IT Services Manager

Roles and responsibilities

The AE Services Manager for EMEA plays a crucial role in ensuring the overall satisfaction of Graitec customers within the Architecture, Engineering, and Construction (AEC) sector. This position encompasses a variety of responsibilities aimed at providing consultancy, implementation, training, and product adoption services tailored to meet the unique needs of clients.

One of the primary objectives of the AE Services Manager is to develop and deliver value-added services, including consulting and custom training focused on Graitec and partner software solutions. By enhancing existing services and creating new offerings, the manager aims to elevate customer experiences and ensure that services are effectively marketed and executed.

Quality and consistency are paramount in this role, requiring oversight of the full lifecycle of services, from pre-sales engagement to delivery. The AE Services Manager will collaborate closely with sales teams to ensure they are well-equipped to position and sell these services effectively, fostering a seamless integration of service offerings into the overall sales strategy.

To optimize service delivery, the manager will be responsible for managing team capacity, identifying areas for efficiency gains, and addressing resource needs. This includes participating in the hiring process to build a skilled team capable of meeting customer demands. Ensuring that service engagements are delivered on-time, within budget, and to the highest quality standards is a core responsibility, necessitating strong planning and operational management skills.

Desired candidate profile

In addition, the AE Services Manager will focus on continuous improvement within the services delivery framework. This involves training staff to enhance their capabilities, optimizing staff allocation, and refining delivery methodologies. Budgeting and forecasting key performance indicators, such as team utilization and revenue recognition, will also be critical aspects of the role, enabling the manager to track performance and make informed decisions.

Collaboration with product management is another vital component, as the AE Services Manager will contribute to the product lifecycle for solutions targeted at the AEC segment. This partnership will ensure that services are aligned with product development efforts, enhancing the overall value proposition for customers.

Overall, the AE Services Manager for EMEA serves as a key liaison between Graitec and its customers, promoting a culture of excellence in service delivery while driving customer satisfaction and loyalty. By focusing on effective service management, strategic resource allocation, and continuous improvement, this role is instrumental in achieving Graitec's objectives and fostering lasting relationships within the AEC industry.