Service Delivery Manager, Principal
Tokyo, JP
3 日前

Position Summary

The Infor Managed Services SDM reports to the VP, Managed Services, APJC, and is responsible for the delivery of IMS services, to clients, by coordinating internal delivery and project resources.

To build out the Managed Services business in APJC, with specific focus on helping sales close client opportunities and liaise with internal Infor resources to deliver IMS services to those new clients.

To meet and exceed sales revenue and profitability targets. To manage pricing, proposal generation and coordinate other operational aspects to ensure the success of all sales and delivery activities.

To work with existing clients to extend the scope of their original engagement to grow revenue and profitability.

The Infor SDN must have an ability to whiteboard and close sales, and also provide pricing advice and high-level solutions advice to close deals with target customers.

This will assist Infor in growing its revenues and profitability. This role is centered on helping close deals in its particular geography and managing client relationships that ultimately commit an incremental amount of revenues to the Infor business.

Job Objectives

  • Manage IMS contract completely and the delivery of it to clients, working with internal teams
  • Assure that all contracted services are delivered according to IMS contract and in the tactical and operational procedures and agreements (limited to the scope of the IMS contract)
  • Work with one or more Service Operations Managers ( SOM’), Resource Planners as well as with 3rd parties, to make delivery teams, 3rd parties and individual people work smoothly together
  • Ensure that the right quality of service is achieved, including regular quality audits and taking ownership for process improvements - while maintaining standards as set by the organization
  • Drive continuous improvement processes on the contracts by initiating and managing Service Improvement Plans (SIPs) and resourcing plans to manage the IMS contracts on quality, efficiency and margin
  • Be the first escalation point for customers, for SOMs, for 3rd parties, as well as for the ICS organization related to IMS delivery
  • Execute Contract Management activities to assure timely contract renewals and maintaining all IMS contract related documentation and a customer specific Dossier Agreements and Procedures (DAP)
  • Reporting and control activities, both externally as well as internally, including delivery of internal dashboard(s) and other required reports
  • Initiate and attend tactical level internal and external meetings according to the governance model as agreed with customer
  • Host internal and external auditors, by collaboration and delivery whatever is reasonable to achieve audit goals
  • Design and plan the delivery of additional IMS services to clients, as needed
  • Contribute to IMS business development opportunities and IMS contract revenue growth, by supporting ICS sales independently on content and budgeting aspects
  • Work to secure reference clients through customer service excellence
  • Duties and Responsibilities

    Delivering IMS services to clients

  • Work with Internal Infor resources and client resources to ensure delivery of IMS services to clients
  • Accountability for the targets and objectives as set for the specific region, specifically as they relate to client deployments and general customer satisfaction
  • Be able to influence IMS programs and improve the IMS APJC market share, revenues and profitability
  • Play an active part in business reviews and planning sessions with clients and the Infor team both locally and internationally
  • Prime responsibility of client service delivery
  • Sales Attainment

  • Achieve quarterly revenue goals as set by Infor
  • Develop plans that consistently result in IMS APJC exceeding pre-determined client delivery, sales and revenue goals
  • Proactively monitor trends and progress against targets on a regular basis to ensure that appropriate tactics / strategies are put in place to stay in line with attainment of quarterly goals.
  • Continually review pricing and cost inputs from internal teams to ensure profitability and growth is maintained
  • Leadership

  • Motivate everyone you interact with to be an active contributor to achieving RIMS APJC’s mission
  • Provide enablement guidance to the wider Infor APJC business
  • Financial responsibilities

  • Review local goals and targets, and ensure they are delivered
  • Review actual delivery, sales pipeline, forecast and overall company performance of revenue and gross margin to IMS APJC targets on a regular basis
  • Other

  • Attend all appropriate IMS product briefings and updates.
  • Gain a thorough understanding of the IMS Services and general market proposition in order to be an evangelist to prospective clients
  • Meet all reporting deadlines.
  • Ensure punctuality to internal and external appointments.
  • Knowledge and Skills, You Bring to the Organization

  • Strong interpersonal skills; ability to build strong relationships quickly and effectively
  • Good administrative skills with attention to detail and good follow-up
  • Proven expertise in client project delivery or delivery of services to clients
  • Knowledge and in-depth understanding of Managed Services and Cloud technologies
  • Comprehensive technical and commercial knowledge around technology support, maintenance and licensing renewals technologies and their market fit for identified prospects and their business
  • General computer literacy with Microsoft Office products
  • Understanding of and ability to apply pricing, gross profit, discounts, and margin calculations
  • Strong presentation skills and confidence in freestyle presenting on a White Board
  • Strong negotiation / persuasion skills and ability to evangelise a product set / brand
  • Previous demonstrable successful experience in a customer facing role, with responsibility for achieving sales (revenue and margin) targets
  • LI-DNI


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