Service Delivery Manager

6 days ago

Singapur, Singapore TD SYNNEX Full time

Job Overview:

The Service Delivery Manager will be responsible for achieving sales and profit targets for Professional Services offerings related to the products TechData distributes while ensuring exceptional service delivery. This role balances Professional Services sales with Service Delivery, focusing on relationships with TechData's extended sales team, Resellers, Vendor relationships and successful implementations and delivery of the Professional Services.

Key Responsibilities:

  • Develop and implement standard Services Packages with details covering the scope of work and costs that the Tech Data Sales team can go-to-market with as a kick-start to introducing the various basic services Tech Data offers.
  • Create "calculators" to be able to quickly provide quotes for standard offerings where possible.
  • Respond to requests for quotations in a timely fashion.
  • Engage with Resellers and SI partners to develop a relationship to support them through our Professional Services offerings i.e. leverage on our PS to give them an advantage.
  • Work closely with the Channels & Product Sales teams to align with their product sales to pull along services and achieve sales goals.
  • Monitor sales processes, proposals, pipeline management, and partner engagement to recommend necessary actions.
  • Ensure sales forecast are accurate and ensure opportunities sales is followed up on closely.
  • Ensure billings are prompt with customer sign-off.
  • Meet revenue and profit targets through strategic planning and execution.
  • Build relevant-level executive relationships with vendor partners to foster proactive engagement and new initiatives to build relevant service offerings.
  • Ensure vendor and partner satisfaction through successful project management and delivery.
  • Manage a team of Project Executives and Technical Engineers including KPI/MBO settings and driving excellent team service response and performance.
  • Manage and track project progress to ensure that forecast are accurate, through management of the Project Executive.
  • Organise the Professional Services Engineers in terms of product coverage to ensure resilience in critical areas.
  • Ensure every Technical Engineer attains the required Certification levels required by the vendor to be certified implementors and to earn additional rebates.
  • Track Technical Engineer's utilisation rate and to balance the workload where practical.
  • Ensure projects are managed to deliver on-time and on-budget.
  • Senior Escalation point for technical problem resolution.
  • Manage customer satisfaction outcomes to ensure customer loyalty and stickiness.
  • Provide various reports to support commercial decision-making.
  • 5 to 8 years of experience in IT Service Sales/ Delivery (Engagement Manager, Service Delivery Manager roles)
  • Experience in Project Management is an added advantage.
  • Strong leadership and self-starter attributes.
  • Results-focused with sound business acumen.
  • Ability to work independently and lead a team of highly technical engineers.
  • Familiar with the local SI business.
  • High EQ and be comfortable in engaging with different levels of management (resellers, vendors)
  • Strong influence on business outcomes

What We Offer:

  • Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
  • Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
  • Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
  • Diversity, Equity & Inclusion: It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
  • Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
  • Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

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