Professional Services Manager

☞ Imagine Communications

Visualizza: 194

Giorno di aggiornamento: 24-10-2024

Località: Ismaning Bavaria

Categoria: Pianificazione / Progetti IT - Software

Industria: Information Technology Services Computer Software Financial Services

Posizione: Mid-Senior level

Tipo di lavoro: Full-time

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Contenuto del lavoro

Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device. Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.

The Professional Services Manager Leads a Team Providing High-quality Services With Focus On Customers In Nordic, Central, Southern And Eastern Europe (CEE)
  • Project Delivery Services - installation, configuration, commissioning, integration, acceptance tests and product briefings for customers
  • Technical Support Services - second-level Support for Imagine products and solutions after deployment to ensure customers’ success in achieving the desired outcome with our solutions.
Besides building and maintaining trusted relationships with customers in the region, this role will internally interact with Sales, Presales, Solutions Architects, Product Development, Tier-1 Support, and Imagine partners (system integrators and resellers).

The position will deliver and support solutions around “Make TV”, based on solution components like Playout Automation, Control & Orchestration, Content Production, Management & Delivery, Multiviewer, Video/Audio Processing and Routing.

This position reports to the Director of Professional Services APAC & EMEA and is located in the Munich area and will manage an international team located in Munich, Milan and Moscow.

Key Responsibilities
  • Establish a clear direction and strategy for the regional Service team which aligns with the overall APAC & EMEA and global Services strategy
  • Establish a communications structure for the team, using corporate reporting tools and processes for projects and support services (based on Salesforce).
  • Establish clear governance for projects, clear reporting and risk management, using established project tools (based on Salesforce)
  • Provide clear objectives for the team, and individuals in the team, based on overall Services objectives and on the principle of continuous improvement.
  • Ensure all employees in the Service team are managed in line with HR guidelines in all areas of performance development and assessment, training, compliance and other areas of the company policy.
  • Closely manage the CEE customers to ensure Imagine Communications are meeting their expectations as well as the Service Level Agreements and achieve a high level of customer satisfaction.
  • Meet Service KPIs, like service revenue and margin, project budgets, OPEX plan, billable utilization, and on-time support case milestones. Regularly measure support response / resolution times and other relevant quality metrics.
  • Ensure that the team members have training on new products/functionality to provide high quality service to clients.
  • Interface with Engineering and Product Line Management to ensure effective turnaround of support issues
  • Support the regional sales team with customer proposals and prospects
  • At least five years’ experience of people, project and service management
  • Experience managing budgets, achieving service revenue and margin targets
  • Customer focused attitude
  • Strong analytical and problem-solving skills
  • Must have exceptional organizational skills and be able to multitask
  • Working knowledge in the Media/Broadcast industry (technology and workflows)
  • Solid IT and/or Cloud technology knowledge
  • Excellent writing, communications, and interpersonal skills
  • Very good negotiation skills
  • Excellent technical knowledge of systems and product development lifecycle
  • Fluent in English and German
Celebrating difference, together stronger

At Imagine Communications, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our customers, our employees, our products, and our communities. We are committed to providing an environment of mutual respect. Imagine Communications is proud to be an equal opportunity workplace and is an affirmative action employer.
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Scadenza: 08-12-2024

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