Global Service Manager

Take charge of the end-to-end service offering for allocated accounts, ensuring utmost customer satisfaction. This role involves a hands-on approach, encompassing pre-sales support, financial control, operational oversight and effective escalation management., * Provide pre-sales support to aligned sector sales specialists on global opportunities, including pricing, geographical capability analysis, and billing processes.

• Generate both simple and complex quotations for existing customers.
• Onboard new customers by obtaining necessary handover information from sales specialists, project managing the setup, and overseeing service implementation, with a focus on issue resolution.
• Fully accountable for delivering services to customers as per agreements, proactively ensuring all KPIs/SLAs are met, or exceeded, and taking corrective action where necessary.
• Conduct regular recorded service review meetings, preparing and presenting current performance.
• Act as the primary point of contact for issue resolution and take responsibility for contract profitability to agreed levels.
• Review fee management reporting and monthly CPR, aiming for all customers to achieve agreed margin levels.
• Approve invoices, liaising with the Global Commercial Controller before finalization.
• Receive and act on service requests from customers, ensuring customer reporting aligns with SoW requirements.
• Maintain the Service Allocation Forecast Spreadsheet (SAF) Document to measure specific areas, including SoW, RPI, forecast for the next three months, converting customers to MyData, and assessing margin levels.
• Monitor the performance and workload of the Global Coordination team to prioritize tasks and meet customer expectations/deadlines.
• Manage and implement changes to service with SOW/CCN management for allocated customer accounts.
• Develop current business streams while collaborating with Sales Specialists on new complex business opportunities.

Performance Indicators:

• Achieve goals set in the annual employee performance review.
• Maintain agreed margins for all assigned customers (Contract Profitability Report).
• Ensure customer satisfaction with minimal involvement from the Global Business Development Manager (Customer Satisfaction Status).
• Satisfactory management of all aspects of service for assigned customers (SoW/ RPI/ rev/ margin/ trends/ forecast/ opportunities) using the SAF. Knowledge, Skills & Experience, * Is always results orientated - delivers what is needed, when it is needed and overcomes barriers
• Keeps the customer at the heart of everything they do - even when faced with uncertainty and pressure
• Listens to the customer carefully, manages and meets their expectations
• Recognises and takes immediate steps to handle an issue or potential problem or lets the right people know about it

Being Straightforward

• Communicates and/or presents effectively to small groups
• Shares information openly with others
• Probes and identifies underlying causes of issues before suggesting solutions
• When appropriate, involves others before making decisions

Keeping Promises

• Focuses on problem prevention first, then problem solving
• Is committed to highest priorities, objectives and manages expectations
• Expresses an appropriate sense of urgency to deliver key results on schedule

Understanding People Matter

• Develops and maintains collaborative relationships
• Considers the impact of own behaviours and actions on others
• Actively seeks out the involvement of others and adjusts own approach if needed
• Perseveres and maintains self motivation and work standards even in adverse conditions

Considering The Long Term

• Strives to make plans that are aligned to the long-term business objectives
• Actively seeks opportunities to deliver better services
• Creates and applies new ideas, initiatives and solutions into daily work

Inspiring Success

• Takes responsibility and drives own development
• Pro-actively contributes to team performance
• Seeks a balance between benefits, costs and risks
• Learns from mistakes and reviews learning points to make improvements for the future
• Influences and persuades to achieve a successful joint outcome

• Knowledge of the ITAD industry (preferred but not essential).
• Experience in working directly with international customers or suppliers (preferred but not essential).
• Ability to multitask across various tasks for numerous customers (essential).
• Organized approach to ensure timely completion of all required tasks (essential).
• Intermediate/advanced Excel skills (essential).
• Experience and confidence in dealing with customers, managing queries, and escalations in a professional and polite manner (essential).
• Team player with the ability to collaborate with others to achieve common goals (essential)
• Keen eye for detail, particularly for the accuracy of quotations and assessing reports (essential).