Global Service Manager

Job Title - Global Service Manager

Reporting To -Global Business Development Manager

Role Purpose:

Take charge of the end-to-end service offering for allocated accounts, ensuring utmost customer satisfaction. This role involves a hands-on approach, encompassing pre-sales support, financial control, operational oversight and effective escalation management.

Key Responsibilities:

• Provide pre-sales support to aligned sector sales specialists on global opportunities, including pricing, geographical capability analysis, and billing processes.
• Generate both simple and complex quotations for existing customers.
• Onboard new customers by obtaining necessary handover information from sales specialists, project managing the setup, and overseeing service implementation, with a focus on issue resolution.
• Fully accountable for delivering services to customers as per agreements, proactively ensuring all KPIs/SLAs are met, or exceeded, and taking corrective action where necessary.
• Conduct regular recorded service review meetings, preparing and presenting current performance.
• Act as the primary point of contact for issue resolution and take responsibility for contract profitability to agreed levels.
• Review fee management reporting and monthly CPR, aiming for all customers to achieve agreed margin levels.
• Approve invoices, liaising with the Global Commercial Controller before finalization.
• Receive and act on service requests from customers, ensuring customer reporting aligns with SoW requirements.
• Maintain the Service Allocation Forecast Spreadsheet (SAF) Document to measure specific areas, including SoW, RPI, forecast for the next three months, converting customers to MyData, and assessing margin levels.
• Monitor the performance and workload of the Global Coordination team to prioritize tasks and meet customer expectations/deadlines.
• Manage and implement changes to service with SOW/CCN management for allocated customer accounts.
• Develop current business streams while collaborating with Sales Specialists on new complex business opportunities.

Performance Indicators:

• Achieve goals set in the annual employee performance review.
• Maintain agreed margins for all assigned customers (Contract Profitability Report).
• Ensure customer satisfaction with minimal involvement from the Global Business Development Manager (Customer Satisfaction Status).
• Satisfactory management of all aspects of service for assigned customers (SoW/ RPI/ rev/ margin/ trends/ forecast/ opportunities) using the SAF. Knowledge, Skills & Experience:
• Knowledge of the ITAD industry (preferred but not essential).
• Experience in working directly with international customers or suppliers (preferred but not essential).
• Ability to multitask across various tasks for numerous customers (essential).
• Organized approach to ensure timely completion of all required tasks (essential).
• Intermediate/advanced Excel skills (essential).
• Experience and confidence in dealing with customers, managing queries, and escalations in a professional and polite manner (essential).
• Team player with the ability to collaborate with others to achieve common goals (essential)
• Keen eye for detail, particularly for the accuracy of quotations and assessing reports (essential).

This job description is intended to convey information essential to understanding the scope of the Global Service Manager and is not an exhaustive list of skills, efforts, duties, or responsibilities associated with it.

Putting Customers First

• Is always results orientated - delivers what is needed, when it is needed and overcomes barriers
• Keeps the customer at the heart of everything they do - even when faced with uncertainty and pressure
• Listens to the customer carefully, manages and meets their expectations
• Recognises and takes immediate steps to handle an issue or potential problem or lets the right people know about it

Being Straightforward

• Communicates and/or presents effectively to small groups
• Shares information openly with others
• Probes and identifies underlying causes of issues before suggesting solutions
• When appropriate, involves others before making decisions

Keeping Promises

• Focuses on problem prevention first, then problem solving
• Is committed to highest priorities, objectives and manages expectations
• Expresses an appropriate sense of urgency to deliver key results on schedule

Understanding People Matter

• Develops and maintains collaborative relationships
• Considers the impact of own behaviours and actions on others
• Actively seeks out the involvement of others and adjusts own approach if needed
• Perseveres and maintains self motivation and work standards even in adverse conditions

Considering The Long Term

• Strives to make plans that are aligned to the long-term business objectives
• Actively seeks opportunities to deliver better services
• Creates and applies new ideas, initiatives and solutions into daily work

Inspiring Success

• Takes responsibility and drives own development
• Pro-actively contributes to team performance
• Seeks a balance between benefits, costs and risks
• Learns from mistakes and reviews learning points to make improvements for the future
• Influences and persuades to achieve a successful joint outcome