Manager, Service

Job Purpose:

The Services Engagement Manager is 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. The role will engage both Tech Data's extended sales team and the partner community to drive success.

Responsibilities:

Services Sales:

• Build 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 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

Service Management:

• 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.

Knowledge, Skills, and Experience:

• 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

Tech Data Statements:

• TD SYNNEX is committed to the full inclusion of all qualified individuals. As part of this commitment, TD SYNNEX will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your recruiter.

TD SYNNEX is an Equal Opportunity Employer- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

At TD SYNNEX we embody our shared values of Collaboration, Accountability, Integrity, Excellence and Inclusion. Our organization strives to provide a diverse and inclusive environment for all our colleagues, company and community.

What's In It For You?

• 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.

Don't meet every single requirement? Apply anyway.

At Tech Data, a TD SYNNEX Company, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for

We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.