Services Delivery Category Manager en Sant Cugat del Vallès

Job Description

Service Delivery Category Manager

Job scope/summary:

Manage the delivery catgeory of the CS EMEA PC Commercial Services portfolio

Job specifics/responsibilities:

• Analyze and project services delivery costs based on Services installed base and services mix
• Meet our financials commitment (budget), drive costs reduction initiatives and be predictable
• Meet our Customer Satisfaction targets (Net Promoter Score) and key services delivery  operational metrics
• Timely introduce new services to support our business growth and expansion

Key deliverables/accountabilities:

• Cost Of Sales (COS) per SIB and as % of revenue on target vs budget
• S-NPS and operational metrics on target
• Readiness and Cost Effectiveness of new and/or improved Services

Working relationships:

Internal

• WW CS Category and NSI teams
• CS EMEA A&R
• EMEA Regional Print Services Business Unit
• CS EMEA Services and Support (Warranty) Category managers
• CS EMEA Delivery Functions
• CS EMEA Capabilities and Deal Assurance team

External

• Services Delivery partners (ad-hoc)

Education (degree) and professional experience required:

• Bachelor/Master  in Finance / Business Administration / Economics
• Engineering / technical Degree

Other requirements:

• Customer services experience
• Program management experience
• Fluent in English

Personal skills and qualities:

• Strong communication skills; Positive can-do attitude; Customer centric approach
• Out of the box thinking – able to find solutions
• Strong communication and influencing skills; Excellent teamwork skills 
• Able to apply tools and technology to produce results
• Able to understand global business processes and identify impact of change

Technical skills (procedures and documents the employee has to be acquainted with):

• MS Office
• Analytics & Reporting tool /Data management

#EXP