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Service Manager - Digital

Req ID:  19688
Posted on:  02-Jan-2021
Location: 

Prilly Sud (CH09), Switzerland

Department:  Customer Projects Deployment & Services (50008905)
Job Family:  Project Management


 

 

To strengthen our Customer Projects Deployment & Services team, being accountable and responsible of the Service Lifecycle of SICPA Digital Industry Solutions, we are looking for a :

 

 

 

 

Service Manager – SICPA Digital Security Solution

 

 

 

 

ROLE:

 

  • Work closely together with Product Management, Sales, Solution Architect and Operations to ensure Digital Products are deployed following the SICPA standards.
  • Own Digital Service Catalog and provide support to Service Planning activities.
  • Support Product Development with continuous input and recommendations to maintain and enhance operational performance, capacity and usability.
  • Act as Interface between End-Customer and SICPA entities.
  • Lead continuous improvement activities / projects to improve KPI’s and productivity.
  • Definition and optimization of Services Portfolio that includes technical support, maintenance and implementation services.
  • Participate in Product Roadmap planning, Release Management, Lifecycle Management, Service Change Management and implementation of follow-the-sun support (global 24 x 7).
  • Establish and maintain Service dashboards and KPIs progress reporting.
  • Measure and contribute to high Customer satisfaction in the SICPA Integrity Solutions projects delivery.

 

 

 

PROFILE:

 

  • Bachelor’s degree in engineering / science disciplines or equivalent working experience in Technical Service Delivery / Customer Service preferable in international companies 
  • At least 5 years of experience in a comparable position
  • Prior experience in SaaS (Software as a Service) projects and in Project Management (certification is not necessary but will be added an advantage) of Digital Service Projects delivery.
  • Strong analytical and problem solving skills with acumen towards escalation management
  • Demonstrated leadership in service and customer orientation (Technical Service, Professional Service, Projects) 
  • Results oriented and goal driven with strong quality focus
  • Pleasant personality, good interpersonal communication skills and excellent customer relationship capabilities
  • Team player, effective communicator, innovative and good influencing skills
  • Ability to engender positive and reliable work attitude when confronting with high pressure business situations
  • Autonomous and self-driven.
  • Fluent in English and French, German and Italian are a plus
     

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