Senior Service Manager h/f

La Défense (92)

Nous recherchons pour notre client spécialiste de la gestion d’actifs technologiques (équipements, services, applications, maintenance, …), filiale française d’un groupe international très solide et en croissance, un Senior Service Manager h/f (poste basé à La Défense).


To establish the company Services within France, following the Services & Solutions Strategy as agreed with the VP Sales and VP Finance.

Establishing services means :

  • Making services & solutions sales, legal, service and marketing ready.
  • Support sales in selling solutions (consultancy).
  • Select the right service partners and manage them.
  • Implement and manage the service deals once won.
  • Report the service and solution deal pipeline.

Main tasks :

  • Support the account manager setting up a customer service & solutions strategy (as part of an account development plan).
  • Support the account manager to position services & solutions with the customer (value story, independent consultant).
  • Help & enforce Account Manager to register solution deal correctly on the company systems.
  • Select service partners and evaluate technical solutions of partners.
  • Design & describe services as part of proposal and contract, calculate service costs.
  • Assess deal performance risk and manage those risk during implementation/operation.
  • Ensure back-to-back agreements with the partners (including partner costing).
  • Negotiate costs with partners, provide service costing for calculation.
  • Support price negotiations with customers.
  • Implement the services and solutions, after the deal is won, ensuring that the services promised to the customers are provided in accordance with the contract.
  • Release and approve purchase orders with service partners.
  • Conduct regular service reviews internal and with customers (KPIs, SLAs).
  • Support Sales with up and cross selling.
  • Track partner performance.
  • Take care of any escalation regarding services during operations.

Skills & Experience & Knowledge

  • Degree level (or experience to an equivalent level) essential.
  • At least 10 years of work experience of which 5 in service or project management.
  • ITIL v3 Foundation level essential.
  • PRINCE2 Foundation level or other methodology essential.
  • Experience working hand in hand with sales.
  • Experience with customers and/or partners.
  • Computer literate (Office, Visio, …).
  • Good level of English (written & verbal, minimum Level B2).
  • Good presentation and negotiation skills.
  • Very good communication skills and ability to work in cross-functional teams.