IT Services Manager

Roles and responsibilities

In this role, the focus is on developing and delivering value-added services, including consulting, custom training, and integration, around Graitec and partner software for target client segments. A key responsibility is ensuring the consistent and high-quality delivery of services across the EMEA region for Graitec solutions. This involves enhancing existing services and creating new offerings aimed at improving customer experience.

Key Responsibilities:

1. Service Development and Delivery:

   • Create and enhance service offerings that include go-to-market strategies, pre-sales methodologies, and delivery processes.
   • Ensure quality and consistency throughout the entire service lifecycle, from pre-sales to delivery.

2. Team Management and Capacity Planning:

   • Manage team capacity, identifying efficiency gains and resource needs, and actively participate in the hiring process.
   • Optimize service delivery efficiency through effective staff allocation, continuous training, and improvement.

3. Project Management:

   • Ensure that service engagements are delivered on time, within budget, and meet quality standards.
   • Oversee planning and operations of service delivery, from initial sales through to invoicing, in collaboration with the Resource Management team.

4. Performance Monitoring:

   • Budget, report, and forecast key performance indicators (KPIs) such as team utilization and revenue recognition.
   • Coach consulting services managers to meet performance objectives.

5. Sales Enablement and Collaboration:

   • Enable sales teams to effectively position and sell service offerings and packages.
   • Collaborate with product teams to ensure staff participation throughout the product development lifecycle for relevant products.
   • Partner with solution and marketing teams to facilitate staff involvement in go-to-market activities for the target segment.

Desired candidate profile

People Management Expectations:

At Graitec, we view our team as our most valuable asset. As a people manager, you are accountable for creating an exceptional employee experience by:

• Fostering a Unified Environment:

  • Promote a culture of collaboration and inclusion where every team member feels respected and valued.

• Modeling Professionalism:

  • Demonstrate integrity, trust, and professionalism in all interactions, setting the standard for your team.

• Encouraging Curiosity and Empathy:

  • Lead your team with a spirit of curiosity and positive energy, encouraging care and empathy among team members across various functions and countries.

• Driving Collaboration:

  • Intentionally build bridges across individuals, teams, and business units, empowering the organization to achieve greater results together.

By focusing on these aspects, you will not only enhance the delivery of services but also contribute to a thriving workplace culture that values every team member's contributions.