philips

Manager Professional Services International

Posted Nov 18, 2019
Project ID: PHILJP00020941
Location
Zeist , Utrecht
Duration
9 months (Jan 1, 2020 - Sep 30, 2020)
Hours/week
40 hrs/week
Payrate range
Unknown
Manager Professional Services International

Job Description
The O2C (Order 2 Cash) Manager Professional Services International will, as member of the Forcare O2C management team, have global responsibility and accountability for the Forcare delivery activities. Key objectives for the Man Prof. Serv. Int. include structuring, optimizing and growing Forcare’s delivery activities (driving revenue growth) and ensuring further integration into Philips (leveraging Philips resources and systems). Reporting to the Head of O2C

You are responsible for
•   Manages all facets (O2C) of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy with the markets.
•   Has overall control of planning, staffing, budgeting, managing expense, priorities, and recommending and implementing changes to methods.
•   Analyzes operational processes, escalation procedures and performs training/competence needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
•   Selects, develops, and evaluates personnel to ensure the efficient operation of the O2C function.
•   Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people. Ensures budgets and schedules meet corporate requirements.

You are a part of
Forcare’s O2C team consists of approx. 35 FTE:
The team you are responsible of consists of:
-   Lead UK, with 1 project manager, 2 technical consultants
-   Lead Dach, with 1 PM, 1 technical consultant and 1 business consultant
-   International: 1 senior PM, 1 BC and 2 Technical consultants

To succeed in this role, you should have the following skills and experience
•   +10 years of IT and Business experience including extensive record of accomplishment in People Management internationally. Additionally +10 years’ experience in variety of Service oriented roles.
•   Profound knowledge of service methods (eg. ITSM, PMI/Prince, ISO20k, LEAN)
•   Profound knowledge of financial systems and ability to influence profit and loss decision-making;
•   Has broad expertise or unique knowledge, uses skills to contribute to development of company objectives and principles and to achieve goals in creative and effective ways.
•   Has thorough knowledge of all company products and services and can be tasked with Service/development of new or strategic products.
•   Regularly interacts with executives and/or major customers.
•   Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
•   Bachelor/Master in Economics and Informatics.
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