Services Manager

Profession:

Services

Job Name:

Services Manager

Job Purpose:

The Services Manager is responsible for the end-to-end delivery of customer projects. They are accountable for all services delivery for a portfolio of accounts and act as a single point of contact for those clients during the Day 1 phases. This includes implementation, rollout, and delivery of products and services, solution adaption, as well as business development and generating new business jointly with the sales team. They are accountable for the Project Managers and Program Managers assigned to them including mentoring, supervision, and professional growth of their assigned team.  In addition, the Services Manager will be responsible for the end-to-end customer experience for a strategic customer; accountable for all services and support aspects of the account and act as a single point of contact for the client across Day 1 and an escalation point for Day 2 production support issues.

Main Responsibilities

and Deliverables:

1.

Drive timely project execution and closure for invoicing and revenue recognition per the revenue forecast.

2.

Ensure implementation of projects per client requirements.  Present reports in stakeholder meetings for strategic account.

3.

Contribute to team efforts to continually improve services delivery methodology and tools including TeamLine.

4.

Work with project manager to plan and schedule various steps of project development to keep within the client deadlines. Coordinate staff strength and resources available in the organization per project requirements.

5.

Coach staff in project management best practices.  Ensure adherence to published policies and procedures.

6.

Manage performance and development of the assigned staff.  Recruit new staff members as needed.

7.

Partner with Services Sales to identify and cultivate opportunities to sell Services within the portfolio of accounts.

8.

Partner with Sales Exec for strategic account to improve & maintain long-term customer satisfaction while driving additional Sales and Services.  Become their trusted advisor.

9.

Partner with the Support Organization for strategic account to ensure the assistance provided is aligned with the customer priorities.  Help coordinate issue review and assist in the escalation of issues within the NICE support structure.

Qualifications / Education:

• Strong knowledge about client service
• Good management and leadership abilities
• Excellent communication and presentation skills
• Ability to grasp the requirements of clients and ensure they are addressed through the project execution
• Strong knowledge of Project Management practices and Professional Services delivery
• Ability to review project risk factors and suggest alternative solutions
• In-depth project management and technical experience
• Ability to identify when customer need translates into opportunity for selling additional Services
• Adept at tactfully navigating difficult situations and conversations when customer need does not align with company position

Professional Capabilities

• Directed in several aspects of work. Relies on more experienced team members, seeks professional guidance

• Regarded as a professional that requires minimal supervision and informally mentors other team members
• Able to partner, align and coordinate internally and externally

• Regarded as a Subject Matter Expert
• Able to align and work with other executives, constantly influencing others
• Mentors Services Managers in Stages I and II

• Owns the professional area
• Regarded as a Subject Matter Guru
• Owns end-to-end relationships with top tier accounts
• Able to align and work with C-Level Executives and lead complex people engagement
• Mentors Services Managers in all other stages

Personal leadership

• Collaborates with team members to achieve results
• Manages in complex environments, in matrix organizations, and with major customers
• Leads the team and processes on time-on budget-on quality

• Actively engages others in work processes to expand and broaden professional domain knowledge
• Leads in highly complex environments, in matrix organizations, and with major customers

• Influences others to achieve professional advancement
• Effectively manages complexity and change in his/her professional domain
• Manages NICE customers, and teams with large internal teams
• Develops, drives, and contributes the team

• Influences within and across domains to promote the professional domain
• Expands system knowledge and capabilities
• Manages strategic NICE customers, teams, global or Tier 1 customers with large internal teams
• Develops, drives, and contributes to a high-performance team

Business Impact

• Follows pre-allocated task and processes, may contribute to definitions
• Sound business and financial understanding
• Experience in partnering with clients
• Customer satisfaction
• Revenue delivery
• Support SLA
• Value realization
• Identify Services business opportunity

• Holds full domain responsibility
• Displays conceptual thinking and professional discretion in domain
• Applies independent judgment
• Excellent business and financial understanding
• Experience in partnering with clients to deliver added value at every touch point of project execution

• Applies ongoing professional discretion
• Problem solves in new settings
• Proactively seeks for improvement within and across domain
• Experience in partnering with clients to deliver high-level added value at every touch point of project execution

• Proactively seeks synergies that contribute to overall company business
• Takes broad external and internal perspectives into account
• Proven vertical expertise