Executive: Managed Services

7 months ago


Midrand, South Africa Liquid Tech (Pty) Ltd. Full time

**Role Purpose**

To Manage the overall Customer Managed Service development, delivery, and support requirements to ensure that Liquid Intelligent Technologies has the required capability to deliver customer managed Services to achieve the short, medium
- and long-term Revenue Objectives. Develop and lead ecosystem for best in class managed services leveraging LIT and 3rd party resources and solutions. Develop together with Commercial Business Units, appropriate managed service capability including pre-sales, solution design, implementation and operations. Develop operational capability to manage the end-to-end lifecycle of the customer facing managed service including management of internal and external service providers. Develop and manage managed service reporting and SLA management processes and procedures to ensure managed services meet customer contractual commitments.

**Role Description**

Managed Services Portfolio Growth. Design new Managed Service products and services in partnership with Commercial BU that meet the need of LIT customers.Develop MS product play books to enable Commercial BU sales teams to successfully begin MS sales discussions.Build MS value propositions that leverage LIT and 3rd party partners skillset, tooling and MS capability.Ensure all internal stakeholders, systems and processes are enabled and capable to support successful implementation of new MS products and solutions.Build MS consulting capability to identify new opportunities that can grow the LIT MS portfolio

MS Delivery and Operations
Build internal and external 3rd party capability to deliver MS solutions including MS tooling and support structures.Build portfolio of 3rd party capabilities across the MS value chain that enhance and complement existing and future LIT tooling and skillsets.Establish end-to-end, automated SLA management and reporting across all MS products and services.Develop closed loop improvement processes across the MS value chain.Develop processes to manage the on-boarding of managed services customers ensuring seamless transition of services

Contract Management
Develop robust contract management processes to enable reporting of MS against contractual obligations and KPI.Manage financial performance of MS contracts, aligned to business case, contractual obligations, internal and external Service providers cost.Ensure sales, billing, finance and procurement systems are aligned with requirements of MS delivery and management.Develop robust governance structures with MS customers to ensure alignment on contract delivery and SLA.Ensure profitable delivery of MS contracts aligned with business case and contractual scope

Managed Service Strategy
Lead strategic thinking on MS services development and growth opportunities.Drive awareness across the business on MS requirements to build capability to support MS growth opportunities.Work with LIT product group to ensure MS capability is built into all future product offerings.Drive adoption of AI and advanced BI capabilities that support new MS products and services.Work closely with key customers to identify areas of growth for LIT MS, building on existing strengths and capabilities

New Business Support
Engage potential MS customers at C-suite level, positioning LITs MS value proposition and service portfolio.Engage potential MS customers, manage needs analysis, prepare to be MS model and solutioning.Build standardised MS engagement models and solutions for use by pre-sales and bid team in RFP responses and sales opportunities.Build capability and skillset within LIT to prepare bespoke MS solutions leveraging internal and external 3rd party solutions

Human Capital Managment
Ensure that all human resources are appropriately managed in terms of performance and development including performance management and career development initiatives.Management of relationships between line of business and the various business partners to deliver superior service.Lead interactions with internal and external auditors to deliver on favourable outcomes. Manage staff to achieve the overall departmental objectives. Mentoring (including training thereof) of all direct reports in line with their performance management objectives. Manage costs associated with staff such as overtime, allowances, leave and training, to ensure they meet requirements set out in policy as well as those directed to meet organizational objectives

Key Decisions:
Readiness for managed service-related products to move into sales process
3rd party managed service providers
Managed services operating model
Decides on best fit managed services solutions for new opportunities

Accountable for:
Successful end-to-end delivery of managed services
Managing managed services contract SLA
Customer NPS related to managed services
Building 3rd party managed service portfolio
Developing new managed service capabilities required to support MS products
Ensuring LIT and 3rd party toolsets and capabilities enable d


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