Service Solutions Manager

SUMMARY:
Looking for Service Design Manager is responsible for the design and on-boarding of Services'''' solutions across the company portfolio!

POSITION INFO:

The Service Design Manager is responsible for the design and on-boarding of Services'''' solutions across the company portfolio. The key element of the role is the provision of complex, in-depth solutions to existing and prospective customers. It also includes aligning multiple stakeholders to determine and formulate strategic plans, templatise the business development and pricing process for Services, and implement and co-ordinate the policies and activities to onboard Services that are sold.

Key responsibilities:

Business Unit Collaboration

• Responsible for Services'''' solutions and pricing including the quality assurance of associated deliverables from other stakeholders relating to Services''''
• Participate in the development and execution of a Services strategy to deliver growth of the Services BU, generation of long-term annuity income opportunities for the client and, operational relevance and efficiency;
• Participate in the development, management and continually modernising of a service catalogue of the client''''s offerings that are relevant to the market and value-adding to clients;
• Collaborate with sales in an appropriate manner to help the client to win new business and retain existing clients at appropriate levels of
• Ensure collaboration and alignment with all business units so that they understand the services/ solutions being positioned and are able to provide input accordingly;
• Implement and continuously develop pricing models and calculators to enable the Services BU to professionally, accurately and efficiently cost and present the commercial considerations of all deals; and
• Overall responsibility for all Services proposals and

Solution Development

• Overall responsibility for all Services Proposals, RFI''''s, RFP''''s and RFQs;
• Understanding the client solution requirement and creating a framework for the response aligned to the requirements;
• Unpack and co-ordinate the delivery requirements, inclusive of internal BU''''s, sub-contractors and any other third parties;
• Obtaining and collating solution information and pricing aligned to the requirements, inclusive of:
• Service Definitions and Descriptions
• Cost Drivers
• Resourcing requirements
• Integration requirements
• References
• Transition and/or implementation approach, deliverables and timelines
• Documenting the solution in line with the requirements, ensuring:
• All requirements are answered
• Providing solutions for review that is structured and relevant to the client requirements and solution design, avoiding copy and paste

data-dump

• Provide solutions for review that has been formatted to the Managed Services standard
• References
• Ensure Solution delivery timelines are met, and fully aligned to quality standards
• Facilitate Solution Review gates, inclusive of solution sign-off and commercial approval

Solution Pricing

• Ensure the services proposed are appropriately priced and aligned to the required scope of services, including:
• Due Diligence
• Service Implementation / Service Transition
• Service Transformation
• Service Integration
• Cost Drivers
• Assumptions and Exclusions
• Obtain financial approval from RFP stakeholders, inclusive of COO, CFO, Services GM and BU GM, prior to solution submission
• Solution Pricing to provide a comprehensive solution model for the contract duration, reflecting costs, margin and revenue distribution

Solution and Client On-boarding/ Transition

• Overall responsibility for creating and maturing a transition/ onboarding framework for new clients and services; and
• Overseeing the execution of transition/ onboarding projects to ensure that new services and clients are set up for success and are delivered at the appropriate level of

Contract and Risk Management

• Participate in all elements of contract negotiation, contract onboarding, for contracts with clients, 3rd parties and
• Ensure that all contracts are aligned to the solutions developed to mitigate risk and protect the client''''s financial, reputation and other interests; and
• Ensure development and agreement of SLAs and Underpinning Contracts aligned to the Solution Scope, prior to handing over to the Transition and Operations teams.

Qualification & Experience

• Appropriate tertiary
• ITIL Foundation
• Bid Management
• Managed Service (Outsourcing) (5 years +)
• Understanding of service delivery models and the commercialisation
• Proven ability to drive collaboration and lead multi-disciplinary
• Experience with Infrastructure technologies (Network, Backup, Storage, Cloud, Service Desk)
• Experience with project management disciplines preferred

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