees:
    • Oversee the recruitment and onboarding process for service team members.
    • Ensure that 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 G+D Training Curriculum wherever possible.
    • Coordinate and oversee the execution of training sessions, ensuring that all service employees are equipped with the necessary skills and knowledge.
  • Trainings for Customers:
    • Identify training needs for customers.
    • Coordinate and oversee the execution of training sessions, ensuring that the customer is trained for all relevant components. Leverage the G+D Training Curriculum and Global Training infrastructure wherever possible.
  • Coordination of Installation Related Tasks:
    • Coordinate, plan and manage the installation of the G+D Solution in close alignment with the Solution Project Manager.
    • Oversee the onsite service teams to ensure that 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 implementation phase.
    • Provide input to project reports on service status, challenges, and achievements.
  • Feedback and Improvement:
    • Plan and conduct with reached SAT (Site Acceptance Test) the project closure process including the required lessons-learned activities.

• Warranty and after warranty phase

  • Service Initialization:
    • Monitoring the closure of open items from project phase to completely hand-over the solution into a maintenance phase.
    • Assist the Field Service, Support and Backbone Operation teams during Hyper Care phase.
    • Implement continuous improvement initiatives to enhance service quality and customer satisfaction.
  • Performance Management:
    • Coordination of all activities needed to deliver committed service scope with high performance.
  • Customer Management:
    • Interface to 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 contract negotiation and renewal phase
    • Setting Up and providing Service Fulfillment and commercial related Contract reporting based on committed scope
  • Key Performance Indicators - KPI (generic), individual targets will be agreed yearly
    • Financials
    • (To succeed financially, what should we deliver to our stakeholders?)
    • Target Margin per annum overachieved [%] + [€]
    • Operational
    • (To satisfy our shareholders and customers, what business processes should we excel at?)
    • Project completion within scope, timeline and quality
    • Field Service and Support Delivery – Global KPIs
    • Customer Satisfaction
    • (To achieve our vision, how should we appear to our customers?)
    • Successful Site Acceptance (SAT)
    • Customer Satisfaction (C-SAT) Index

Requirements:

• Personality / Skills / Professional Qualification & Experience

• Bachelor’s degree in Engineering, or a related field

• Certification in Project Management

• Ability to lead and manage teams, to administer relationships as well as influence and manage subcontractors and suppliers effectively

• 10+ years experienced in Automation systems and projects and technically proficient in Automation systems

• Proven track record in setting up services in complex, multi-OEM projects

• 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 deliver high service performance consistently

• Excellent interpersonal and communication skills to interact with customers, team members, and other stakeholders

• Fluency in written and spoken English and French