Role: Service Design Manager
Reports to: General Manager: Services
Office location: Midrand

Main purpose of the job

The Service Design Manager is responsible for the design and on-boarding of Services’ solutions across the company portfolio.

Key elements of the role are to create solutions that support the Customer requirements and business objectives, be supportive of the NEC XON objectives, are sustainably executable, are cost effective, and deliver the appropriate levels of profitability to meet the NEC XON financial objectives.

This role requires the provision of complex, in-depth solutions to existing and prospective customers.  It also includes aligning multiple stakeholders to determine and formulate strategic plans, templatise the business development and pricing process for Services, and implement and co-ordinate the policies and activities to on-board Services that are sold.

Key responsibilities

Business Unit Collaboration

  • Responsible for Services’ solutions and pricing including the quality assurance of associated deliverables from other stakeholders relating to Services’ solutions.
  • Participate in the development and execution of a Services strategy to deliver growth of the Services BU, generation of long-term annuity income opportunities for NEC XON and, operational relevance and efficiency;
  • Participate in the development, management and continually modernising of a service catalogue of NEC XON offerings that are relevant to the market and value-adding to clients;
  • Collaborate with sales in an appropriate manner to help NEC XON to win new business and retain existing clients at appropriate levels of profitability.
  • Ensure collaboration and alignment with all business units so that they understand the services/ solutions being positioned and are able to provide input accordingly;
  • Implement and continuously develop pricing models and calculators to enable the Services BU to professionally, accurately and efficiently cost and present the commercial considerations of all deals; and
  • Overall responsibility for all Services proposals and pricing.

Solution Development

  • Overall responsibility for all Services Proposals, RFI’s, RFP’s and RFQs;
  • Understanding the client solution requirement and creating a framework for the response aligned to the requirements;
  • Unpack and co-ordinate the delivery requirements, inclusive of internal NEC XON BU’s, sub-contractors and any other third parties;
  • Obtaining and collate solution information and pricing aligned to the requirements, inclusive of:
    • Service Definitions and Descriptions
    • Cost Drivers
    • Resourcing requirements
    • Integration requirements
    • References
    • Transition and/or Implementation approach, deliverables and timelines
  • Documenting the solution in line with the requirements, ensuring:
    • All requirements are answered
    • Providing solutions for review that is structured and relevant to the client requirements and solution design, avoiding copy and paste data-dump
    • Provide solutions for review that has been formatted to the Managed Services standard
    • References
  • Ensure Solution delivery timelines are met, and fully aligned to quality standards
  • Facilitate Solution Review gates, inclusive of solution sign-off and commercial approval

Solution Pricing

  • Ensure the services proposed are appropriately priced and aligned to the required scope of services, including:
    • Due Diligence
    • Service Implementation / Service Transition
    • Service Transformation
    • Service Integration
    • Cost Drivers
    • Assumptions and Exclusions
  • Obtain financial approval form RFP stakeholders, inclusive of COO, CFO, Services GM and BU GM, prior to solution submission
  • Solution Pricing to provide comprehensive solution model for the contract duration, reflecting costs, margin and revenue distribution

Solution and Client On-boarding/ Transition

  • Overall responsibility for creating and maturing a transition/ on-boarding framework for new clients and services; and
  • Overseeing the execution of transition/ on-boarding projects to ensure that new services and clients are set up for success and are delivered at the appropriate level of quality.

Contract and Risk Management

  • Participate in all elements of contract negotiation, contract on-boarding, for NEC XON contracts with clients, 3rd parties and suppliers.
  • Ensure that all contracts are aligned to the solutions developed to mitigate risk and protect NEC XON’s financial, reputation and other interests; and
  • Ensure development and agreement of SLAs and Underpinning Contracts aligned to the Solution Scope, prior to handing over to the Transition and Operations teams.

Key performance measures

Business Unit Collaboration

  • Facilitation of Contracts for all awarded solutions Client and Sub-Contractors
  • Clarity and understanding of Services’ offerings, approach and frameworks

Solution Development

  • Quality of solutions and extent of alignment to client requirements
  • Win rate of bids, proposals, RFx’s

Solution Pricing

  • Profitability of deals and realisation thereof against actuals

Contract and Risk Management

  • Favourability of SLAs and alignment to Solutions and Cost Models
  • Quality of input into contract management process and risk mitigation implemented through contracting
  • Additional details around key performance measures will be defined as part of annual performance appraisal processes.

Knowledge

Competencies

  • A strong grasp of best practice;
  • Strong understanding of IT technologies and appropriate industry knowledge,
  • Proposal generation and writing skills.
  • Tactical thinker;
  • Contract Management experience and skills;
  • Commercial mind-set;
  • Process driven;
  • Ability to meet deadlines and work under pressure;
  • Attention to detail and a passion for quality;
  • Conflict resolution skills;
  • Good communication skills required – written, presentation & verbal;
  • Stakeholder management & leadership skills
  • Decision making and negotiation skills
  • Highly organized and detail oriented to develop proposals and service orders
  • Thorough understanding of ITSM best practices
  • Strong Facilitation skills.

Qualification & Experience

  • Appropriate tertiary qualification.
  • ITIL Foundation certification.
  • Bid Management experience.
  • Managed Service (Outsourcing) experience.(5 years +)
  • Understanding of service delivery models and the commercialisation thereof.
  • Proven ability to drive collaboration and lead multi-disciplinary teams.
  • Experience with Infrastructure technologies (Network, Backup, Storage, Cloud, Service Desk)
  • Experience with project management disciplines preferred

Closing Date

20 December

Your application must include:

An updated CV, motivational letter and relevant certificates.