Operations Lead – Services Delivery

Job description

Profile

This key role in the Industrial Automation Capability Services team drives administration, performance and sustainability of key business and financial processes for the Services Delivery function, globally. The role operates as a process manager and people influencer, liaising with customers in India, East Asia and Pacific and team members, both within and outside the department to plan and implement day to day delivery operations for a number of services offers.

Financial Management

• Drive the financial process for services in scope, including (but not limited to) standard quotations, order booking, internal purchase requisitions, vendor payments and invoicing activities applying appropriate payment methods.

• Utilize SAP and other financial tools to process, review and report transactions as needed.

• Maintain a variety of periodic financial reports / journals to reconcile financial transactions and monitor business performance in support of functional goals.

• Monitor and drive utilization of services team members and cost recovery as per commercial goals.

• Support achievement of regional revenue and margin goals.

Operations Management

• Curate the pool of IACS trainers, associated trainers, vendors and service providers globally and manage relationships, with the goal of ensuring service quality and profitability of each project as per quotation/budget.

• Manage, publish and promote customer and internal service delivery schedules in coordination with Services Manager, Instructors and Regional Commercial Leads using ScheduleIT, LMS, web portal or other tools.

• Engage end-users during the delivery process, ensuring participation/attendance as per plans, including supporting customers through any schedule changes.

• Monitor the performance of services team members to ensure quality of services, identifying/proposing corrective actions where needed.

• Implement services delivery process as per Quality and Governance standards including supporting customers through pre-sales, delivery and post-delivery phases.

• Monitor and drive services staff utilization as per Delivery and Development goals, and in collaboration with Delivery Leads.

• Manage support activities such as logistics, communications, planning and reporting follow up according to service delivery processes.

• Monitor end-user satisfaction from services delivery and drive continuous improvement through periodic surveys and/or direct feedback interactions.

Customer Relationship

• Plan and implement marketing activities to promote services offers to internals or customers, as needed.

• Maintain end-user and key stakeholder database to support CRM activities.

Support pre-sales processes such a marketing, customer query management, opportunity tracking, proposal/quotation preparation, as needed.

Desired profile

Qualifications :

• Bachelor Degree in any technical or education related discipline

• 3+ years of experience in operations management, service operations administration, project management, financial processing and customer facing activities and responsibilities

• Strong communication skills using a variety of different communication tools, such as email, instant messaging, conference calls, and live-meeting software

• Strong communication skills in working with cross-functional, cross-cultural, multi-geography teams

• Pro-active, motivated self-starter who can juggle multiple priorities concurrently and engage support when needed

• Experience working with technical systems such as a financial system, e-commerce platform, an edutech platform or LMS, and proficiency in Microsoft Office, mainly Excel

• Preferably multi-lingual with English as the core language

• Ability to work flexible hours

• Ability to travel up to 10%